Company Description

Amwell is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. We offer a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 150 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 80 million lives.

Brief Overview:

Lead Application Support Engineer will play a critical role in the Amwell Production Support Team and provide L3 support to both internal and external customers. Specifically, they will work on ticket triage, troubleshooting, root cause analysis, and problem-solving.

The ideal candidate for this role will be a hands-on technical leader, who is ready to take on engaging across cross-functional areas including system architecture, performance, analytics, microservices, visualizations, and log analysis. Strong background in distributed architecture and experience in supporting a SaaS platform is highly desired.

Core Responsibilities

• Provide outstanding service and technical support to both Amwell's internal and external stakeholders
• Take ownership of resolving customer problems while ensuring an outstanding customer experience
• Champion our customers throughout the entire support case journey
• Develop and maintain deep understanding of the Amwell Product Portfolio
• Develop and maintain deep understanding of Observability and Troubleshooting tools
• Troubleshoot technical issues to establish the root cause of problems
• Create, reuse, improve, and maintain quality knowledge articles as part of the case management workflow
• Reproduce customer issues, file bug reports, raise issues to Engineering, and be the bridge between customer-facing teams and developers
• Drive continuous improvement of tools, processes, and product supportability
• Participate in special projects and perform other job-related duties as assigned
• Participate in Production Support on-call rotation

Qualifications

• Proven expertise with a track record of operational support within microservice-based solutions in a multi-user, multi-platform, and multi-tier environment.
• Experience in technical support, or similar technical role with a strong preference for experience in DevOps and SaaS Operations
• Expertise in operational monitoring tools such as Nagios, the ELK stack (Elasticsearch, Logstash, and Kibana)
• Knowledge of Python, Perl and shell scripting, XML, HTML, or other scripting languages
• Knowledgeable in software engineering languages and tools
• Proficient in new and emerging middleware technologies such Kafka, MQ, Elasticache
• Strong AWS Experience including AWS Lambda, Kubernetes, API Gateway, Docker, etc
• Understanding of networking concepts including network protocols (DNS, TCP/IP, etc.)
• Experience with JSON, REST API, Gitlab, Open Telemetry, and similar technologies
• Understanding of Regex, HAR analysis, and HTTP event codes
• Strong problem-solving, troubleshooting, planning, and organization skills
• Hands-on lead capable of executing strongly both as an individual contributor and as a member of a team
• Bachelor or Master's degree in Computer Science or equivalent field of study

Additional information

Working at Amwell:

Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. We're a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic.

Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.

Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars - our Workplace, our Workforce and our Community.

Amwell is a "virtual first" workplace, which means you can work from anywhere, coming together physically for ideation, collaboration and client meetings. We enable our employees with the tools, resources and opportunities to do their jobs effectively wherever they are!

The typical base salary range for this position is $112,080 - $154,110. The actual salary offer will ultimately depend on multiple factors including, but not limited to, knowledge, skills, relevant education, experience, complexity or specialization of talent, and other objective factors. In addition to base salary, this role may be eligible for an annual bonus based on a combination of company performance and employee performance. Long-term incentive and short-term variable compensation may be offered as part of the compensation package dependent on the role. Some roles may be commission based, in which case the total compensation will be based on a commission and the above range may not be an accurate representation of total compensation.

Further, the above range is subject to change based on market demands and operational needs and does not constitute a promise of a particular wage or a guarantee of employment. Your recruiter can share more during the hiring process about the specific salary range based on the above factors listed.

Additional Benefits

• Unlimited Personal Time Off (Vacation time)
• 401K match
• Competitive healthcare, dental and vision insurance plans
• Paid Parental Leave (Maternity and Paternity leave)
• Employee Stock Purchase Program
• Free access to Amwell's Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic's second opinion program
• Free Subscription to the Calm App
• Tuition Assistance Program
• Pet Insurance