You Belong at Greenway

Bring your best and truest self. We celebrate what makes us different and what brings us all together. At Greenway Health, we are committed to an inclusive environment and a culture of belonging as we pursue our purpose of healthier communities, successful providers, and empowered patients. We are united in our goal to build the future of healthcare technology. Join us." 

The Site Reliability Engineer (SRE) ensures platform uptime and successful transaction processing by monitoring systems and services. They provide technical support to diagnose, troubleshoot, and resolve complex software and system issues, acting as a liaison between support teams, product management, and development. Key responsibilities include troubleshooting defects, assisting with system performance monitoring, deploying fixes, supporting customer inquiries, and providing after-hours on-call support. The role also involves automating tasks and generating metrics-based reports to track system and product performance.

Essential Duties & Responsibilities

• Troubleshoot and document software product defects escalated from various support groups for submission to the product development team.
• Provide SaaS-based system processing and performance monitoring.
• Assist with the deployment of product hot fixes and other related solutions.
• Document solutions for use by support staff.
• Provide support to customer/user inquiries or concerns regarding our products or services.
• Act as a liaison between various support groups, Product Management and development.
• Provide after hours on-call production support on a rotating basis.
• May produce metrics-based reporting for reported database problems and environmental concerns.
• Track resolution of product defects and/or system performance problems.
• Review and establish requirements for task automation where possible

Education and Experience

• High School Diploma/GED
• BS/BA in computer science or related field / work experience.
• Two (2)+ years’ experience in providing support, analysis, IT and/or quality assurance for software applications.

Skills, Knowledge, and Abilities

• Strong technical troubleshooting, problem solving, and analytical ability
• Experience providing Level 2 or Development (Level 3) technical support
• Medical software industry experience
• Experience troubleshooting complex software or system problems
• Experience documenting software related issues and solutions
• Technical knowledge of operating systems (Windows/Linux) and MSSQL query preferred
• Basic programming / scripting skills
• Excellent communication, customer support and interpersonal skills required
• Experience troubleshooting networking issues and other systems issues preferred
• Requires a high degree of energy and flexibility in adjusting to fast-paced environments with shifting workflows while juggling multiple priority tasks.
• Interoperability experience a plus.
• AWS cloud monitoring / supporting experience a plus.
  

Work Environment/Physical Demands 

• While at work, this position is primarily a sedentary job and requires that the associate can work in an environment where they will consistently be seated for the majority of the workday
• This role requires that one can sit and regularly type on a keyboard the majority of the workday
• This position requires the ability to observe a computer screen for long periods of time to observe their own and others’ work, as well as in-coming and out-going communications via the computer and/or mobile devices
• Must be able to work remotely, manage workload efficiently, prioritize projects with minimal supervision, and maintain a quiet setting while working with customers
• The role necessitates the ability to listen and speak clearly to customers and other associates

Here’s what we can offer you in exchange for your amazing work: 

• Competitive pay
• Medical, dental and vision benefits
• Matching 401(k) 
• Generous paid time-off programs
• Education reimbursement
• Growth potential for your career
• Corporate discounts

At Greenway, we strive to imagine, empower, engage, and inspire. Join us!

To learn more about Greenway, take a video tour of our office, and meet our employees, visit us at www.GreenwayHealth.com/careers.

Disclaimer: This Job Summary indicates the general nature and level of work expected of the incumbent(s). It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent(s) may be asked to perform other duties as requested. Greenway Health, LLC is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, gender, national origin, sexual orientation, disability, or veteran status.  

While this position is primarily remote, please note that if you reside within a 26-mile radius of our corporate office, you will be required to work in a hybrid capacity. This means you will be expected to work on-site at the corporate office for part of the week and remotely for the remainder. This hybrid arrangement is designed to foster team collaboration and engagement. Our corporate office is located at 4301 Boy Scout Blvd, Tampa, FL 33607. Please consider your proximity to this location when applying.

If you are a resident of a state that requires pay transparency, please email us at recruiting@greenwayhealth.com to receive compensation and benefits information for this role. Be sure to include the Job ID in the subject line of your email."

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