Senior Software Engineer, Virtual Care Platform

Location: United States

Department: Engineering

Location Type: REMOTE

Employment Type: FULL_TIME

About the Role

What You'll Do

• Serving as the first line of engineering response for incoming production and support issues during business hours, triaging immediately and shielding the core product team from constant interruption.
• Prioritizing ruthlessly by patient impact, treating any issue that is preventing patients from receiving care as critical and jumping on it first.
• Diagnosing and fixing bugs across a large, mature Ruby on Rails codebase, from quick corrections to real root-cause changes.
• Making careful, safe live production data edits in Ruby to resolve urgent issues, with the discipline that patient-facing systems demand.
• Owning and improving the admin portal on the Virtual Care platform so Support and Implementations can work independently without relying on engineers.
• Building documentation, runbooks, and diagnostic tools that empower the broader Support team to resolve common issues on their own over time.
• Partnering closely with Support, Implementations, and Engineering to turn recurring incidents into permanent fixes rather than repeat fire drills.
• Tracking patterns across incoming issues and feeding them back into the product and platform so the same problems stop coming back.

Why You Might Be a Good Fit

• You care deeply about the mission: You understand that a production bug here is not an inconvenience, it is a patient who cannot get seen, and you treat it that way.
• You are the person who runs toward the fire: You like being first on the urgent issue, triaging fast under pressure, and getting it fixed.
• You have real depth in Ruby on Rails: You are comfortable reading and editing a large, live Rails codebase and making safe production changes with confidence.
• You are a strong diagnostician: You move from symptom to root cause quickly and you fix the cause, not just the symptom.
• You take satisfaction in making yourself unnecessary: You document and build tooling so that Support can self-serve and the queue keeps shrinking.
• You are self-directed: You are comfortable being the solo owner of a domain, setting your own priorities against real urgency, and standing behind your calls.

This Might Not Be The Right Fit If...

• You want to spend most of your time on greenfield roadmap feature work rather than triaging and resolving production issues.
• You are primarily a Node.js, TypeScript, or front-end engineer without deep, hands-on Ruby on Rails experience.
• You are not based in the United States; this role requires US-based work because of production console access and PHI.
• You are uncomfortable making careful live production data changes or participating in on-call coverage.
• You want a large team around you at all times; this is a solo role that bridges Support and Engineering.
• You prefer well-defined, stable systems over fast-moving, interrupt-driven work in a mature production environment.

Your Qualifications

• 5+ years of professional software engineering experience, operating at a senior (IC3) level with a record of owning production systems end to end.
• Deep, hands-on Ruby on Rails expertise: you can navigate and edit a large, mature Rails codebase and make safe live production data changes.
• Strong debugging and production troubleshooting skills, with the composure to work incidents that are actively affecting patients.
• Based in the United States (hard requirement) due to production console access and handling of PHI.
• Experience operating production SaaS, ideally multi-tenant, with sound instincts for reliability and safe operational practices.
• Strong written communication for documentation, runbooks, and cross-functional collaboration with Support, Implementations, and Engineering.
• Comfort as a self-directed, solo owner who can set priorities against competing urgency and be trusted to make the right call.

Bonus Points

• Experience building software in healthcare, or in another high-stakes, highly regulated, or safety-critical domain, especially with PHI in a HIPAA environment.
• Front-end experience with React (nice to have) and some familiarity with Angular, which the admin portal touches.
• A track record of building internal admin tools or self-service diagnostic tooling that reduced load on an engineering team.
• Prior experience in a production support, sustaining, or reliability-focused engineering role.
• Familiarity with healthcare interoperability standards such as HL7 or FHIR.

The national pay range for this role is $140,000.00 - $170,000.00 per year. Actual compensation will be determined by factors such as the candidate's geographic market, experience, skills, and qualifications. Certain roles may also be eligible for additional compensation, including a comprehensive benefits package such as medical, dental, vision, unlimited PTO, and a 401(k) plan, stock options and bonuses. If your compensation requirement is greater than our posted range, please still consider applying; a determination can be made based on unique qualifications. Expected compensation ranges for this role may change over time.