Technical Escalations Engineer, DrChrono – REMOTE (US)

At EverCommerce [Nasdaq: EVCM], we are on a mission to digitally transform the service economy with tailored, end-to-end SaaS solutions that simplify and empower the lives of our 685,000+ customers. As a leading service commerce platform, our modern digital and mobile applications create predictable, informed, and convenient experiences between customers and their service professionals in the areas of Home & Field Services, Health Services, and Fitness & Wellness industries.

We are building an extraordinary company and looking for talented, energetic, and motivated people to join our team. You can learn more about our Company, Culture and Values here: https://careers.evercommerce.com/us/en

We are looking for a Technical Escalations Engineer to focus on DrChrono, EverHealth’s EHR focused on primary care, medical specialties and other modalities of care. DrChrono enables medical practices of all sizes to make care more informed, more personalized, more interactive, and more adaptable. Our platform has been used by thousands of physicians who in turn have provided care to millions of patients. Our products can be tailored to any medical practice—small, large, or specialty—and are open to third-party innovation via a robust API. We’re one of the most tech-forward healthcare players in the EHR industry and our philosophy “more time with patients, less time doing paperwork” drives constant innovation throughout the company.

As a Technical Escalations Engineer on the Technical Escalations team you are responsible for solving the many production puzzles uncovered by our customers, partners and internal staff. This team is a key bridge between customer support and the engineering group, collaborating with the right team to come to a resolution.

Responsibilities:

• Triage complex software issues and provide resolution or escalate with detail to appropriate teams
• Reproduce issues and replicate in other environments as needed
• Document issues and contribute to internal team documentation
• Collaborate with Development, QA, DevOps and other teams to reach solutions
• Develop and enhance tooling to support day to day activities and faster resolutions of repeat issues
• Expand breadth and depth of knowledge of DrChrono and EverHealth solutions
• Participate in and provide support to DrChrono after-hours and/or on-call as part of a rotating schedule
• Asses and document root cause analysis of incidents
• Serve as the customer advocate for timely resolution of issues and handling of escalations
• Provide insights and drive continuous improvement given exposure to customer, products and process
  

Skills and Experience needed for success in this role:

• 2+ years of backend or service experience (Python, Java, C#, Ruby, Go)
• 2+ years of experience with REST APIs
• Working knowledge of SQL and Object to Relational Mapping frameworks
• Strong written and verbal communications skills
• Propensity to overcome challenges and solve “hard” problems
• Relentless desire to deliver, say what you’ll do, and do what you say
• Ability to manage multiple priorities within a fast-paced environment

Nice to Haves:

• Bachelor of Science in Computer Science or Information Systems
• Front-end development experience (React, or Vue.js)
• New Relic or similar APM/metric tooling experience
• Kibana, Cloudwatch or similar logging tooling experience
• Prometheus or Open Telemetry experience
• Sentry or similar error reporting and aggregation tooling experience
• Experience working in or with agile software delivery teams

Where:
The EverCommerce team is distributed globally, with teams in the U.S., Canada, the U.K., Jordan, New Zealand, and Australia. With a widely distributed team, we are used to working remotely across different time zones. This role can be based anywhere in the United States – if you’re close to one of our offices, we can set you up in-office or you can work 100% remotely. Please note that you must be eligible to work without sponsorship to qualify for this position, and this role may require travel to our Corporate Headquarters in Denver, Colorado, or to other office locations around North America.

Benefits and Perks:

• Flexibility to work where/how you want within your country of employment – in-office, remote, or hybrid
• Continued investment in your professional development through Udemy
• Robust health and wellness benefits, including an annual wellness stipend
• 401k with up to a 4% match and immediate vesting
• Flexible and generous (FTO) time-off
• Employee Stock Purchase Program
• Student Loan Repayment Program

Compensation: EverCommerce is committed to equal pay and transparency. The annual base salary range for this position is $75,000 - $95,000 USD Per Year. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. EverCommerce considers factors such as (but not limited to) scope and responsibilities of the position, candidate’s work experience, candidate’s work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.