Production Support Engineer

Posted by Colin Dean

Company Details

Arcadia.io (f.k.a. Arcadia Healthcare Solutions)

Pittsburgh

Remote Ok

FTE only

Description

As one of our first support engineers, you will have the opportunity to shape the way that Arcadia supports its data extraction products.

Regardless of your experience level – from a veteran with impeccable “bedside” manner, to someone early in their career and eager to be putting out fires, you will be a member of a team, not a lone wolf or “person with the pager”.

We expect much of your time will be spent addressing issues as customers file them and working on automation, metrics, and other features to make your own life and those of your teammates easier.

You’ll need to be comfortable

  • interfacing with customers who are contacting you with any level of percieved urgency
  • working in the full stack of the application, from on-premises binaries and JVM applications, to small web services, to large web applications.
  • working independently as well as pairing with experienced engineers to triage and address customer issues,
  • developing theories about issue causes, exploring those theories, and suggesting workarounds until the root issue can be addresses
  • being on-call regularly,
  • improving product documentation or writing it from scratch,
  • teaching senior and junior engineers things that they can do to facilitate support,
  • soaking up knowledge like a sponge,
  • documenting everything that you do a.k.a. showing your work,
  • failing frequently and learning things from your failures,
  • presenting your work for evaluation and demonstration,
  • developing a strong remote discipline if this is your first remote job,
  • contributing as an engineer to pick up slack

We expect familiarity with:

  • Object-oriented programming in at least one language
  • Reading lots of code for comprehension in languages with which you may not be immediately familiar.
  • Debugging web applications, REST web services
  • De-escalating situations and assuaging the fears of customers

We’d love a candidate with familiarity with:

  • Debugging command-line, native Windows and Linux applications
  • Debugging web apps running on the Java Virtual Machine
  • Ruby, Scala, or Rust programming languages
  • Amazon Web Services
  • Docker, Apache Mesos, and other similar containerization systems
  • Apache NiFi ecosystem

Things you could be interested in:

  • HashiCorp Terraform
  • Mesosphere
  • PagerDuty
  • Blameless retrospectives
  • Leading the support team as a manager or tech lead as demand grows

For all positions on this team

Arcadia.io is building a team to increase the efficiency of its data ingestion pipeline. If concepts such as green field development, big data, stream processing, DevOps, paranoid security, and team building are attractive to you, read on!

About Arcadia.io

Arcadia.io is a privately-owned healthcare analytics company founded in 2002 and based in the Boston, Massachusetts area with offices in Burlington, Massachusetts; Rockford, Illinois; Seattle, Washington; and Pittsburgh, Pennsylvania with dozens of remote employees nationwide. We collect electronic health record (EHR) data from medical providers, such as doctors and hospitals, and billing data from those and insurance companies to create a unified health record across multiple providers for the purposes of studying patient population health. It is previously known as Arcadia Healthcare Solutions.

More simply, we process a high volume, velocity, and variety of valuable data in order to build amazing visualizations and easily-consumed reports that help doctors make better decisions about their patients’ preventative, maintenance, and emergency care, driving down costs and enabling better patient outcomes.

Even more simply, we help doctors tell patients how they can be healthier and how they can get better when they’re sick by enabling those doctors to see a patient’s record with every doctor they see.

Perks

  • Work/life balance
    • Several company holidays, based on federal holiday schedule
    • Flexible vacation scheduling
    • Pet-friendly offices for friendly, well-mannered dogs
    • Remote-friendly
  • Health benefits
    • Full suite of medical plans including a high-deductible health plan with company HSA contribution
    • Vision and dental plans
  • Financial benefits
    • 401(k) plan with a company match
    • Company-paid life and disability benefits
    • Gym membership assistance program
  • Things developers care about
    • Your choice of mobile workstation hardware with root/admin access
    • Tech conferences
      • Time off for any approved conference
      • Travel and registration reimbursement for approved conferences
      • Full reimbursement when speaking while representing Arcadia

Team-specific details

Folks presently on this team prefer development on Apple Macbook Pro laptops. We can accomodate Microsoft Windows on Arcadia’s standard-issue PC laptop, as well. Alternatively, we permit use of any Linux distribution that can comply with our security requirements.

Travel and homebase expectations

  • This position is targeted for the Greater Pittsburgh area. Relocation is expected with reasonable assistance available.
  • This position and all positions on this particular team are considered remote positions but do have an expectation of group office hours at least one day per week.
    • Applicants are expected to reside within tolerable commute distance of our Pittsburgh office.
      • What constitutes “tolerable” is up to you, but…
      • We consider “tolerable” to be a distance that you could travel if your presence was required in the office every day for an extended period of time.
  • Our Pittsburgh-area office is in a brand-new building in Green Tree, seconds off of I-376 and the 38 bus route.
  • Infrequent travel to other offices and to conferences may be required.

Tech stack

We’re writing on-premises software in Rust, Java, and Scala. We’re writing web apps and services in Scala and Ruby using frameworks and tools popular in those ecosystems.

Importantly, we’re open-minded and consider the right tool for the job based on its merits while considering its popularity, ease of hiring, and room for contributions to the state of the art in the ecosystem.

Other things we are working with include Amazon Web Services, Apache Mesos, Apache NiFi, Docker, Atlassian Confluence and JIRA, Github, Travis CI, Appveyor, HashiCorp Terraform, and more.

The software this team writes will be deployed on Microsoft Windows and a variety of Linux distributions, so experience with either or both is valuable.

How to Apply

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