Backend Engineer

Role Overview:

We are seeking a Tech Lead (5–14 yrs experience) to design, build, and scale the technology

foundation for our Support Excellence function. This role sits at the intersection of engineering,

product, and operations ensuring that our internal teams and, eventually, our end users

experience seamless, efficient, and data-driven support.

You will lead a small but high-impact team of engineers, own the support tooling roadmap, and

implement solutions that handle ticket triage, data quality issues, automation, and integrations

with our healthcare SaaS platform.

This is a hands-on technical leadership role ideal for someone who thrives on solving

operational challenges through technology, building frameworks from scratch, and enabling

customer-facing and internal support teams to scale effectively.

Key Responsibilities

1. Build & Enhance Support Platform:

● Own the engineering roadmap for support tooling — ticketing systems, triage workflows,

knowledge bases, and automation bots.

● Design and implement scalable support frameworks, ensuring fast triage, data-driven

escalation, and high-quality resolution.

● Integrate support tooling with product backend, CMS, and analytics systems to enable

context-aware assistance.

2. Technical Leadership & Delivery:

● Lead a small team of engineers (SEs and SSEs), providing guidance on design, architecture,

and coding standards.

● Stay hands-on with coding and reviews while enabling the team to deliver high-quality,

maintainable solutions.

● Partner closely with Program Managers and Business Analysts to translate requirements

into technical execution.

3. Automation, Data & AI-Driven Support:

● Implement automation workflows (bots, routing, notifications) to reduce manual load and

optimize SLA adherence.

● Drive the adoption of AI/ML solutions for ticket classification, triage, and predictive

resolution.

● Build analytics dashboards to track support KPIs (FRT, TTR, resolution quality).

● Partner with Product Managers, Designers, and Engineers to ensure delivery fidelity.

● Restore transparency and speed between business stakeholders and tech teams.

4. Cross-functional Collaboration:

● Work with Product, QA, Customer Success, and Ops to ensure support needs are captured

early in the roadmap.

● Serve as the engineering voice in discussions on escalation flows, release readiness, and

customer-facing support enablement.

● Collaborate with content and ops teams to power self-service experiences (knowledge

bases, FAQs, in-app help).

5. Documentation & Knowledge Management:

● Maintain technical documentation for support tooling, workflows, and integrations.

● Contribute to knowledge bases (internal + external) alongside ops and content teams.

● Foster a documentation-first culture to enable faster onboarding and smoother

collaboration.

What We’re Looking For

Must-Have

● 5–7 years of experience in software engineering, with at least 2+ years in a senior/lead

role.

● Proven track record in building internal platforms, support tools, or automation systems.

● Strong technical skills: Python/Node/Java, SQL, cloud services (AWS/GCP), and integration

experience with ticketing/support platforms (e.g., Zendesk, Freshdesk, ServiceNow, Jira

Service Management).

● Experience leading small teams and owning delivery from design → build → release.

● Excellent problem-solving skills with a bias for execution in fast-paced environments.

Nice to Have

● Exposure to SaaS or healthcare platforms with multi-tenant architecture.

● Familiarity with AI/ML-driven support solutions (classification, prediction, NLP chatbots).

● Hands-on experience with support metrics and dashboards (CSAT, SLA adherence, TTR).

● Knowledge of documentation frameworks (Confluence, Notion, Git-based wikis).

Role & Responsibilities

Design, develop, and implement high-quality software solutions for payment processing.

Maintain a regular release cadence and manage the product backlog.

Ensure timely and lossless communication across teams.

Uphold engineering values and best practices.

Collaborate with international teams to ensure successful product development and delivery.

Ideal Candidate

A strong technical background in software engineering and architecture, with experience in modern programming language

Ability to work independently with very little direction, taking full ownership of projects.

Identifying blind spots, anticipate challenges, and prioritize work effectively

Exceptional communication and organizational skills.

A Bachelor's degree in Computer Science, Engineering, or equivalent experience.

8+ years of relevant experience preferred

Proficiency using Python, Kafka, Kubernetes, and AWS

Experience with Distributed Task Queues such as Celery and RabbitMQ is preferred.

