Customer Reliability Specialist

Summary

Join Eleos, a company revolutionizing behavioral healthcare through data-driven solutions, as a Customer Reliability Specialist. This role bridges our R&D and US operations teams, demanding strong technical support and SRE skills. You will be the primary technical escalation point for complex customer issues, designing and maintaining monitoring solutions, and collaborating with R&D to resolve technical challenges. Success requires proven experience in technical support, DevOps, or SRE, along with proficiency in scripting and various technologies. This position offers a unique opportunity to impact people's lives positively within a supportive and growing team, along with competitive compensation and benefits.

Requirements

• 2+ years of experience in technical support, DevOps, or SRE roles
• Strong proficiency in shell scripting and at least one of: Python, Go, or Ruby
• Extensive experience with API implementations and troubleshooting; familiarity with testing tools like Postman, curl (Linux command), or directly through code
• Proven experience with monitoring tools and observability platforms such as Grafana and Prometheus; familiarity with logging and search platforms like OpenSearch
• Strong understanding of logging systems and log analysis
• Experience with alert management and incident response, including tools like PagerDuty or Opsgenie
• Database administration experience with SQL (e.g., MySQL, PostgreSQL) and NoSQL (e.g., MongoDB, Cassandra) databases
• Experience with cloud platforms (AWS/Azure/GCP)
• Strong Linux systems administration experience (RHEL/CentOS, Ubuntu/Debian) including shell scripting, user management, system updates and networking
• Excellent problem-solving and analytical skills
• Strong written and verbal communication skills
• Ability to work independently and collaborate with international teams

Responsibilities

• Serve as the primary technical escalation point in the United States for complex customer issues (Tier 3/4 support)
• Design, implement, and maintain monitoring solutions for system metrics, logs, and alerts
• Interface directly with customers to resolve sophisticated technical challenges
• Develop and maintain automation scripts to streamline operations and support processes
• Analyze system performance metrics and recommend improvements
• Collaborate with the R&D team to troubleshoot complex technical issues
• Create and maintain technical documentation for internal and customer use
• Participate in on-call rotation to ensure 24/7 system reliability

Preferred Qualifications

• Engineering background or relevant technical degree
• Healthcare or behavioral health technology industry experience
• Experience working with distributed teams
• Knowledge of security and compliance requirements in healthcare

Benefits

• Wide and generous health benefits
• Significant equity
• 401(k) plans matched to 4%
• Opportunity to build, grow and become highly instrumental in shaping how technology can increase the effectiveness of therapy
• Hybrid & remote work opportunities
• Mental health days off so you can take any given moment simply because you need them