The Role
The Production Support Engineer troubleshoots and resolves incidents in production, collaborates with teams for system improvements, and gradually contributes to coding and internal tools.
Summary Generated by Built In
HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.
We are looking for a Production Support Engineer to help own the reliability and operational health of our Ruby on Rails platform. This role is ideal for an early-career software engineer who is eager to learn how large production systems work, enjoys debugging real-world issues, and wants to grow into a full software engineering role over time. This is a hands-on engineering role focused on production troubleshooting, incident response, and tooling, not a call-center or ticket-routing position. You will work closely with senior engineers, DevOps, and product teams to diagnose issues, inspect data, run scripts, and build internal tools that make production issues faster to detect and resolve.
When production load allows, this role will also contribute to application code and internal tooling, with a clear growth path into a broader Software Engineer role.
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodation. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential Job Duties
- Troubleshoot and resolve production incidents across Rails framework services and cloud infrastructure, working from alerts, logs, metrics, and user-reported issues.
- Use interactive application access tools safely and effectively to inspect application state, diagnose issues, and validate fixes.
- Investigate and validate data directly in MySQL/PostgreSQL databases using read-only and controlled write access where appropriate.
- Create and maintain scripts, Rake tasks, and internal tools to streamline incident response, data verification, and operational workflows.
- Assist in incident response, including triage, escalation, documentation, and post-incident follow-ups.
- Collaborate with senior engineers and DevOps to identify root causes and propose long-term fixes.
- Build or enhance internal tools and dashboards that improve visibility into system health, data integrity, and operational risks.
- Monitor system health, key metrics, and operational risks using dashboards and APM tools such as Datadog, New Relic, and CloudWatch.
- Help improve runbooks, documentation, and operational playbooks for recurring issues.
- Gradually contribute to application code changes and bug fixes outside of active incident work.
- This role is designed as a growth position. As production proficiency increases, engineers in this role will have opportunities to:
- Take on larger ownership of application features and backend services
- Contribute to performance, reliability, and scalability initiatives
- Transition into a broader Software Engineer role over time
Other Job Duties
- Other duties as assigned by supervisor or HHAeXchange leader.
Travel Requirements
- Travel up to 10%, including overnight travel
Required Education, Experience, Certifications and Skills
- Bachelor’s degree in Computer Science, Software Engineering, or equivalent practical experience.
- 2+ years of experience in software development, technical support, DevOps, or a related engineering role.
- Hands-on experience with Ruby on Rails (academic, internship, or professional).
- Comfort using a Rails console and understanding of Rails application structure.
- Basic working knowledge of relational databases (MySQL or PostgreSQL), including querying data.
- Strong problem-solving skills and the ability to debug issues methodically.
- Ability to learn new systems quickly and work effectively in a production environment.
- Clear written and verbal communication skills, especially during incident response.
- Willingness to explore and adopt AI tools responsibly to enhance productivity and innovation in your role
Preferred Qualification
- Experience supporting or troubleshooting production systems.
- Familiarity with Linux environments and basic shell scripting.
- Exposure to cloud platforms (AWS, GCP).
- Experience with logging, monitoring, or APM tools.
- Interest in site reliability, platform engineering, or backend systems.
- Experience writing small internal tools, scripts, or automation.
The base salary range for this US-based, full-time, and exempt position is $83,000-91,000/yr, not including variable compensation. An employee’s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.
This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.
HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.
Top Skills
AWS
Cloudwatch
Datadog
GCP
MySQL
New Relic
Postgres
Ruby On Rails
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The Company
What We Do
At HHAeXchange, we believe that healthcare should be simple, effective, and transparent. Since 2008, HHAeXchange has been at the forefront of delivering better homecare by helping payers and providers achieve operational efficiency, increase compliance, and improve patient outcomes. Today, HHAeXchange is the premiere homecare management software for the Medicaid LTSS population. Our acquisition of Annkissam, a leading provider of enterprise software for self-direction services, allows us to deliver the most complete, end-to-end homecare management solution in the market. We act as the single source of truth in connecting providers, payers, and members through our intuitive web-based platform, enabling unparalleled communication, transparency, and visibility.
