{"id":142749,"url":"https://alion.io/job/triomics-technical-support-engineer-2","title":"Technical Support Engineer","company":{"id":717046,"name":"Triomics","domain":"triomics.com","url":"https://alion.io/company/triomics-2","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Work at a Startup","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["New York, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":125000,"max":150000,"currency":"USD","period":"year","gross":null,"usd_annual":150000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Grafana","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false},{"name":"Kubernetes","optional":true}],"status":"live","first_seen_at":"2026-08-28T04:46:49Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-16T16:35:20Z","board_verified":true,"closed_at":null,"days_open":49,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":49},"description":"About Triomics\nTriomics is building the agentic AI layer for oncology EHRs. Cancer hospitals spend billions on highly trained staff manually reading unstructured patient records - pathology reports, clinical notes, genomic panels - to power workflows like trial matching, registry curation, visit prep, and quality reporting. We replace that manual work with task-driven AI agents that sit inside the EMR and process records at scale, in real time.\nOur platform is trusted by the 4 of the top 10 Best Hospitals for Cancer by U.S.News and several of the largest community practices. We have grown 10x in the last year and process millions of oncology medical documents monthly.\nOur investors include Lightspeed, General Catalyst, Nexus Venture Partners and Y-Combinator.\nRole\nOwn day-to-day production health and customer issue resolution across our deployments. Issues here range from data ingestion failures and document processing pipeline errors to AI extraction accuracy problems and clinical UI bugs. You investigate, resolve what you can, escalate the rest with full context, and communicate clearly with clinical teams who depend on the platform daily.\nResponsibilities\nInvestigate production issues end-to-end: trace across EHR data ingestion, document processing pipelines, AI extraction services, and application layer to classify root cause and resolve or escalate with full diagnostic context\nMonitor production systems across multiple customer deployments and cloud environments - catch pipeline failures, data quality drops, and extraction accuracy regressions before customers report them\nCommunicate with clinical users (research coordinators, tumor registrars, data managers) - provide clear status updates and honest ETAs in non-technical language\nBuild support infrastructure: define triage workflows, write runbooks for common failure modes (document ingestion errors, refresh inconsistencies, model output issues), set up monitoring dashboards and alerting\nIdentify recurring issue patterns and translate them into product or engineering priorities\nTrain additional support engineers as the function scales\nRequirements\n3+ years in technical support, solutions engineering, or production operations at a SaaS or data platform company\nCan query SQL databases, read application logs through Grafana or Temporal, navigate AWS or Azure infrastructure, and trace issues through a multi-service backend\nStrong written communication for both technical teams and non-technical clinical users\nComfortable building processes from scratch\nPreferred\nBuilt support tooling (ticketing, monitoring, runbooks) at an early-stage company\nHealthcare technology experience is a plus but not required\nExperience with data pipelines - 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