Global Production Support Engineer - Healthcare SaaS

Credentially; United States; On-site; USD 80,000 - 110,000; Full time

Job summary

Credentially is seeking a Technical Support Engineer to be the first line of support for a healthcare platform spanning the UK, US, and Canada. You will diagnose alerts, triage tickets, and coordinate with engineering and Customer Success to resolve issues quickly.

In this role, you will use runbooks, SQL, logs, and REST endpoints to replay queues, recover stuck records, and ensure SLA adherence. A strong emphasis on automation and AI-assisted workflows will shape daily tasks.

Qualifications

• Minimum 5 years' experience in a customer or client-facing support role.
• Ability to communicate technical issues in plain language to non-technical people.
• Ownership of a support queue end-to-end within a ticketing system and SLAs.
• Strong SQL skills with the ability to read schemas and run precise queries.
• Independent, methodical troubleshooting with runbooks and evidence gathering.
• Scripting with Python and/or Bash to automate tasks.
• Familiarity with AWS services including SQS/SNS and CloudWatch alarms.
• Experience with REST/OpenAPI, API endpoints and webhooks.
• Good judgment on escalation and reproducible context for handoffs.
• Experience with AI tools/LLMs for automation in support workflows.
• PostgreSQL specifics including indexes and transactions.
• Ability to read Java/Spring Boot traces for debugging.
• Alert hygiene across PagerDuty, Sentry, Slack.
• Infrastructure knowledge: Terraform and Kubernetes.
• Observability: Splunk or Grafana/Prometheus.
• Data/analytics using BigQuery or warehouse SQL.
• Salesforce familiarity in regulated environments.

Responsibilities

• Own the customer support queue; triage, categorize, and route tickets within SLA.
• Communicate with customers and Customer Success with clear, calm updates.
• Monitor and triage alerts from PagerDuty, Sentry, Slack, and CloudWatch.
• Investigate and resolve issues end-to-end using runbooks, logs, and REST endpoints.
• Run daily production health checks across all regions and keep the platform healthy.
• Escalate only genuine defects with reproducible context and clean packages.
• Improve runbooks and automate repetitive checks with scripts and AI-assisted workflows.

Skills

Customer communication

Ticket ownership

SQL

Troubleshooting

Scripting

AWS basics

REST APIs

Java/Spring boot

Terraform/Kubernetes

Observability tools

Data/Analytics

Salesforce familiarity

Tools

Jira Service Management

Retool

Java/Spring Boot

PostgreSQL

Redis

BigQuery

AWS

SQS/SNS

CloudWatch

Terraform

Kubernetes

Job description

Credentially is seeking a Technical Support Engineer to be the first line of support for a healthcare platform spanning the UK, US, and Canada. You will diagnose alerts, triage tickets, and coordinate with engineering and Customer Success to resolve issues quickly.

In this role, you will use runbooks, SQL, logs, and REST endpoints to replay queues, recover stuck records, and ensure SLA adherence. A strong emphasis on automation and AI-assisted workflows will shape daily tasks.