Senior Support Engineer I at Springhealth66

Our mission: to eliminate every barrier to mental health. At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare, empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs. We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers. We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere. As a Senior Support Engineer I, you will be responsible for resolving complex technical issues, improving system reliability, and building tooling that strengthens our support capabilities. You will partner closely with Product and Engineering to ensure that the systems powering life-saving care are stable, observable, and easier to operate. Please note that this is a hybrid role based in San Francisco with an expectation to be in office 2-3 days a week. Our office is located at 2 Embarcadero Ctr. What you’ll do: • Own investigation and resolution of the most complex technical support issues, including cross-service and production-impacting incidents. • Serve as a senior escalation point for high-severity incidents, driving root cause analysis and durable fixes. • Identify patterns in recurring issues and design automation, tooling, or process improvements to eliminate manual work. • Partner with Product and Engineering teams to advocate for observability, system reliability, and operational simplicity. • Contribute to and improve internal runbooks, documentation, and support workflows. • Translate support trends into actionable insights that improve platform stability and user experience. • Participate in incident response rotations and contribute to blameless postmortems. What success looks like: • Complex issues are resolved efficiently and with high quality, reducing repeat incidents. • Automation and tooling measurably reduce recurring support volume and manual effort. • High-severity incidents are resolved within response targets, with clear root cause documentation. • Engineering and Product partners trust your technical judgment and act on your recommendations. • Support workflows become more scalable as systems mature. What you’ll bring: • 7+ years of experience in Support Engineering, Site Reliability Engineering, or Software Engineering. • Strong ability to read, understand, and debug production code in modern web application stacks. • Experience conducting structured root cause analysis for complex, distributed systems. • Experience responding to incidents where reliability directly impacts users. • Demonstrated ability to independently scope and drive technical improvements from problem identification to implementation. • Strong written and verbal communication skills, including the ability to explain complex technical concepts clearly to non-technical stakeholders. Nice to have: • Familiarity with AWS infrastructure and modern observability tools such as Datadog, Sentry, or Splunk. • Experience building internal tooling or automation to improve engineering efficiency. • Experience in HIPAA-compliant or highly regulated environments. The target base salary range for this position is $183,000 - $205,500, and is part of a competitive total rewards package including equity and benefits. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review all employee pay and compensation programs annually using Radford Global Compensation Database at minimum to ensure competitive and fair pay. Benefits provided by Spring Health: Note: We have even more benefits than listed here and below, your recruiter will provide more in-depth information as you continue in the interview process. Benefits are subject to individual plan requirements and eligibility criteria. • Health, Dental, Vision benefits start on your first day at Spring. You and your dependents also receive access to One Medical accounts HSA and FSA plans are also available, with Spring contributing up to $1K for HSAs, depending on your plan type. • Employer sponsored 401(k) match of up to 2% for retirement planning • A yearly allotment of no cost visits to the Spring Health network of therapists, coaches, and medication management providers for you and your dependents. • We offer competitive paid time off policies including vacation, sick leave and company holidays. • At 6 months tenure with Spring, we offer parental leave of 18 weeks for birthing parents and 16 weeks for non-birthing parents. • Access to Noom, a weight management program—based in psychology, that’s tailored to your unique needs and goals. • Access to fertility care support through Carrot, in addition to $4,000 reimbursement for related fertility expenses. • Access to Wellhub, which connects employees to the best options for fitness, mindfulness, nutrition, and sleep in one subscription • Access to BrightHorizons, which provides sponsored child care, back-up care, and elder care • Up to $1,000 Professional Development Reimbursement a year. • $200 per year donation matching to support your favorite causes. Not sure if you meet every requirement? Research shows that women and people from historically underrepresented communities often hesitate to apply for roles unless they meet every qualification compared to other similarly-qualified candidates. At Spring Health, we are committed to fostering a workplace where everyone feels valued, empowered, and supported to Thrive. If this role excites you, we encourage you to apply. Ready to do the most impactful work of your life? Learn more about our values, what it’s like to work here, and how hypergrowth meets impact at Spring Health: Our Values Our privacy policy: [Upgrade to PRO to see link] Spring Health is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity or expression, sexual orientation, pregnancy, or other applicable legally protected characteristic. We also consider qualified applicants regardless of criminal histories, consistent with applicable legal requirements. Spring Health is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. If you have a disability or special need that requires accommodation, please let us know.