Senior Technical Support Engineer - Overnight (Remote)

Ladders; United States; Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Medical Insurance

HSA with employer match

401(k)

11 paid company holidays

Flexible PTO policy

Annual company offsite

Periodic team offsites

Annual equipment stipend

Job summary

Ladders is seeking a Senior Technical Support Engineer for an overnight PST shift to lead complex healthcare tech escalations in a remote setup. You will own critical incidents, partner with Product and Engineering, and help ensure go-lives transition smoothly into steady-state support.

The role emphasizes improving support quality, scalable documentation, and reducing manual effort through better tooling and workflows in a fast-paced startup environment.

Qualifications

• 6+ years in enterprise SaaS customer-facing tech roles, with senior escalation experience.
• HL7 v2 messaging and PACS/RIS workflows experience in healthcare settings.
• Ability to debug web and desktop apps in Windows environments, including log analysis and network troubleshooting.
• Excellent communication during incidents and updates for customers.
• Experience mentoring without direct authority to elevate team performance.
• Comfortable in a fast-paced startup with a focus on documentation and standardization.

Responsibilities

• Serve as senior technical escalation point for complex multi-system issues and drive to root cause.
• Own high-visibility incidents, lead technical response during critical events, and conduct post-incident reviews.
• Lead technical support coverage for enterprise go-lives and ensure smooth transitions to steady-state support.
• Improve ticket quality and SLAs through standard processes and workflow design with Product and Engineering.
• Build and maintain runbooks and troubleshooting guides; mentor teammates to raise skills.
• Collaborate with automation teams to design self-service tooling reducing manual tickets.
• Represent Technical Support in Engineering triage and incident reviews using customer impact data.

Skills

HL7 v2

PACS/RIS workflows

Windows troubleshooting

Incident ownership

Team mentoring

Tools

Windows

Log analysis tools

Job description

Ladders is seeking a Senior Technical Support Engineer for an overnight PST shift to lead complex healthcare tech escalations in a remote setup. You will own critical incidents, partner with Product and Engineering, and help ensure go-lives transition smoothly into steady-state support.

The role emphasizes improving support quality, scalable documentation, and reducing manual effort through better tooling and workflows in a fast-paced startup environment.