We are looking for a Senior Support Engineer to bridge engineering and customer experience teams, building tooling and QA systems that prevent issues from reaching clinics. Responsibilities include triaging incidents, designing QA infrastructure, creating internal tools, and owning on-call documentation. Requirements include strong Python and TypeScript skills, test infrastructure experience, and MCP/LLM tool integration knowledge.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Job Description
Support Engineer
Introduction
We are looking for a Senior Support Engineer to sit at the intersection of our engineering team and our customer experience (CX) specialists. This is a high-impact, high-ownership role for someone who is equally comfortable in a code editor and a customer call — and who genuinely enjoys both. You will bridge the gap between technical systems and the humans who depend on them, building tooling that makes both teams faster and architecting QA systems that catch problems before they ever reach a clinic.
Responsibilities
- Partner with CX specialists and engineering to triage incoming issues and co-own the technical investigation/resolution.
- Architect, build, and own QA infrastructure — from automated test suites to regression pipelines — so bugs get caught before they reach customers or CX.
- Build and own internal tooling and MCPs that give both engineering and CX teams superpowers: log querying, session debugging, customer health dashboards, and more.
- Identify recurring support patterns surfaced by CX and eliminate them at the root through automation and process improvements.
- Own the on-call runbook — writing documentation, postmortems, and playbooks that make every future incident faster to resolve.
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Requirements
- Strong programming ability in Python and TypeScript (production-level code).
- Proven experience designing and building automated test infrastructure (unit, integration, and end-to-end).
- Track record of building internal tools that meaningfully improve team productivity.
- Experience with MCP servers, LLM tool integrations, or similar agentic tooling (strong plus).
- Ability to communicate clearly with non-technical users during incidents while simultaneously debugging the root cause.
- Comfortable working with logs, traces, and metrics.
- Passion for AI and startup environments.
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Benefits
- Fully remote position.
- Work in a fast-paced, high-growth startup environment where you ship and iterate daily.
- High ownership and autonomy — you won't just close tickets, you'll eliminate root causes.
- Work at the cutting edge of AI-powered tooling and agentic systems.
- Be part of a small, tight-knit team that celebrates every win.
- Project-based outcomes over time-based ones — results matter more than hours logged.
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