Customer Reliability Specialist, Eleos Health

• You are a technical troubleshooter at heart with a passion for diving deep into complex systems while maintaining a customer-first mindset
• You thrive on being the bridge between sophisticated technology and the people who use it, understanding that your role directly impacts healthcare providers' ability to deliver care effectively
• You have a natural talent for pattern recognition in system behaviors and logs, coupled with the analytical mindset to transform these insights into actionable solutions
• You are methodical yet adaptable, having cut your teeth in dynamic technical environments where priorities shift and systems evolve rapidly
• You believe that great technical support goes beyond fixing immediate issues – it's about understanding root causes, building robust monitoring systems, and creating automation that prevents future problems
• Your experience has taught you that effective communication is just as crucial as technical expertise, especially when working with healthcare professionals who depend on technology to serve their patients
• 2+ years of experience in technical support, DevOps, or SRE roles
• Strong proficiency in shell scripting and at least one of: Python, Go, or Ruby
• Extensive experience with API implementations and troubleshooting; familiarity with testing tools like Postman, curl (Linux command), or directly through code
• Proven experience with monitoring tools and observability platforms such as Grafana and Prometheus; familiarity with logging and search platforms like OpenSearch
• Strong understanding of logging systems and log analysis
• Experience with alert management and incident response, including tools like PagerDuty or Opsgenie
• Database administration experience with SQL (e.g., MySQL, PostgreSQL) and NoSQL (e.g., MongoDB, Cassandra) databases
• Experience with cloud platforms (AWS/Azure/GCP)
• Strong Linux systems administration experience (RHEL/CentOS, Ubuntu/Debian) including shell scripting, user management, system updates and networking
• Excellent problem-solving and analytical skills
• Strong written and verbal communication skills
• Ability to work independently and collaborate with international teams

Desirable

• We are seeking a skilled Customer Reliability Specialist with strong technical support and SRE capabilities to bridge the gap between our R&D team and US operations
• This role combines technical support expertise with infrastructure monitoring and optimization, ensuring our systems maintain peak performance while delivering exceptional customer support
• Serve as the primary technical escalation point in the United States for complex customer issues (Tier 3/4 support)
• Design, implement, and maintain monitoring solutions for system metrics, logs, and alerts
• Interface directly with customers to resolve sophisticated technical challenges
• Develop and maintain automation scripts to streamline operations and support processes
• Analyze system performance metrics and recommend improvements
• Collaborate with the R&D team to troubleshoot complex technical issues
• Create and maintain technical documentation for internal and customer use
• Participate in on-call rotation to ensure 24/7 system reliability