Experience with RDBMS/SQL is also preferred.

• Minimum 3 years of experience in Node JS.
• Minimum 1 years of experience in Mongo DB (optional)
• Good Hands-on experience in Angular or React.
• Experience in designing and building large-scale, high availability, secure web applications and REST-full API using Node.js in an agile methodology.
• Good Hands-on experience in Node Js frameworks like Express, .
• Strong proficiency with JavaScript and Node.JS
• Knowledge and understanding of Event Loop architecture.
• Knowledge and understanding of promises and (async or await)
• Implementation of security like oauth 2.0, JWT and data protection.
• Good Hands-on experience on cache server.
• Knowledge and understanding of Request, Axios, proficiency in REST-ful APIs.
• Knowledge of data structures and Algorithms, Node Global variables and In-built libraries
• Understanding the nature of asynchronous programming and its quirks and Workarounds
• Design and implementation of low-latency, high-availability, and performant applications.

• Working knowledge of Node-Sync, callback hell and ways to control asynchronous behavior of Node functions.
• Strong command on ES6(EcmaScript) or Javascript and its concepts like prototypes, call back, closures etc
• Should have deep understanding of Native Node.js, Express.js, HAPI.js and middlewares.
• Candidates must have proper understanding and command on RESTful API development and consumptions.
• Candidates must know to use promises, async-await to control synchronization of business logic components.
• Candidates must have knowledge of JWT, oAuth and passport.js for user authentication.
• Candidates must have knowledge of GIT, Bit-bucket.
• Candidates must have knowledge of application deployment.
• Experience with NoSQL databases eg mongodb (preferred).

https://www.alivecor.com/">AliveCor, the pioneer of the smartphone EKG, with millions of EKGs from a large and growing user base, seeks a Senior Software Engineer (Backend). You will be an integral member of our engineering team.

• Software Engineer on the backend team working in the following environment: Go, Ruby on Rails, TDD/BDD with RSpec, PostgreSQL, Heroku, AWS. 
• Responsible for developing industry-leading applications transforming the healthcare industry and consumers use.
• Work with our mobile and front-end teams to build new functionality in our consumer and clinician-facing applications.
• Work with our Data Science and AI team to improve functionality of our cloud algorithms and services.
• Create and maintain tools used by internal teams for customer service, monitoring, and R&D.
• Maintain and continuously improve our backend infrastructure to remedy technical limitations before they become an issue.

• Senior Software Engineer ready to build highly visible apps
• Engineers who can raise the skill level of their teammates
• Experience working with Go and Rails
• Experience implementing Service Oriented Architecture or Microservices
• Good intuition for weighing trade-offs
• Product instincts, work with our product and design teams to understand customer pain points, come up with solutions, and then prototype, iterate, and launch frequently
• Eagerness and willingness to learn new technologies
• Experience with build process automation and CI/CD
• Ability to work independently on projects and communicate with cross functional teams to deliver products on time

AliveCor is on a mission to define modern healthcare through data, design and disruption. We’ve pioneered the creation of FDA-cleared machine-learning techniques, transformed wearable medtech to put proactive heart care at everyone’s fingertips. Kardia is the most clinically validated mobile EKG technology. AliveCor was named as one of the Top 10 Most Innovative Companies in Health for 2017 by Fast Company as part of the publication’s annual ranking of the world’s Most Innovative Companies. AliveCor was awarded the 2015 Tech Pioneer by the World Economic Forum and one of the 50 Smartest Companies in 2015 by the MIT Technology Review. AliveCor recently announced a collaboration with Mayo Clinic that will result in new machine learning capabilities to unlock previously hidden health indicators in EKG data, potentially improving heart health as well as overall health care for a variety of conditions. AliveCor is a privately held company headquartered in Mountain View, CA.

AliveCor is an equal opportunity employer and will not discriminate against any employee or applicant on the basis of age, colour, disability, gender, national origin, race, religion, sexual orientation, or any other classification protected by federal, state, or local law.

Watch the following video demonstrating our product.