Production Support Engineering Lead

Lead hands-on production support while building the processes, tools, and team practices needed to handle customer issues reliably  will investigate time-sensitive problems, coordinate technical escalations, and work across teams to improve service quality and customer experience.

• Develop and improve support processes, tools, team structure, automation, and self-service capabilities.
• Triage, prioritize, communicate, investigate, and resolve engineering support requests, including code-level issues and controlled database updates.
• Lead complex production escalations and ensure clear updates, timely resolution, and follow-through.
• Coordinate with product, engineering, operations, and customer-facing teams to meet service commitments.
• Identify recurring issues and shape improvements to support workflows, reliability, and service performance.
• Coach team members and model ownership, collaboration, and continuous improvement.

• Experience supporting customer-facing production systems with a focus on timely, scalable resolution.
• Hands-on experience with a modern programming language and a database;
  JavaScript or Type Script and MongoDB are preferred.
• Knowledge of incident management, change management, production triage, and operational practices.
• Ability to combine technical contribution with team leadership and coaching.
• Clear communication with technical and non-technical stakeholders, including explaining risks and priorities.
• Customer-focused judgment and experience working in time-sensitive support environments.
• Understanding of controlled change, documentation, auditability, data integrity, and production risk in regulated settings.

• Experience with clinical trial workflows, RTSM or IRT systems, or regulated customer-facing SaaS.

• Remote role with U.S. eligibility requirements that may vary by position.
• Benefits include a 401(k), stock options, medical, dental, and vision coverage, and flexible paid time off.