Senior Technical Support Engineer at Twin Health

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Remote

Twin Health

At Twin Health, we empower people to reverse, prevent and improve chronic metabolic diseases. Twin Health invented The Whole Body Digital Twin™ , a dynamic representation of each individual’s unique metabolism, built from thousands of data points collected daily via non-invasive sensors and self-reported preferences. The Whole Body Digital Twin delivers a new standard of care, empowering physicians and patients to make personalized data-driven decisions.

Working here

Our team is passionate, talented, and driven by our purpose to improve the health and happiness of our members. Our culture empowers each Twin to do what’s needed to create impact for our members, partners, and our company, and enjoy their experience at work. Twin Health was awarded Innovator of the Year by Employer Health Innovation Roundtable (EHIR) (out of 358 companies), named to the 2021 CB Insights Digital Health 150, and recognized by Built In's 2022 Best Places To Work Awards. Twin Health has the backing of leading venture capital funds including ICONIQ Growth, Sequoia, and Sofina, enabling us to scale services in the U.S. and globally and help solve the global chronic metabolic disease health crisis. We have recently announced broad and growing partnerships with premier employers, such as Blackstone and Berkshire Hathaway. We are building the company you always wished you worked for. Join us in revolutionizing healthcare and building the most impactful digital health company in the world!

Excited to join us and do your part in improving people’s health and happiness?

Opportunity

As a Senior Reliability Engineer, you will apply deep system techniques and product knowledge to investigate, triage, and resolve the most complex issues from other support channels. In addition to providing product support, this role requires strong communication skills who can consult with a wide range of stakeholders, including product teams, engineering teams, data-science teams, and non-technical audiences. This role is based in the US and 100% remote; you may visit our headquarters in Mountain View, CA occasionally to meet with the rest of the team.

Responsibilities

Be the technical expert on Twin products and provide exceptional product support.
Diagnose and resolve the most complex issues from other support channels in a timely manner.
Analyze issues to identify root causes and develop solutions.
Partner with product/engineering management to improve product quality and provide better user experience.
Build process and troubleshooting documentation in the product support knowledge base and runbook.
Provide training and knowledge transfer.
Work on technical and non-technical projects.
Build tools to automate manual tasks and redundant processes.
Participate in the weekend on-call rotation to address mission-critical incidents as they arise.

Qualifications

BA/BS degree in Computer Science, Computer Engineering or related technical fields.
Minimum of 3 to 4 years of experience in Product Support, Reliability Support, Quality Assurance or related fields.
Minimum of 3 years of programming experience.
Minimum of 3 years of project management experience communicating with internal and external stakeholders.
Strong programming experience with one or more: Python, Java, JavaScript, Django, Node.js.
Strong experience with HTML5 and CSS3.
Strong experience with AWS.
Strong experience with Rest API.
Strong experience in troubleshooting mobile applications.
Excellent analytical skills in analyzing large datasets using SQL.
Familiarity with CRM systems, including Zendesk, Salesforce, and Jira.
Strong oral and written communication skills.
Preferred Qualifications:
MS degree in Computer Science, Computer Engineering or related technical fields.
Strong experience with AWS.
Strong experience with Splunk, Kibana, or any log search tools.
Ability to work in a fast paced and agile development environment.
This remote opportunity is available to US based persons. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Compensation and Benefits

The compensation range for this position is $100,000-$110,000 annually.

In addition, Twin has an ambitious vision to empower people to live healthier and happier lives, and to achieve this purpose, we need the very best people to enhance our cutting-edge technology and medical science, deliver the best possible care, and turn our passion into value for our members, partners and investors. We are committed to delivering an outstanding culture and experience for every Twin employee through a company based on the values of passion, talent, and trust. We offer comprehensive benefits and perks in line with these principles, as well as a high level of flexibility for every Twin

A competitive compensation package in line with leading technology companies
As a remote friendly company we are committed to providing opportunities for all who join to further build relationships, increase cross-functional collaboration, and celebrate our accomplishments.
Opportunity for equity participation
Unlimited vacation with manager approval
16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
401k retirement savings plan

Salary range for US jobs

US Salary Range

$100,000—$110,000 USD

Estimated Salary range:

Our salary intelligence, powered by our AI algorithms, has calculated an estimated range for this position between $75,000 - $100,000 . Please note that the actual salary for this position may vary, as it is dependent on various factors including but not limited to experience, location, and market dynamics.

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