Senior Support Engineer I
Spring Health is seeking a Senior Support Engineer I to join our team in San Francisco. In this role, you will be instrumental in resolving complex technical issues, enhancing system reliability, and developing tools to strengthen our support capabilities. You will collaborate closely with Product and Engineering teams to ensure the stability and observability of the systems that deliver life-saving mental healthcare solutions.
As a Senior Support Engineer I, your primary responsibilities will include investigating and resolving intricate technical support issues, including those affecting multiple services and critical production incidents. You will serve as a senior escalation point for high-severity incidents, driving root cause analysis and implementing durable fixes. Additionally, you will identify recurring issues and design automation, tooling, or process improvements to eliminate manual work. Partnering with Product and Engineering teams, you will advocate for observability, system reliability, and operational simplicity. Your role will also involve contributing to and improving internal runbooks, documentation, and support workflows, as well as translating support trends into actionable insights that enhance platform stability and user experience. Participation in incident response rotations and contribution to blameless postmortems are also key aspects of this position.
The ideal candidate will have over seven years of experience in Support Engineering, Site Reliability Engineering, or Software Engineering. You should possess a strong ability to read, understand, and debug production code in modern web application stacks. Experience conducting structured root cause analysis for complex, distributed systems and responding to incidents where reliability directly impacts users is essential. Demonstrated ability to independently scope and drive technical improvements from problem identification to implementation is required. Strong written and verbal communication skills, including the ability to explain complex technical concepts clearly to non-technical stakeholders, are also necessary.
Spring Health offers a competitive compensation package, with a target base salary range for this position between $183,000 and $205,500. This package includes equity and benefits such as health, dental, and vision insurance starting on your first day, access to One Medical accounts, HSA and FSA plans with contributions from Spring Health, employer-sponsored 401(k) match of up to 2%, and a yearly allotment of no-cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents. Additional benefits include competitive paid time off policies, parental leave, access to wellness programs, fertility care support, and professional development reimbursement.
At Spring Health, we are committed to revolutionizing mental healthcare by removing barriers that prevent people from accessing the help they need. We partner with over 450 companies, from startups to multinational Fortune 500 corporations, providing care for 10 million people. Our clients include well-known brands like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we have generated a net positive ROI for employers and are the only company in our category to earn external validation of net savings for customers. Joining our team means contributing to a mission-driven organization dedicated to making mental healthcare accessible to everyone, everywhere.