> Markdown version of [/jobs/ext/3022717-associate-production-support-engineer-tier-i](https://www.wearedevelopers.com/jobs/ext/3022717-associate-production-support-engineer-tier-i). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Associate Production Support Engineer, Tier I - **Company:** Lever, Inc. - **Location:** United States (Remote available) - **Experience:** Starter - **Salary:** $70,000.0 - $80,000.0 - **Contract:** Permanent contract - **Skills:** JavaScript (Programming Language), Multitier Architecture, Application Programming Interfaces (APIs), Artificial Intelligence, Health Informatics, Issue Tracking Systems, Virtual Private Networks (VPN), JSON, Technical Data Management Systems, Web Services, Scripting - **Published:** September 21, 2026 - **Apply:** https://jobs.lever.co/redoxengine/ec53e1b8-e9fa-4274-a106-c72c857f01a9/apply ## About the Role * Technical support experience * Ability to learn quickly and think critically * Comfortable reading and interpreting technical data (e.g., JSON, HL7v2, logs) to diagnose issues, even without building it from scratch * A working understanding of APIs and web service protocols * Strong communicator who can explain technical concepts clearly to both customers and internal teams; this role increasingly teaches customers how to use our tools rather than doing the work for them * Organized and customer service oriented * Comfortable using AI tools to support troubleshooting, documentation, and daily workflows; Redox is an AI forward company and expects team members to actively use AI in their work, * Experience teaching, training, or documenting for a technical audience (e.g., supporting a self service or dev tools product) * Experience with HL7v2, C-CDA (CCD, QRDA, etc.), and other healthcare data formats * VPN, network, or connection troubleshooting experience * Relational databases and SQL queries * JavaScript or another scripting language * Experience in healthcare IT, ideally integration ## Description Tier I Support Engineers are the first line of technical support for Redox customers, resolving day to day connectivity, configuration, and messaging issues and monitoring production feeds. As Redox shifts toward a more self service support model, this role is central to that shift: you'll use your technical troubleshooting skills to diagnose issues quickly, and your communication skills to teach customers and technical partners how to use our self service tools (config modifiers, log inspector, alerting, translation sets, etc.) to resolve issues themselves. You'll make a positive impact from day one as part of a collaborative and committed team., * Work all tickets within the scope of a Tier I role, reaching out for support or escalating to Tier II for tickets that are outside or partially outside of scope, including: * Instructing customers on how to update configurations or resolve issues themselves * Basic connectivity (VPN/API) troubleshooting * Connection and traffic questions and troubleshooting * Message and error state issues * Configuration updates * Any other support ticket type, which may include reaching out to third parties on behalf of the customer * Respond to and work critical support issues called in by customers during the day * Manage work hour on call shifts, including: * Responding to errors that page the on call person * Monitoring paused and retrying queues * Answering calls * Serving as Incident Manager during major incidents, including sending customer emails and updating StatusPage * Take after hours on call shifts (approximately one week every other month) ## Related Videos - [Shipping Faster with Less: Render on Cloud Hosting, AI Workloads, and the Future of DevOps](https://www.wearedevelopers.com/videos/1894-shipping-faster-with-less-render-on-cloud-hosting-ai-workloads-and-the-future-of-devops) - [Tips and Tricks for Working with JSON](https://www.wearedevelopers.com/videos/1229-tips-and-tricks-for-working-with-json) - [JavaScript? No. Java Scripts! - Scripting with Java](https://www.wearedevelopers.com/videos/2094-javascript-no-java-scripts-scripting-with-java) - [Developer Time Is Valuable - Use the Right Tools - Kilian Valkhof](https://www.wearedevelopers.com/videos/1792-developer-time-is-valuable-use-the-right-tools-kilian-valkhof) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Introducing JSON Structure](https://www.wearedevelopers.com/videos/100219-introducing-json-structure) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers)