Get Well · 3 months ago
Application Support Engineer (Tier 3)
Bethesda, MD
Full-time
Onsite
Mid, Senior Level
$95K/yr - $120K/yr
5+ years expGet Well is redefining digital patient engagement by putting patients in control of their personalized healthcare journeys. The Application Support Engineer (Tier 3) will improve employee and client experiences by diagnosing and resolving support incidents in client production environments, while also supporting key production activities related to product enhancements.
Health CareHospitalMedicalSoftware
Responsibilities
Serve as the primary after-hours support resource when needed, fulfilling the core responsibilities of Client Support Specialists and Client Support Engineers—including monitoring system alerts (e.g., Icinga), intaking and triaging client-reported issues, answering support calls, and escalating incidents in alignment with established support protocols
Be available to perform production-level activities on behalf of Product Engineering, including executing critical deployments, troubleshooting complex issues, and supporting high-priority roadmap initiatives to ensure system stability and successful feature delivery
Expeditiously address Support Incident tickets that require handling by Tier 3 Engineering resources
Appropriately liaise with Product Development and Engineering resources, forming a durable and cross-functional relationship that focuses on on-going knowledge transfer and professional development
Mentor and upskill Tier 2 agents so there is expanded knowledge and skill sets, ultimately reducing the number of tickets that require Tier 3 support
Improve upon existing Support documentation to improve the health of Knowledge Management
Provide Support Incident trends and insights to QA Engineering to help fortify the health of software as it’s released
Aid in documentation of Root Cause Analyses, Standard Operating Procedures, and general technical knowledge articles for client and internal consumption using lessons learned to proactively address similar issues moving forward
Flexibility in primary work hour scheduling is expected, including on weekends or holidays, to appropriately address the needs of clients and business operations
Qualification
Required
Current or previous experience in a technical Support or Engineering role at Get Well
At least 5 years of tenure at Get Well in roles that demonstrate progressive technical responsibility, collaboration across teams, and a commitment to client satisfaction — however, high-performing team members with less tenure are also encouraged to apply
Direct experience working on client production support issues, including triaging, troubleshooting, and resolving escalated incidents, preferably in collaboration with Product Development and Engineering
Proven ability to navigate internal systems, tools, and processes, such as ticketing platforms, Icinga, technical documentation repositories, and deployment workflows
Advanced product knowledge and deep understanding of the technology stacks within the Get Well product portfolio
Experience navigating APIs, analyzing system logs, querying databases, and working with modern web application architectures
Demonstrated proficiency in reading and interpreting various types of system and application logs, including WildFly, NGINX, webOS, iPad, and AWS CloudWatch
Exceptional problem-solving and troubleshooting skills
Experience with both on-prem and cloud deployed infrastructure and knowledge of software deployment lifecycles in multiple environments
Ability to work effectively and positively across numerous teams within the organization
Strong written and verbal communication skills with the ability to work with ease in client-facing scenarios
Demonstration of strong organizational and time management skills with the ability to juggle multiple priorities
Solution mindset with an inclination towards identifying opportunities for operational improvement
Benefits
Exceptionally generous paid time away from work
A variety of paid leave programs
Savings opportunities with 401(k) and incentive plans
Internal education programs
Full array of health benefits
Fitness reimbursement
Cell phone subsidy
Casual offices with snacks and drinks
Peer recognition programs
Health advocacy and employee assistance programs
Chili cook-offs
Pet insurance (yes, really)
An environment that supports YOU
Company
Get Well
Now part of SAIGroup, Get Well is redefining digital patient engagement by putting patients in control of their healthcare, inside and outside the hospital.
201-500 employees
H1B Sponsorship
Get Well has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
2020 (3)
Funding
Current Stage
Growth StageTotal Funding
$19MKey Investors
Valhalla Partners
2024-07-09Acquired
2013-06-05Series Unknown
2009-03-04Series C· $10M
Leadership Team
Michael O'Neil
Founder
Recent News
Fierce Healthcare
2025-12-10
2025-09-12
Company data provided by crunchbase