Homeoffice Customer Reliability Engineer chez Pager Health
Pager Health · New York, États-Unis d'Amérique · Remote
- Senior
Pager Health is a connected health platform company that enables healthcare enterprises to deliver high-engagement, intelligent health experiences for their patients, members and teams through integrated technology, AI and concierge services. Our solutions help people get the right care at the right time in the right place and stay healthy, while simultaneously reducing system friction and fragmentation, powering engagement, and orchestrating the enterprise. Pager Health partners with leading payers, providers and employers representing more than 28 million individuals across the United States and Latin America.
We believe that healthcare should work for everyone. We believe that it’s too important to be as cumbersome and difficult as it is. And we believe that there is a better way to deliver a simplified, more meaningful healthcare experience for all – one that we’re determined to enable.
We are seeking a highly skilled and customer-focused Customer Reliability Engineer (Tier III Technical Support) to join our team. This role is critical in ensuring the stability, reliability, and performance of our solutions while serving as the highest level of technical escalation for our customers. The ideal candidate combines deep technical expertise with strong problem-solving skills and a passion for delivering an exceptional customer experience.
You will work closely with engineering, product, and customer success teams to resolve complex issues, drive root cause analysis, and contribute to long-term improvements in our systems and processes.
RESPONSIBILITIES:
- Serve as the Tier III technical escalation point for complex customer issues that cannot be resolved by Tier I or Tier II teams.
- Troubleshoot, diagnose, and resolve advanced technical problems across multiple platforms, systems, and integrations.
- Collaborate with engineering and product teams to reproduce issues, identify root causes, and implement permanent fixes.
- Proactively monitor system performance, reliability, and availability, escalating incidents as needed.
- Partner with Customer Success and Account Management to ensure customers receive timely updates and resolution paths.
- Document technical solutions, best practices, and troubleshooting guides for internal teams and customer self-service resources.
- Analyze incident trends and recommend product or process improvements to reduce recurring issues.
- Participate in on-call rotation to provide after-hours support for critical customer issues.
QUALIFICATIONS:
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or related field, or equivalent hands-on experience.
- 5+ years of experience in technical support, customer reliability, or engineering roles with at least 2 years handling Tier III escalations.
- Strong troubleshooting skills across operating systems, networks, APIs, databases, and cloud-based platforms.
- Demonstrated experience with logging, monitoring, and diagnostic tools - we use New Relic.
- Familiarity with scripting or automation languages (Python, Bash, PowerShell, etc.).
- Excellent communication skills with the ability to explain complex technical issues to both technical and non-technical audiences.
Preferred
- Experience with SaaS or enterprise-level platforms in a customer-facing capacity.
- Certifications in relevant technologies (AWS, Azure, Kubernetes, Networking, etc.).
- Prior experience collaborating with engineering teams on bug fixes and feature enhancements.
- Exposure to ITIL processes, incident management, and service reliability best practices.
Success Measures
- High customer satisfaction scores for escalated support cases.
- Reduction in recurring incidents through proactive monitoring and root cause analysis.
- Effective collaboration with engineering resulting in timely resolution of product-related issues.
- Increased Tier I and II technical proficiency through mentorship and documentation.
For Colorado, Nevada, New York, and Washington DC-based employment: In accordance with the Pay Transparency laws the pay range for this position is $110,000 to $130,000. The compensation package may include stock options, plus a range of medical, dental, vision, financial, generous PTO, stipends for professional development, and wellness benefits. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, certifications, and geographic location. The range listed only applies to Colorado, Nevada, New York, and Washington DC.
At Pager Health, you will work alongside passionate, talented and mission-driven professionals – people who are building scalable platforms, solving critical enterprise-level challenges in health tech and providing concierge services to help individuals access the medical care and wellbeing programs they need.
You will be encouraged to shape your job, stretch your skills and drive the company’s future. You will be part of a remote-first, dynamic and tight-knit team that embraces the challenges and opportunities that come with being part of a growth company. Most importantly, you will be an industry innovator who is making a positive impact on people’s lives.
At Pager Health, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Please be aware that all official communication from Pager Health regarding employment opportunities will originate from email addresses ending in @pager.com. We will never request personal or financial information via email. If you receive an email purporting to be from Pager Health that does not adhere to this format, please do not respond and report it to [email protected].
Pager Health is committed to protecting the privacy and security of your personal information
