Support Systems Engineer

Job Description

Job Summary:

The Systems Engineer supports the stability, functionality, and ongoing improvement of REE Medical’s core business applications, including Zoho, Monday.com, NetSuite, Jira, Zapier, and other operational systems. This role serves as an escalation point for technical issues involving these platforms, supports system integrations and workflows, and collaborates with engineering teams to ensure business systems operate reliably and efficiently

What is expected in this role:

1. Application Platform Support & Escalation

• Serve as the escalation point for issues involving Zoho (front-end and back-end), Monday.com, NetSuite, Jira, Zapier, Slack integrations, RingCentral, Twilio, Calendly, and other REE core business applications.
• Diagnosing and resolving complex platform issues escalated by the support team
• Troubleshooting system configurations, automations, integrations, and workflow failures
• Investigating root causes and implementing fixes that prevent recurrence
• Communicating technical findings clearly to support staff and business stakeholders

2. System Reliability & Operational Stability

• Maintain stable and reliable operation of supported platforms so business teams can perform their work without disruption.
• Monitoring system performance using tools such as DataDog, responding to alerts, and identifying potential issues before they impact users
• Improving system configurations, workflows, and automations to increase reliability and efficiency
• Supporting troubleshooting of integration failures between business systems
• Ensuring platform configurations remain organized, maintainable, and scalable
• Identifying and documenting system problems within problem management processes with problem tickets
• Identifying areas of technical debt and providing solutions
• Owning SaaS backend changes, application enhancements, and configuration updates
• Managing application upgrades, patches, and ongoing platform maintenance

3. Incident Response & Escalation Triage

• Respond to and help manage incidents affecting business applications, ensuring timely resolution and clear communication.
• Responding to P1 and major incidents involving supported platforms, coordinating resolution with relevant teams
• Supporting P2–P5 incident handling for business application issues alongside the support team
• Triaging escalated issues from the support team and determining appropriate resolution paths
• Participating in post-incident review and contributing to root cause documentation

4. Integrations, APIs & Workflow Automation

• Support the design, troubleshooting, and improvement of integrations and automated workflows across business systems.
• Assisting with API-related troubleshooting and system integrations between internal platforms
• Supporting implementation of integrations such as NetSuite or other connected systems
• Improving automation and workflows to reduce manual processes and operational friction
• Evaluating, recommending, and supporting implementation of new tools and sunsetting of legacy applications

5. Ticket Handling & Support Operations

• Follow all established Jira ticket management standards to ensure transparency, accurate reporting, and efficient support operations.
• Accurate ticket status management: Ticket statuses must always reflect the current state of the work being performed. Statuses must be updated every 3 days unless on hold throughout the lifecycle of the ticket.
• SLA integrity: SLA timers must accurately reflect the time spent actively working on a ticket. Statuses that pause SLAs should only be used appropriately and in alignment with support processes.
• Timely resolution: Tickets should be marked as Resolved when the work has been completed, not when waiting for business confirmation. Resolution time should accurately reflect how long it took to perform the work.
• Clear ticket documentation: All tickets should contain comments that clearly describe what the issue is, what investigation has been done, what actions are currently being taken, and what the next steps are.
• Internal and customer-facing communication: Tickets should include a combination of internal comments (technical investigation, troubleshooting notes) and customer-facing comments (status updates and communication with the reporter).
• External communication logging: Any discussion about the ticket outside Jira (Slack, Teams, phone calls, meetings, etc.) must be summarized and documented in the ticket comments.
• Resolution statements: When closing a ticket, a resolution statement must be entered using the approved canned response. The resolution statement must restate the original issue, describe how the issue was resolved, and include the agent’s name

6. Documentation & Knowledge Sharing

• Maintain documentation that allows the support team to efficiently support and troubleshoot business systems.
• Creating and maintaining knowledge articles for recurring system issues
• Documenting workflows, integrations, and configuration changes
• Building internal runbooks that enable support to resolve common issues without escalation

7. Collaboration & Cross-Team Support

• Work effectively with Support, Engineering, and other business teams to ensure systems function reliably, and improvements are delivered successfully.
• Acting as a technical liaison between Support, Engineering, and operational teams
• Providing clear communication and status updates for complex technical issues
• Participating in system improvement initiatives and cross-team projects when needed

How success is measured in this role:

• Consistent adherence to Jira ticket management standards
• Reliable operation of REE Medical core business platforms
• Successful troubleshooting of integrations, workflows, and automation issues
• Reduced recurring incidents related to system configuration or integrations
• Effective incident response and participation in post-incident reviews
• Strong documentation that improves team efficiency and reduces escalation volume
• Clear and professional communication with stakeholders

Requirements

What you need in this role to be successful:

• Minimum 5 years of experience supporting business applications (Zoho, Monday.com, NetSuite, Jira, Zapier, Salesforce, or similar platforms) in a professional environment.
• Demonstrated expertise in diagnosing and resolving complex platform issues including configurations, automation, and integrations.
• Experience leading or supporting the implementation of new business systems and sunsetting of legacy applications, including planning, data migration, user adoption, and decommissioning processes.
• Working knowledge of APIs, webhooks, and integration tools for connecting business systems.
• Familiarity with incident management processes, including P1/major incident coordination and post-incident review.
• Experience with application monitoring and alerting tools (e.g., DataDog, NinjaOne) for proactive issue detection.
• Experience with IT service management platforms such as Jira for ticket tracking and workflow management.
• Excellent analytical, problem-solving, and organizational skills with the ability to balance multiple priorities in a fast-paced environment.
• Strong verbal, written, and interpersonal communication skills, with the ability to engage both technical and non-technical stakeholders.
• Ability to work independently and prioritize effectively in a dynamic, growing environment.
• Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field preferred. Additional experience may be considered in lieu of degree.

Benefits

What REE Offers you:

At REE, we believe in empowering our employees to thrive both personally and professionally. When you join our team, you become part of a dynamic and inclusive work environment where innovation and collaboration are celebrated.

Comprehensive Benefits Package

- Competitive salary: $95,000-$120,000 Salary Depending on Experience.

- Health, dental, and vision insurance with Company-sponsored Life Insurance

- Retirement savings plan with company match

- Vacation time off, sick time off, and holidays

Career Development Opportunities

- Ongoing training and development programs

- Opportunities for advancement within the company

Work-Life Balance

- Flexible work schedules

- Remote first environment with companywide conferences annually

- Employee assistance program for personal and family well-being

Perks and Rewards

- Employee discounts on products and services through Insperity

- Recognition programs for outstanding performance

- Company-sponsored social events and activities

Join us and discover a rewarding career where you can make a difference and grow professionally.



REE is only able to hire US citizens or those who are authorized to work in the US as full time employees (we do not provide visa sponsorship).

This information is provided in compliance with Equal Pay Regulations across the US and is the company’s good faith and reasonable estimate of the compensation range and benefits offered for this position. The compensation offered to the successful applicant may vary based on factors including experience, skills, education, location, and other job-related reasons.

REE Medical participates in E-verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. 
Not open to 3rd party recruiters or submissions.

REE will never ask for personal information or to purchase anything during the interview process, only communications from a @reemedical.com domain are representative of REE Medical, LLC.