Technical Support Engineer

About the role

Triomics is seeking a Technical Support Engineer to own day‑to‑day production health and resolve customer issues across its oncology AI platform. You will work closely with clinical teams, diagnosing data ingestion failures, pipeline errors, AI extraction accuracy problems, and UI bugs, while ensuring smooth operation of multi‑service cloud deployments.

Key responsibilities

• Investigate end‑to‑end production incidents, tracing root causes across EHR ingestion, document pipelines, AI services, and the application layer.
• Monitor multiple customer deployments and cloud environments to detect failures, data quality drops, and accuracy regressions before they impact users.
• Communicate status updates and ETAs to clinical users in clear, non‑technical language.
• Define triage workflows, create runbooks for common failure modes, and set up dashboards and alerts.
• Identify recurring patterns and feed them into product and engineering roadmaps.
• Mentor and train additional support engineers as the function scales.

Required profile

• 3+ years of experience in technical support, solutions engineering, or production operations for SaaS or data platforms.
• Strong written communication skills for both technical and clinical audiences.
• Comfortable building processes from scratch and handling on‑call incident response.

Required skills

• SQL querying
• Grafana log visualization
• Temporal workflow engine
• AWS or Azure cloud infrastructure
• Kubernetes and containerized deployments