Support Systems Engineer

Job Summary

The Systems Engineer supports the stability, functionality, and ongoing improvement of REE Medical's core business applications, including Zoho, Monday.com, NetSuite, Jira, Zapier, and other operational systems. This role serves as an escalation point for technical issues involving these platforms, supports system integrations and workflows, and collaborates with engineering teams to ensure business systems operate reliably and efficiently.

What is expected in this role:

• Application Platform Support & Escalation
• Serve as the escalation point for issues involving Zoho (front-end and back-end), Monday.com, NetSuite, Jira, Zapier, Slack integrations, RingCentral, Twilio, Calendly, and other REE core business applications
• Diagnosing and resolving complex platform issues escalated by the support team
• Troubleshooting system configurations, automations, integrations, and workflow failures
• Investigating root causes and implementing fixes that prevent recurrence
• Communicating technical findings clearly to support staff and business stakeholders

How success is measured in this role:

• Maintain stable and reliable operation of supported platforms so business teams can perform their work without disruption
• Monitor system performance using tools such as DataDog, responding to alerts, and identifying potential issues before they impact users
• Improve system configurations, workflows, and automations to increase reliability and efficiency
• Support troubleshooting of integration failures between business systems
• Ensure platform configurations remain organized, maintainable, and scalable
• Identify and document system problems within problem management processes with problem tickets
• Identify areas of technical debt and provide solutions
• Own SaaS backend changes, application enhancements, and configuration updates
• Manage application upgrades, patches, and ongoing platform maintenance
• Respond to and help manage incidents affecting business applications, ensuring timely resolution and clear communication
• Respond to P1 and major incidents involving supported platforms, coordinating resolution with relevant teams
• Support P2-P5 incident handling for business application issues alongside the support team
• Triage escalated issues from the support team and determine appropriate resolution paths
• Participate in post-incident review and contribute to root cause documentation
• Support the design, troubleshooting, and improvement of integrations and automated workflows across business systems
• Assist with API-related troubleshooting and system integrations between internal platforms
• Support the implementation of integrations such as NetSuite or other connected systems
• Improve automation and workflows to reduce manual processes and operational friction
• Evaluate, recommend, and support implementation of new tools and sunset legacy applications
• Follow all established Jira ticket management standards to ensure transparency, accurate reporting, and efficient support operations
• Accurate ticket status management: Ticket statuses must always reflect the current state of the work being performed. Statuses must be updated every 3 days unless on hold throughout the lifecycle of the ticket
• SLA integrity: SLA timers must accurately reflect the time spent actively working on a ticket. Statuses that pause SLAs should only be used appropriately and in alignment with support processes
• Timely resolution: Tickets should be marked as Resolved when the work has been completed, not when waiting for business confirmation. Resolution time should accurately reflect how long it took to perform the work
• Clear ticket documentation: All tickets should contain comments that clearly describe what the issue is, what investigation has been done, what actions are currently being taken, and what the next steps are
• Internal and customer-facing communication: Tickets should include a combination of internal comments (technical investigation, troubleshooting notes) and customer-facing comments (status updates and communication with the reporter)
• External communication logging: Any discussion about the ticket outside Jira (Slack, Teams, phone calls, meetings, etc.) must be summarized and documented in the ticket comments
• Resolution statements: When closing a ticket, a resolution statement must be entered using the approved canned response. The resolution statement must restate the original issue, describe how the issue was resolved, and include the agent's name
• Maintain documentation that allows the support team to efficiently support and troubleshoot business systems
• Create and maintain knowledge articles for recurring system issues
• Document workflows, integrations, and configuration changes
• Build internal runbooks that enable support to resolve common issues without escalation
• Collaborate effectively with Support, Engineering, and other business teams to ensure systems function reliably, and improvements are delivered successfully
• Act as a technical liaison between Support, Engineering, and operational teams
• Provide clear communication and status updates for complex technical issues
• Participate in system improvement initiatives and cross-team projects when needed
• Consistently adhere to Jira ticket management standards
• Reliable operation of REE Medical core business platforms
• Successful troubleshooting of integrations, workflows, and automation issues
• Reduced recurring incidents related to system configuration or integrations
• Effective incident response and participation in post-incident reviews
• Strong documentation that improves team efficiency and reduces escalation volume
• Clear and professional communication with stakeholders

Requirements

• Minimum 5 years of experience supporting business applications (Zoho, Monday.com, NetSuite, Jira, Zapier, Salesforce, or similar platforms) in a professional environment
• Demonstrated expertise in diagnosing and resolving complex platform issues including configurations, automation, and integrations
• Experience leading or supporting the implementation of new business systems and sunsetting of legacy applications, including planning, data migration, user adoption, and decommissioning processes
• Working knowledge of APIs, webhooks, and integration tools for connecting business systems
• Familiarity with incident management processes, including P1/major incident coordination and post-incident review
• Experience with application monitoring and alerting tools (e.g., DataDog, NinjaOne) for proactive issue detection
• Experience with IT service management platforms such as Jira for ticket tracking and workflow management
• Excellent analytical, problem-solving, and organizational skills with the ability to balance multiple priorities in a fast-paced environment
• Strong verbal, written, and interpersonal communication skills, with the ability to engage both technical and non-technical stakeholders
• Ability to work independently and prioritize effectively in a dynamic, growing environment
• Bachelor's degree in Computer Science, Information Systems, Engineering, or related field preferred. Additional experience may be considered in lieu of degree

Benefits

• Comprehensive Benefits Package
• Competitive salary: $95,000-$120,000 Salary Depending on Experience
• Health, dental, and vision insurance with Company-sponsored Life Insurance
• Retirement savings plan with company match
• Vacation time off, sick time off, and holidays
• Career Development Opportunities
• Ongoing training and development programs
• Opportunities for advancement within the company
• Work-Life Balance
• Flexible work schedules
• Remote first environment with companywide conferences annually
• Employee assistance program for personal and family well-being
• Perks and Rewards
• Employee discounts on products and services through Insperity
• Recognition programs for outstanding performance
• Company-sponsored social events and activities