What are the responsibilities and job description for the Production Support Engineer position at Transform9?
Calling your doctor shouldn't be harder than seeing your doctor. But at most practices, patients wait on hold, front-office staff drown in ring queues, and revenue walks out the door with every missed call.
Transform9 builds AI agents that answer every call for physician practices — scheduling appointments, routing callers, and resolving routine requests in seconds, around the clock. Our agents integrate directly with each practice's EHR, practice management, and phone systems, and adapt to how their front office actually works.
Our agents have handled millions of patient calls for thousands of providers, cut average hold times by 90%, and decreased call abandonment by 80%. We're headquartered in Birmingham, AL, and growing fast.
About the role
When something goes wrong on the Transform9 platform, a real patient can't reach their doctor. The Production Support Engineer is the first line of defense — monitoring the platform, triaging incoming issues, and working quickly to restore service. This is an engineering role, not a help desk role: you'll dig into logs, reproduce bugs, escalate with clear context, and close the loop with customers. You'll work closely with senior engineers and gain deep exposure to a modern voice AI platform in a high-stakes environment.
What you'll do
- Monitor platform health and proactively identify issues before they impact customers
- Triage and prioritize incoming production issues from internal teams and customers
- Investigate failures using logs, metrics, and observability tooling — reproduce, isolate, and document issues clearly
- Perform first-level engineering triage: distinguish configuration issues, integration failures, infrastructure events, and application bugs
- Escalate well-characterized issues to the appropriate engineering team with full context
- Communicate clearly with Customer Success and affected customers during incidents
- Maintain and improve runbooks, triage guides, and support documentation
- Participate in on-call rotation
- Develop production-grade practices consistent with HIPAA and healthcare security standards
Location
On-site at our Birmingham, AL office.
- 3–5 years in a technical support, production support, or junior engineering role
- Ability to read and navigate backend code (Python or TypeScript preferred) — not expected to write features, but must be able to follow logic and identify likely failure points
- Comfort with log analysis and observability tooling (CloudWatch, Datadog, Grafana, or equivalent)
- Strong written communication — able to write clear, concise incident summaries and escalation notes
- Solid understanding of REST APIs and how to use tools like Postman or curl to test and debug
- Ability to work calmly and methodically under pressure
- Eagerness to learn and grow toward a full engineering role
Nice to have
- Experience supporting SaaS platforms or API-based products
- Familiarity with AWS services and cloud infrastructure basics
- Exposure to telephony, voice, or healthcare platforms
- Experience writing or maintaining technical runbooks
- Top-tier health coverage: medical, dental & vision
- 401(k)
- Paid time off holidays, and paid parental leave
If you want to fix the front door of healthcare, we'd love to hear from you.
Transform9 is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
Note: the Transform9 team will only email you from a transform9.com email address.