Escalations Engineer

Prenuvo is a company focused on proactive healthcare and innovative technology. They are seeking a motivated Escalation Engineer to provide technical support for clinical applications, troubleshoot issues, and collaborate with engineering teams to enhance platform reliability.

Responsibilities:

• Respond to submitted requests through our ticketing system and via direct message, providing technical support for our clinical applications
• Coordinate with other teams on Slack to troubleshoot issues, triaging by severity and driving toward resolution within SLA targets
• Respond to incidents -- gathering information, troubleshooting, and helping guide them to resolution alongside engineering teams
• Update status pages during escalations and write postmortems summarizing root cause, impact, and follow-up actions
• Create knowledge base articles, runbooks, and canned responses with clear, repeatable steps in Confluence
• Perform deep troubleshooting using past experience, internal tools, and observability platforms such as Datadog and Sentry -- investigating down to the code level where needed
• Translate complex technical findings into clear updates for non-technical stakeholders including clinical and operational teams
• Identify trends in recurring incidents and surface patterns to engineering and product teams to drive systemic improvements
• Build tools and scripts to support our teams, improving development and operational efficiency
• Operate within our Quality System, creating and updating records that support our regulated Medical Devices
• Exercise strong judgment on privacy-sensitive cases including entangled patient profiles, merge requests, and data integrity issues

Requirements:

• 3–5 years of experience in technical support, escalation engineering, or a related role involving hands-on troubleshooting of production systems
• Demonstrated software development experience (e.g., Python, TypeScript, NodeJS, React)
• A proactive mindset that persistently hunts down root causes and implements durable solutions rather than applying one-off fixes
• Hands-on experience with observability tools (Datadog, Sentry, New Relic, or similar) and ticket management in Jira
• Experience with incident management processes, including acting as incident commander or on-call responder
• Experience debugging web applications using browser developer tools and tracing issues across the full stack
• Ability to troubleshoot APIs, reproduce issues, and write clear defect reports for engineering teams
• Calm under pressure with strong prioritization skills -- comfortable managing competing urgent requests simultaneously
• Outstanding communication skills with the ability to work collaboratively in remote/async environments and translate technical issues for non-technical audiences
• An excitement to learn new skills and technologies on the job
• Bachelor's Degree in Computer Science or a related field, equivalent experience, or evidence of exceptional ability
• Experience in safety-critical environments, medical technology, or HIPAA/privacy-sensitive environments
• Familiarity with MRI imaging workflows, DICOM, or clinical application support
• Background in SRE practices: monitoring, alerting, runbook automation
• Familiarity with Auth0 or AWS infrastructure
• Experience with SQL and database troubleshooting