Remote Lead Application Support Engineer

Who We Are

Interra Health is a fast-growing healthcare technology company transforming how providers and patients navigate the prescription journey. Formed through the merger of DoseSpot, Arrive Health, and pVerify, Interra Health delivers trusted eligibility, real-time coverage and pricing insights, prescribing tools, and pharmacy transparency at the point of care—helping providers make informed decisions and patients access the right medications with greater clarity and affordability.

The Role

We are looking for a hands-on and operationally minded Lead Developer to own the health, reliability, and continuous improvement of our mission-critical SaaS platforms. This role is intentionally designed for a senior engineer who writes production-ready code, leads complex debugging efforts, and sets technical direction for how support-driven engineering work is executed while simultaneously mentoring and managing a team of application support engineers.

You will work at the intersection of support, engineering, and operations: triaging escalated incidents, developing hotfixes, identifying systemic failure patterns, and partnering with engineering to reduce recurring issues at their root.

Key Responsibilities

Incident Management & Technical Triage

• Serve as the primary technical authority for production support code paths, hotfixes, and stability-focused enhancements.
• Analyze logs, traces, database queries, and application behavior to identify root causes rapidly and accurately.
• Develop and communicate clear workarounds to minimize customer impact while permanent fixes are in progress.
• Establish engineering standards for support-owned code, including testing expectations, deployment safety, and rollback strategy.
• Author and deploy targeted hotfixes with appropriate testing and change control, coordinating production releases on Azure.
• Maintain SLA compliance and ensure accurate, timely ticket documentation throughout the incident lifecycle.

Proactive Problem Management

• Monitor production defect and incident patterns to surface recurring or systemic issues before they escalate.
• Build and maintain a problem registry; translate patterns into actionable engineering proposals.
• Drive post-incident reviews (PIRs) and own the follow-through on corrective action items.
• Partner with product and engineering teams to advocate for platform stability improvements.

AI-Augmented Support Operations

• Champion the adoption of AI and automation tools (e.g., Copilot, AI-assisted log analysis) to accelerate issue diagnosis and resolution.
• Lead development of internal knowledge bases, runbooks, and automated diagnostic playbooks.
• Identify opportunities to automate repetitive support workflows.

Technical Debt & Engineering Collaboration

• Actively engage with the engineering backlog to identify, scope, and prioritize tech debt items.
• Contribute to or lead the remediation of targeted tech debt items.
• Act as a bridge between the support team's operational insights and engineering roadmap priorities.

Team Leadership & Development

• Lead, coach, and mentor a team of application support engineers.
• Set team priorities, manage workload distribution, and ensure appropriate on-call coverage.
• Establish and refine team processes, documentation standards, and quality benchmarks.
• Define and track key performance indicators.
• Conduct regular 1:1s, performance reviews, and foster a culture of accountability and learning.

Required Qualifications

• 10+ years of experience in application support, software engineering, or a combined production-focused engineering role (at least 3 years in a senior/lead capacity).
• Strong hands-on proficiency in .NET / C# for reading, debugging, and writing production-quality code.
• Solid understanding of React front-end applications.
• Deep experience with Microsoft SQL Server (query analysis, execution plan review, performance troubleshooting).
• Demonstrated experience supporting applications hosted on Microsoft Azure (App Services, Azure SQL, Application Insights, etc.).
• Proven track record of owning complex, high-stakes production incidents end-to-end.
• Experience with structured problem management methodologies.
• Demonstrated ownership of production codebases.

Preferred Qualifications

• Experience building or deploying AI/LLM-assisted tooling for support operations.
• Familiarity with CI/CD pipelines and deployment automation (Azure DevOps, GitHub Actions).
• Exposure to observability and monitoring tooling (Application Insights, Datadog, Grafana).
• Background in business-critical SaaS environments; healthcare industry experience is a plus.
• ITIL Foundation certification or equivalent experience.

Working Conditions & Environment

• Fully remote role within the United States.
• Periodic travel (approx. 10%) for team meetings and company events.
• Fast-paced, growth-oriented, PE-backed SaaS environment.

Benefits

• Remote work environment with a flexible work schedule.
• Annual company offsite.
• Generous leave package (flexible time off, 13 paid holidays, sick leave, parental leave).
• Medical, dental, and vision insurance, plus company-funded FSA & HSA.
• 401(k) company match.
• One-time workspace reimbursement.

Interra Health is an Equal Employment Opportunity/Affirmative Action employer.