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Production Support Software Engineer- 3rd Shift (Open to Remote)

Company: Olive
Location: Cleveland
Posted on: January 16, 2022

Job Description:


Olive's AI workforce is built to fix our broken healthcare system by addressing healthcare's most burdensome issues -- delivering hospitals and health systems increased revenue, reduced costs, and increased capacity. People feel lost in the system today and healthcare employees are essentially working in the dark due to outdated technology that creates a lack of shared knowledge and siloed data. Olive is designed to drive connections, shining a new light on the broken healthcare processes that stand between providers and patient care. She uses AI to reveal life-changing insights that make healthcare more efficient, affordable and effective. Olive's vision is to unleash a trillion dollars of hidden potential within healthcare by connecting its disconnected systems. Olive is improving healthcare operations today, so everyone can benefit from a healthier industry tomorrow.

Job Summary

Omega is Olive's digital workforce operations center dedicated to ensuring that Olive keeps her promise, by providing support, analysis, communications, and continual improvements to all live customer bots.

The Production Support Engineer at Olive is part of Omega's rapidly growing Watch Engineering team. This role ensures that Olive's products and services are running successfully and adding value for Olive's customers. This includes responding to alerts and notifications, monitoring results, and troubleshooting issues. Individuals in this role collaborate closely with Customer Experience, Software Engineering, and Quality Engineering roles to determine solutions and improve services over time. The ideal candidate has interest in both software development and operational areas, enjoys problem solving, and collaborating with other motivated professionals in a dynamic environment. The schedule for this role is: four ten-hour shifts. Thursday through Sunday, 2am - 10am EST or Saturday through Tuesday, 12:00 am - 10:00 am EST.

Responsibilities (to Include But Not Limited To)

  • Take full ownership of technical support issues, including initial troubleshooting, identification of root causes, and making coding updates accordingly.
  • Serve as an escalation point to resolve issues fielded by Tier 1 support team.
  • Debug and triage issues related to infrastructure and workflow stability improvement and identify optimization opportunities.
  • Make recommendations and determine permanent solutions for Olive automations.
  • Ensure all issues are resolved or escalated to the proper resources while maintaining communication with relevant internal teams and customers.
  • Escalate problems in accordance with defined procedures.
  • Work with multiple internal stakeholders in a timely fashion to accept the transition of workflows from build engineering to long term support.
  • Maintain strong working knowledge of released products and provide feedback to product and development teams to help improve our in house process automation tools.
  • Be responsive to customer needs which requires working outside of normal business hours or on-call rotation.
    • Bachelor's degree in a technology-related field or equivalent work experience
    • 2+ years of experience in a technical support, DevOps, development, IT consulting or other technology related role
    • Knowledge of enterprise-class monitoring and alerting tools
    • Experience in one of the following programming languages: Javascript, Typescript, Ruby, Python, Java
    • Strong attention to detail and logical problem solving skills, with a passion for quality
    • Knowledge of data-interchange technologies (JSON/XML/Soap)
    • Knowledge of automated deployment tools and CI/CD pipelines
    • Understanding of Version Control Systems such as Git, Github or Bitbucket
    • Understanding of large scale software & system architecture
    • Able to organize multiple tasks and prioritize them to meet specific deadlines, work under own initiative, and respond to peaks in demand
    • Able to work as part of a team with a strong commitment to a high quality customer experience and continuous improvement
      Preferred Skills/Experience
      • Able to troubleshoot remote connectivity in applications such as Citrix Receiver, Horizon VMWare Client, RDP
      • Ability to triage/investigate complex systems
      • Knowledge of Cloud Services (e.g. AWS, Azure), cloud specific tools and data structures
      • Experience with Agile tools, eg. Jira, Trello, Pivotal
      • Proficiency with recent Windows Server operating systems
      • Healthcare IT and EHR knowledge
      • Experience with SQL statements for data filtering and retrieval
        At Olive, we're committed to growing and empowering an inclusive community within our company and industry. This is why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives across our organization. Research shows that oftentimes women and other minority groups only apply to open roles if they meet 100% of the listed criteria. Olive encourages everyone - including women, people of color, individuals with disabilities and those in the LGBTQIA+ community - to apply for our available positions, even if they don't necessarily check every box on the job description.

Keywords: Olive, Cleveland , Production Support Software Engineer- 3rd Shift (Open to Remote), Professions , Cleveland, Ohio

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