Senior Software Engineer, Customer Success

Summary

Join Skylight, a digital consultancy enhancing government services, as a Customer Success Engineer. You will be a frontline technical expert, advising state, tribal, local, and territorial partners on a critical disease surveillance system. Responsibilities include providing remote technical support, guiding onboarding, troubleshooting issues, and improving user experience across various deployment environments. This role blends customer engagement, technical support, and engineering, demanding expertise in troubleshooting complex problems in real-world production systems. You will contribute to bug fixes, feature improvements, and system modernization efforts. Success requires strong technical skills, experience with large-scale systems, and a passion for improving public health infrastructure.

Requirements

• Experience providing technical support, helpdesk, customer success engineering, or related roles for large-scale production systems
• Experience supporting mission-critical or legacy modernization efforts, especially in government or public sector settings
• Strong experience troubleshooting and resolving issues across a range of technical stacks (e.g., Java, React, SQL, cloud environments)
• Ability to write clean, working, and reusable code
• Experience working with large-scale, production systems with attention to stability and caution
• Ability to produce high-quality code by adhering to good practices such as automated testing
• Familiarity with how to build secure, compliant software and defend against common vulnerabilities
• A foundational understanding of data engineering, including how to use various datastores to handle persistent data in software systems
• Understanding of the different pieces of software systems and how to fit them together, while keeping performance, reliability, and availability in mind
• Understanding of the importance of always putting users at the center of your work, including thinking through the impact and implications of any code that you write
• Ability to work successfully within a professional services environment (e.g., can communicate effectively with clients)
• Passion for creating better public outcomes through great government services
• A mindset and work approach that aligns with our core values
• Ability to travel for work from time to time
• Ability to be occasionally available for meetings on East Coast time and to support future on-call rotations, as needed
• All work must be conducted within the U.S., excluding U.S. territories
• Some federal contracts require U.S. citizenship to be eligible for employment
• You must be legally authorized to work in the U.S. now and in the future without sponsorship
• As a government contractor, you may be required to obtain a public trust or security clearance
• You may be required to complete a company background check successfully
• Some of our available roles are on federal contracts that require a degree or additional years of experience as a substitute

Responsibilities

• Provide hands-on, remote technical support to state, tribal, local, and territorial partners, including configuration updates, system troubleshooting, and modernization guidance
• Support public health departments transitioning from their current disease surveillance system, including data migration and technical support
• Triage, document, and escalate incoming support tickets in accordance with service-level agreements (SLAs)
• Analyze and respond to defect and enhancement request tickets, assess issue severity, and drive resolution in coordination with engineering teams
• Contribute to ongoing bug fixes and feature improvements for both legacy and modernized systems, including reviewing pull requests and participating in agile sprint ceremonies
• Achieve technical excellence by advocating for and adhering to lean-agile engineering principles and practices such as API-first design, simple design, continuous integration, version control, and automated testing
• Select and use the right tools, frameworks, languages, and technologies for the job, with a preference for open-source solutions
• Analyze systems to identify technical debt, instability, unreliability, and other opportunities for improvement, as well as design, document, and communicate solutions

Preferred Qualifications

• Experience working with state, tribal, local, and territorial (STLT) public health department partners or on Centers for Disease Control and Prevention (CDC)-related public health IT systems
• Proficiency with a range of tools and environments, including:Rhapsody, SAS
• Java (especially Wildfly/JBoss), SpringBoot
• React
• SQL Server, GraphQL
• Docker, Kubernetes, Apache Kafka, NiFi
• AWS or Azure cloud deployments
• Familiarity with HL7, Message Mapping Guides, or public health data standards
• Experience working with databases and/or cloud infrastructure
• Experience with multiple programming languages and/or full-stack development (specifically legacy Java systems)
• Prior experience working in the civic tech space
• Experience working in a remote-team environment

Benefits

• Medical insurance, dental insurance, vision insurance
• Short-term and long-term disability insurance
• Life and AD&D insurance
• Dependent care FSA, healthcare FSA, health savings account
• Dollar-for-dollar 401(k) match up to 10% of your salary with no vesting period
• Flexible paid time-off-policy (generally around 25 days per year), plus 11 paid federal holidays
• Up to 12 weeks paid-time-off for all eligible new birth, adoption, or foster parents
• Performance rewards, including annual salary increase, annual performance bonus, spot bonuses, and stock options
• Business development / sales bonuses
• Referral bonuses
• Annual $2,000 allowance for professional development
• Annual $750 allowance for tech-related purchases
• Annual swag budget of $100 to display your Skylight pride with some merchandise (hoodies, hats, and more)
• Dollar-for-dollar charity donation matching, up to $500 per year
• Flexible, remote-friendly work environment
• An environment that empowers you to unleash your superpowers for public good