Senior Platform Support Engineer, Progyny
$155-175k
Offers equity and bonus
More information about location
3 days a week in office
Fertility benefits management company
Job no longer available
Fertility benefits management company
501-1000 employees
Job no longer available
$155-175k
Offers equity and bonus
More information about location
3 days a week in office
501-1000 employees
Company mission
To empower healthier, supported journeys through transformative fertility, family building and women’s health benefits.
Role
Who you are
- 10+ years working in a moderate-to-large sized engineering organization, with specific role on support process development and incident management leadership
- Experienced in support toolchains and common vendor solutions (ticketing, monitoring/alerting, synthetic monitoring, on-call management & notification, etc.)
- Proven experience in the application and evolution of different engineering team operating models (dedicated feature teams, platform teams, etc.) and planning/delivery models (Agile, Scrum, Kanban, lean development, etc.)
- Proven experience in analysis and data-driven improvement of monitoring/alerting and incident response and resolution practices
- Deep knowledge in product and software development lifecycle management and different patterns for support, tooling and reporting options, and obligations for supporting healthcare and financial compliance without sacrificing engineering effectiveness and enjoyment
What the job involves
- The Support Lead role is dedicated to ensuring that our software engineering organization operates with a constant vigilance to the ‘what if?’ scenarios and ensuring compliance and orderly management of incidents and support readiness activities
- A successful individual in this role needs to lead with a pragmatic focus on driving optimal return-to-service systems and processes, but spends more efforts on assurance that outage or user-supporting incidents are avoided, through audit, training, and dress rehearsal exercises that identity and mitigate potential failure points before they ‘manifest in the wild’
- While this position reports into the Technology & Engineering organization, this role is expected to support a holistic perspective on integrated support models for clients & members, whether it is foundationally technology-related or not
- Leads and influences the coordinated development, rollout, and analysis of engineering & product organization practices related to incident response and management practices
- Works with Engineering and Product stakeholders to coordinate support readiness process development and validation prior to release of new features and system enhancements
- Has responsibility for the ongoing review and refinement of incident management policies and procedures in conjunction with organization and platform change activities
- Works with extended stakeholders to drive coordinate return-to-service plans including support runbook development, escalation procedures, and notification/alert thresholds
- Supports development and maintenance of standard communication models, coordinated delivery practices and SDLC (software delivery lifecycle) enhancements for incident management
- Responsible for the analysis of support system and process effectiveness and driving continuous improvement
- Works closely with organization leadership to drive alignment on corporate initiatives with implications to support and defect/incident containment
- Ensures that individual teams operating models align to a shared set of organization obligations on reporting, planning, and support readiness while still allowing for the flexibility of unique team operational models
- Ensures incident management and post-mortem activities maintain audit and reporting/notification obligations as determined by incident severity, impacted parties, and potential contractual, compliance, or legislative requirements
- Leads implementation of support/incident management toolchain, including ongoing refinement from recurring gap analysis
Our take
Progyny stands at the forefront of fertility benefits management in the United States, reshaping the landscape of fertility and family-building benefits through its holistic approach that caters to employers, patients, and physicians alike. As the demand for fertility benefits surges amidst a competitive labor market, Progyny has experienced remarkable growth, boasting a client base exceeding 370 across 40 industries.
In a testament to its commitment to comprehensive care, Progyny has recently expanded its provider network to encompass reproductive urologists (RU), recognizing the significance of male-factor infertility which accounts for approximately one-third of infertility cases. This expansion extends coverage and accessibility to millions, underscoring Progyny's dedication to addressing diverse fertility needs.
Through its strategic expansions and unwavering dedication, Progyny continues to pioneer advancements in fertility and family-building benefits. by fostering inclusivity and providing unparalleled support, Progyny remains at the forefront of revolutionizing reproductive healthcare, shaping a brighter future for individuals and families alike.
Steph
Company Specialist at Welcome to the Jungle
Insights
41% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Nov 2017
$5m
EARLY VC
May 2017
$10m
SERIES B
Total funding: $98.3m
Company benefits
- Family friendly benefits: Paid family and parental leave-, fertility and family building benefits (including egg freezing, IVF, and adoption support), family care fund and Parents’ Employee Resource Group
- Health, dental, vision and life insurance options for employees and family
- Free in-person, virtual and text-based mental health and wellness support
- Paid time off, including vacation, sick leave, personal days and summer flex time
- Company equity
- Bonus program
- 401(k) plan with company match
- Access to on-demand legal and financial advice
- Company social events
- Flex days (3 days a week in the office) and onsite meals and snacks for employees reporting into our NY office
Company HQ
Garment District, New York, NY
Leadership
Pete Anevski
(CEO, not founder)Held several other executive positions at the company, such as COO & CFO, before becoming CEO in 2022. Former Executive VP & CFO of WebMD.
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