Support Engineer

As a Support Engineer at Ezra, you will ensure the reliability and resilience of our web platforms, which power our cancer-screening experience. Your mission involves investigating production issues, mitigating incidents, and implementing targeted fixes. You will collaborate with various teams to translate real-world problems into clear technical actions, define high-quality backlog tickets for broader engineering work, and proactively eliminate recurring issues through automation. This role is crucial for delivering secure, delightful products that save lives, focusing on continuous improvement and strong operational practices.

Must Have

• Triage, reproduce, and investigate production issues across the stack
• Own incident mitigation, including validating impact and implementing fixes
• Collaborate closely with product, engineering, operations, and medical teams
• Define high-quality backlog tickets for issues requiring scheduled work
• Create and maintain runbooks and troubleshooting guides
• Proactively eliminate recurring issues through automation and improvements
• Drive continuous improvement via observability and performance tuning
• Contribute to post-incident follow-ups and improve incident response
• 2+ years in technical support, production engineering, backend, or full-stack role
• Hands-on production debugging experience
• Comfortable reading and making changes in production codebases
• Working knowledge of modern JavaScript/TypeScript frontends and backend APIs
• Strong SQL fundamentals (ideally SQL Server)
• Familiarity with operating workloads in a cloud environment (Azure preferred)

Good to Have

• Experience with DICOM, HL7/FHIR, or other healthcare standards
• Background in security & compliance (HIPAA, SOC 2)
• Experience with incident management practices and observability tooling

Perks & Benefits

• Stock options
• Comprehensive health, dental, and vision plans for you and your family
• Flexible work environment
• Team off-sites and wellness initiatives
• Competitive vacation policy
• A culture that emphasizes continuous learning and personal growth

Support Engineer

Location: Remote (US or Canada)

Type: Full-time

Our Mission

Ezra’s mission is to detect cancer early for everyone in the world. Our AI-powered Full Body MRI screens for cancer in up to 13 organs and is available at over 100+ imaging facilities in 30+ cities across the US.

We believe in empowering people to make their own health decisions, offering Ezra as a direct-to-consumer service. Members visit our partner imaging centers for a Full Body MRI and receive an AI-powered report from an Ezra Medical Provider within 7-10 days.

The Ezra radiology reports are generated by our partner radiologists, using Ezra-approved radiology templates. These radiology reports are then converted into consumer-friendly reports using Ezra Reporter, an AI trained to convert radiology reports into plain English.

Your Mission

As a Support Engineer at Ezra, you will help keep the web platforms that power our cancer-screening experience reliable and resilient. You’ll focus on investigating production issues, mitigating incidents, shipping targeted fixes, and turning unclear problems into well-scoped backlog tickets when broader engineering work is required so we can deliver secure, delightful products that save lives.

As a Support Engineer at Ezra, you will:

• Join a passionate and collaborative team dedicated to groundbreaking health solutions.
• Triage, reproduce, and investigate production issues across the stack (application logs, metrics/traces, database queries, and code).
• Own incident mitigation: validate impact, implement safe configuration changes or code fixes, coordinate rollbacks when needed, and confirm recovery.
• Collaborate closely with product, engineering, operations, and medical teams to translate real-world issues into clear technical actions and member-safe outcomes.
• Define high-quality backlog tickets for issues that need scheduled work: repro steps, impact, suspected component(s), acceptance criteria, and priority recommendation.
• Create and maintain runbooks and troubleshooting guides; proactively eliminate recurring issues through automation and “fix-forward” improvements.
• Drive continuous improvement through better observability, performance tuning for key workflows, and stronger operational practices.
• Contribute to post-incident follow-ups (timeline, contributing factors, prevention tasks) and help improve our incident response process.

Who You Are

You’re a collaborative and detail-oriented engineer who thrives in a supportive and mission-driven environment. You have a problem-solving mindset, excellent communication skills, and the ability to clearly articulate technical concepts. You enjoy working as part of a team, have a human-centered approach to technology, and are passionate about the positive impact your work can have on people's health.

Key Requirements

• 2+ years in a technical support, production engineering, backend, or full-stack role (or equivalent) with hands-on production debugging experience.
• Comfortable reading and making changes in production codebases (bonus if you’ve worked with ASP.NET Core / C#).
• Working knowledge of modern JavaScript/TypeScript frontends and backend APIs in production environments.
• Strong SQL fundamentals (ideally SQL Server): investigate issues safely and efficiently and understand performance basics.
• Familiarity with operating workloads in a cloud environment (Azure preferred), including deployments, monitoring, and rollback strategies.
• Excellent written & verbal communication and a bias for collaboration in a cross-functional, Agile environment.
• A strong sense of ownership: you can take an issue from “something’s wrong” → “here’s what it is” → “here’s the fix or the right backlog ticket.”

Nice to Haves

• Experience with DICOM, HL7/FHIR, or other healthcare standards.
• Background in security & compliance (HIPAA, SOC 2).
• Experience with incident management practices (on-call rotations, severity definitions, postmortems) and observability tooling.

What’s in it for you?

As a Support Engineer at Ezra, you'll have the opportunity to make meaningful contributions within a fast growing organization committed to early cancer detection. You’ll also have access to:

• Stock options.
• Comprehensive health, dental, and vision plans for you and your family.
• Flexible work environment.
• Team off-sites and wellness initiatives.
• Competitive vacation policy.
• A culture that emphasizes continuous learning and personal growth.

Our Commitment to Diversity and Inclusion

We’re dedicated to building a diverse team and an inclusive culture. Ezra is an equal opportunity employer and does not discriminate based on race, ethnicity, nationality, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status, or any legally protected status.

Other Requirements

Please include a link to your online portfolio or GitHub repository showcasing relevant technical work when submitting your application.

Important Notice: Legitimate communication from the Function Health team will always come from an email address ending in @functionhealth.com.

Function Health will never request personal information such as banking details or payment during the hiring process. Please be cautious of communications or job offers that come from other email domains, instant messaging platforms, or unsolicited calls. If you ever have doubts about the legitimacy of a communication, please reach out to us directly at talent@functionhealth.com_.