Tech Stack

Description

As an Escalations Engineer at Prenuvo, you will triage complex issues, dive into logs and code, and work with engineering to keep our platform reliable. You'll respond to technical support requests, troubleshoot incidents, create knowledge base articles, and build tools to improve operational efficiency, all while making a meaningful impact on people's health through proactive healthcare.

Requirements

• 3-5 years of experience in technical support or escalation engineering
• Software development experience (Python, TypeScript, NodeJS, React)
• Experience with observability tools (Datadog, Sentry, New Relic) and Jira
• Experience debugging web applications using browser developer tools
• Calm under pressure with strong prioritization and communication skills

Responsibilities

• Respond to technical support requests via ticketing system and direct message
• Coordinate with teams on Slack to troubleshoot and triage issues by severity
• Respond to incidents, gather information, and guide resolution alongside engineering
• Create knowledge base articles, runbooks, and canned responses in Confluence
• Perform deep troubleshooting using Datadog, Sentry, and code-level investigation