Production Support Engineer

Antidote Health is a tech-driven health insurance company on a mission to make healthcare easier, accessible, and more affordable. We’re rethinking how healthcare works—using technology to remove the friction, complexity, and delays that define the traditional system. Instead of navigating paperwork, long waits, and disconnected experiences, we’re building a simpler, more connected way for people to get care.

Our platform combines health coverage, virtual care, and a modern member experience into one seamless system designed to help people actually use their benefits.

We offer Affordable Care Act (ACA) health plans in Arizona, Ohio, Georgia, and Texas, and we’re growing quickly. We’re building a company focused on solving real problems—with real impact on people’s lives.

In this role, you will owner technical production support cases originating from both the Customer Support team and automated alerting systems. The primary goal is to resolve issues, deeply investigate root causes, reduce repeat incidents, and proactively build tools and automations to reduce manual engineering load. This is a full-time role that requires an on-call rotation and availability for non-standard hours.

This role has multiple openings, we are seeking 1 person to be hybrid in our NYC office 2 days a week onsite. We are also seeking to hire two candidates in PST or MTN timezones, or someone willing to work those hours. Our coverage for this role is 8am-Midnight EST zone.

• Issue Resolution:
  Investigate and resolve complex production issues reported by Customer Support or flagged by alerting systems.
• Technical Diagnostics:
  Analyze logs and run SQL queries to diagnose problems and validate fixes.
• Root Cause Analysis (RCA):
  Identify root causes and drive corrective/preventive actions to reduce incident recurrence.
• Automation & Tools:
  Build internal tools, automations, and runbooks to improve efficiency and minimize manual overhead.
• Architecture Alignment:
  Understand system architecture and operational processes to deliver effective, scalable resolutions.
• Documentation & Communication:
  Document incidents, findings, and fixes, and communicate statuses and recommendations to the engineering team.
• Continuous Improvement:
  Identify systemic patterns to improve system reliability and customer experience.
• Collaboration:
  
  Work independently and collaborate closely with Customer Support and Engineering.
• Rotation of weekends & holidays accross the Tech Support team.

• 3+ years of experience as a Production Support engineer.
• Hands-on experience with SQL, log analysis, and debugging production systems.
• Strong analytical skills to investigate and resolve complex technical issues.
• Solid understanding of system architecture and operational processes.
• Experience leveraging AI tools to improve efficiency and productivity.
• Experience working with monitoring and alerting systems.

• Environment:
  Experience working in a startup or fast-paced environment.
• Automation:
  Experience building internal tools or scripting (Python and/or Bash).
• Quality Assurance: QA and/or test automation experience.
• Excellent problem-solving skills and attention to details
• Ability to operate independently
• Strong collaboration and cross-functional partnership skills
• Results-oriented

• Base salary range: $92,000-$118,000 (commensurate with experience and location)
• Eligibility for equity
• 401(k)
• Paid vacation and sick time and company holidays

• Employment is at-will, meaning either the employee or the company may terminate employment at any time, with or without cause, in accordance with applicable law
• Employees are expected to adhere to all company policies, including confidentiality, data protection, and code of conduct
• Responsibilities may evolve based on business needs, and flexibility is expected as the company scales
• Compliance with all applicable federal, state, and local laws and regulations is required

Antidote Health is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.