Principal Application Support Engineer – AI Products & Agents

Own end-to-end production support for a suite of healthcare/pharma-related products, including final escalation and major incident leadership across frontend, backend, integrations, data stores, and cloud infrastructure.

Drive systemic reliability improvements through root cause analysis, operational guardrails, automation, and collaboration with engineering to implement durable fixes.

Mentor and lead support engineers, improve observability and alerting, and influence operational standards to measurably enhance uptime, latency, and customer experience.

7–10 years experience in application support, production engineering, SRE, or software engineering with ownership of high-severity incident response.

Strong hands-on experience with production debugging across web applications, RESTful APIs, PostgreSQL, Redis, and cloud platforms (AWS, Azure, or GCP).

Proficiency in incident management tools (ServiceNow, Jira), monitoring/logging stacks (CloudWatch, ELK, Datadog, Splunk, etc.), and automation using Bash, Python, or JavaScript.

Willingness to work non-standard shift hours (including weekends and holidays) with availability across two shifts: 6:00 AM–2:00 PM or 2:00 PM–11:00 PM.

A senior technical leader comfortable owning complex, cross-team incident resolution and driving measurable operational reliability improvements in regulated healthcare/pharma environments.

Highly skilled in systems thinking with strong expertise in distributed services, cloud infrastructure, and production support tooling.

Experienced mentor who can elevate team capabilities and formalize operational standards and automation to reduce toil and improve response consistency.