Technical Support Engineer

About Triomics

Triomics is developing an AI-driven layer specifically for oncology electronic health records (EHRs). It aims to automate the processing of unstructured patient data such as pathology reports, clinical notes, and genomic panels. This enables improved workflows including clinical trial matching, registry curation, visit preparation, and quality reporting by replacing manual reading efforts with task-oriented AI agents. This platform is actively used by four of the top ten cancer hospitals in the U.S. and multiple large community practices, handling millions of oncology documents monthly. The company has experienced rapid growth and is backed by notable investors.

Role Summary

The Technical Support Engineer is responsible for maintaining daily operational health and resolving customer issues across multiple deployments. This includes managing challenges related to data ingestion, document processing, AI extraction accuracy, and clinical user interface bugs. The role requires thorough investigation, effective issue resolution when possible, and escalating complex problems with complete contextual information. Clear communication with clinical teams that rely on the platform is essential.

Key Responsibilities

• Perform comprehensive investigations of production problems spanning EHR data ingestion, processing pipelines, AI extraction services, and application layers to diagnose root causes and resolve or escalate with detailed diagnostics.
• Continuously monitor production environments across various customer platforms and cloud setups to proactively detect pipeline breakdowns, data quality declines, and extraction accuracy regressions before users do.
• Engage with clinical users like research coordinators and data managers, delivering clear, jargon-free status updates and realistic time estimates for issue resolution.
• Develop support infrastructure including defining triage procedures, authoring runbooks for common failures, and establishing dashboards and alert systems to track and manage system health.
• Recognize common issue patterns and communicate them as priorities for product and engineering improvements.
• Contribute to scaling by mentoring and training additional support engineers as the team expands.

Candidate Requirements

• Minimum of three years’ experience in technical support, solutions engineering, or production operations within SaaS or data platform environments.
• Proficient in querying SQL databases, analyzing application logs using tools like Grafana or Temporal, managing AWS or Azure infrastructure, and tracing complex issues across distributed backend services.
• Strong written skills tailored for both technical audiences and clinical end users.
• Demonstrated ability to create and implement support processes and workflows from the ground up.

Preferred Qualifications

• Experience building support tools such as ticketing systems, monitoring setups, and runbooks, especially in early-stage companies.
• Background in healthcare technology is advantageous but not mandatory.
• Knowledge of data pipeline operations and clear ability to distinguish between data quality problems and software defects.
• Familiarity with Kubernetes and container orchestration deployments.
• Experience participating in on-call rotations and managing incident responses.