Senior Support Engineer I (Medtech)

TL;DR

Senior Support Engineer I (Medtech): Resolving complex technical issues and improving system reliability for a mental healthcare platform with an accent on root cause analysis, tooling, and operational simplicity. Focus on investigating production-impacting incidents, designing automation, and advocating for system observability with Product and Engineering teams.

Location: This is a hybrid role based in San Francisco with an expectation to be in office 2-3 days a week.

Salary: $183,000–$205,500

Company

hirify.global is a leading mental healthcare provider leveraging clinically validated technology to deliver tailored care to individuals and partner with over 450 companies.

What you will do

• Investigate and resolve complex technical support issues, including production-impacting incidents.
• Serve as a senior escalation point for high-severity incidents, driving root cause analysis and durable fixes.
• Identify patterns in recurring issues and design automation, tooling, or process improvements.
• Partner with Product and Engineering teams to advocate for observability, system reliability, and operational simplicity.
• Contribute to and improve internal runbooks, documentation, and support workflows.
• Translate support trends into actionable insights that improve platform stability and user experience.

Requirements

• 7+ years of experience in Support Engineering, Site Reliability Engineering, or Software Engineering.
• Strong ability to read, understand, and debug production code in modern web application stacks.
• Experience conducting structured root cause analysis for complex, distributed systems.
• Experience responding to incidents where reliability directly impacts users.
• Demonstrated ability to independently scope and drive technical improvements from problem identification to implementation.
• Strong written and verbal communication skills, including the ability to explain complex technical concepts clearly to non-technical stakeholders.

Nice to have

• Familiarity with AWS infrastructure and modern observability tools such as Datadog, Sentry, or Splunk.
• Experience building internal tooling or automation to improve engineering efficiency.
• Experience in HIPAA-compliant or highly regulated environments.

Culture & Benefits

• Health, Dental, Vision benefits starting on day one, including access to One Medical, HSA and FSA plans.
• Employer sponsored 401(k) match of up to 2% for retirement planning.
• Yearly allotment of no-cost visits to hirify.global network of therapists, coaches, and medication management providers for you and your dependents.
• Competitive paid time off policies including vacation, sick leave, and company holidays.
• Parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents after 6 months tenure.
• Access to Noom, fertility care support through Carrot, Wellhub, and BrightHorizons for child/elder care.
• Up to $1,000 Professional Development Reimbursement a year.