Remote Healthtech SaaS Support Engineer (1099)

Carex Consulting Group; Chicago (IL); Remote; USD 90,000 - 120,000; Full time

Job summary

Carex Consulting Group is partnering with a Healthtech industry partner to hire a Technical Support Engineer responsible for first-line production support of a mission-critical SaaS platform, across multiple regions. You will own incidents from alert to resolution, investigating issues and escalating defects with actionable context.

You'll collaborate with Customer Success and Engineering, monitor alerts via PagerDuty, Sentry, CloudWatch, and Grafana, and automate repetitive tasks using

Qualifications

• 5+ years in a customer-facing technical support role with ownership from report to resolution.
• Strong ability to explain technical issues to non-technical audiences.
• Experience triaging incidents, meeting SLAs, and escalation as needed.
• Proficient in SQL with the ability to investigate data issues and run targeted corrections.
• Proficiency in Python and/or Bash for automation and investigation.

Responsibilities

• Own and triage the support queue, prioritizing based on impact and urgency.
• Monitor production alerts across PagerDuty, Sentry, CloudWatch, Grafana, and Prometheus.
• Investigate issues using SQL, logs, REST endpoints, and runbooks.
• Perform safe remediation and recover stuck records or data issues.
• Communicate updates clearly to customers and success teams during incidents.
• Escalate genuine defects to engineering with context and reproduction steps.
• Improve runbooks and alert quality based on incidents.
• Automate repetitive investigations and workflows with Python/Bash and AI tools.
• Troubleshoot REST/OpenAPI integrations with third-party systems.

Skills

Customer support

SQL

Python

Bash

AWS

REST APIs

OpenAPI

AI tools

PostgreSQL

Java tracing

Tools

PagerDuty

Sentry

Grafana

Prometheus

CloudWatch

Job description

Carex Consulting Group is partnering with a Healthtech industry partner to hire a Technical Support Engineer responsible for first-line production support of a mission-critical SaaS platform, across multiple regions. You will own incidents from alert to resolution, investigating issues and escalating defects with actionable context.

You'll collaborate with Customer Success and Engineering, monitor alerts via PagerDuty, Sentry, CloudWatch, and Grafana, and automate repetitive tasks using