Senior Production Support Engineer

Antidote Health Group; New York (NY); Hybrid; USD 100,000 - 130,000; Full time

Benefits offered by this job

Equity eligibility

401(k)

Paid vacation

Company holidays

Job summary

Antidote Health is seeking a Senior Production Support Engineer to own technical production issues from Customer Support and automated alerts. The role involves deep root-cause analysis, building automation, and collaborating with Engineering.

Hybrid NYC-based with two on-site days per week, and an on-call rotation beyond standard hours. Ideal candidates will have 7+ years in production support, strong SQL/log analysis skills, and experience using AI tools to boost efficiency.

Qualifications

• 7+ years experience as a Production Support engineer.
• Hands-on experience with SQL, log analysis, and debugging production systems.
• Strong analytical skills to investigate and resolve complex technical issues.
• Solid understanding of system architecture and operational processes.
• Experience leveraging AI tools to improve efficiency and productivity.
• Experience working with monitoring and alerting systems.

Responsibilities

• Investigate and resolve complex production issues reported by Customer Support or flagged by alerting systems.
• Analyze logs and run SQL queries to diagnose problems and validate fixes.
• Identify root causes and drive corrective actions to reduce incident recurrence.
• Build internal tools, automations, and runbooks to improve efficiency.
• Understand system architecture to deliver scalable resolutions.
• Document incidents, findings, and fixes, and communicate statuses to the engineering team.
• Identify systemic patterns to improve reliability and customer experience.
• Collaborate with Customer Support and Engineering; participate in on-call rotations.

Skills

SQL

Log analysis

Root cause analysis

Automation

AI tools

Tools

Monitoring systems

Debugging tooling

Job description

Antidote Health is a tech-driven health insurance company on a mission to make healthcare easier, accessible, and more affordable. We're rethinking how healthcare works-using technology to remove the friction, complexity, and delays that define the traditional system. Instead of navigating paperwork, long waits, and disconnected experiences, we're building a simpler, more connected way for people to get care.

Our platform combines health coverage, virtual care, and a modern member experience into one seamless system designed to help people actually use their benefits.

We offer Affordable Care Act (ACA) health plans in Arizona, Ohio, Georgia, and Texas, and we're growing quickly. We're building a company focused on solving real problems-with real impact on people's lives.

Position Overview

In this role, you will own technical production support cases originating from both the Customer Support team and automated alerting systems. The primary goal is to resolve issues, deeply investigate root causes, reduce repeat incidents, and proactively build tools and automations to reduce manual engineering load.
This is a full-time role that requires an on-call rotation and availability for non-standard hours. This is a hybrid opportunity with 2 days a week on site expected in our NYC office.

Key Responsibilities

• Issue Resolution: Investigate and resolve complex production issues reported by Customer Support or flagged by alerting systems.
• Technical Diagnostics: Analyze logs and run SQL queries to diagnose problems and validate fixes.
• Root Cause Analysis (RCA): Identify root causes and drive corrective/preventive actions to reduce incident recurrence.
• Automation & Tools: Build internal tools, automations, and runbooks to improve efficiency and minimize manual overhead.
• Architecture Alignment: Understand system architecture and operational processes to deliver effective, scalable resolutions.
• Documentation & Communication: Document incidents, findings, and fixes, and communicate statuses and recommendations to the engineering team.
• Continuous Improvement: Identify systemic patterns to improve system reliability and customer experience.
• Collaboration: Work independently and collaborate closely with Customer Support and Engineering.
• Rotation of weekends & holidays accross the Tech Support team.

Qualifications

Required:

• 7+ years of experience as a Production Support engineer.
• Hands-on experience with SQL, log analysis, and debugging production systems.
• Strong analytical skills to investigate and resolve complex technical issues.
• Solid understanding of system architecture and operational processes.
• Experience leveraging AI tools to improve efficiency and productivity.
• Experience working with monitoring and alerting systems.

Preferred:

• Environment: Experience working in a startup or fast-paced environment.
• Automation: Experience building internal tools or scripting (Python and/or Bash).
• Quality Assurance: QA and/or test automation experience.
• Excellent problem-solving skills and attention to details
• Ability to operate independently
• Strong collaboration and cross-functional partnership skills
• Results-oriented

Compensation and Benefits

• Base salary range: $100,000-130,000 (commensurate with experience and location)
• Eligibility for equity
• 401(k)
• Paid vacation and sick time and company holidays

Company Standards and Expectations

• Employment is at-will, meaning either the employee or the company may terminate employment at any time, with or without cause, in accordance with applicable law
• Employees are expected to adhere to all company policies, including confidentiality, data protection, and code of conduct
• Responsibilities may evolve based on business needs, and flexibility is expected as the company scales
• Compliance with all applicable federal, state, and local laws and regulations is required

Equal Opportunity Statement

Antidote Health is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.