Senior Technical Support Engineer - Overnight Shift (PST)

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

For our client, we are seeking a Senior Technical Support Engineer - Overnight Shift (PST) to join the team of a leader in the Hospitals & Medical Centers space.

This role will serve as the senior technical escalation resource for complex healthcare technology issues across multi-system environments. You will own high-visibility customer incidents, partner closely with Product and Engineering, and help ensure enterprise go-lives transition smoothly into steady-state support. The position also plays a key role in improving support quality, creating scalable documentation, and reducing manual effort through better tooling and workflows.

Location: Remote

Compensation: $110,000 – $130,000 annually

Responsibilities

• Serve as the senior technical escalation point for complex multi-system issues, driving them to root cause.
• Own high-visibility customer incidents, leading technical support response during critical events and delivering post-incident reviews.
• Lead technical support coverage for enterprise go-lives, ensuring readiness and smooth transitions to steady-state support.
• Drive ticket quality and SLA attainment through established standards and workflow design, collaborating with Product and Engineering.
• Build and maintain runbooks and troubleshooting guides, mentoring team members to elevate technical skills.
• Partner with automation teams to design and implement self-service tooling that reduces manual ticket handling.
• Represent Technical Support in Engineering triage and incident reviews, using customer impact data for prioritization.

Qualifications

• 6+ years in customer-facing technical roles, such as support engineering, TAM, or solutions/implementation engineering, for enterprise SaaS, with 2+ years as a senior or lead escalation resource.
• Hands-on experience with HL7 v2 messaging and PACS/RIS workflows in healthcare settings.
• Proven ability to debug web and desktop applications in complex Windows environments, including log analysis and network troubleshooting.
• Exceptional communication skills for clear updates and customer-facing ownership during incidents.
• Experience mentoring support engineers and enhancing team performance without direct authority.
• Comfortable in a fast-paced startup environment with a focus on documentation and systematization.

Benefits

• Comprehensive medical, dental, vision, and life insurance
• HSA with employer match, FSA, and DCFSA
• 401(k)
• 11 paid company holidays
• Flexible PTO policy
• Annual company-wide offsite
• Periodic team offsites
• Annual equipment stipend

Our client is an equal opportunity employer. We encourage you to apply even if you don’t meet every qualification—your background could be exactly what this team needs.