Senior Platform Support Engineer

Thank you for considering Progyny!

Our team is at the forefront of key strategic initiatives of the nation’s leading fertility benefits management company, and our success is due in large part to the efforts of our most important commodity: our employees. The Support Lead role is dedicated to ensuring that our software engineering organization operates with a constant vigilance to the ‘what if?’  scenarios and ensuring compliance and orderly management of incidents and support readiness activities. A successful individual in this role needs to lead with a pragmatic focus on driving optimal return-to-service systems and processes, but spends more efforts on assurance that outage or user-supporting incidents are avoided, through audit, training, and dress rehearsal exercises that identity and mitigate potential failure points before they ‘manifest in the wild’. While this position reports into the Technology & Engineering organization, this role is expected to support a holistic perspective on integrated support models for clients & members, whether it is foundationally technology-related or not.  

What you’ll do…

• Leads and influences the coordinated development, rollout, and analysis of engineering & product organization practices related to incident response and management practices

• Works with Engineering and Product stakeholders to coordinate support readiness process development and validation prior to release of new features and system enhancements.

• Has responsibility for the ongoing review and refinement of incident management policies and procedures in conjunction with organization and platform change activities.

• Works with extended stakeholders to drive coordinate return-to-service plans including support runbook development, escalation procedures, and notification/alert thresholds.

• Supports development and maintenance of standard communication models, coordinated delivery practices and SDLC (software delivery lifecycle) enhancements for incident management

• Responsible for the analysis of support system and process effectiveness and driving continuous improvement

• Works closely with organization leadership to drive alignment on corporate initiatives with implications to support and defect/incident containment

• Ensures that individual teams operating models align to a shared set of organization obligations on reporting, planning, and support readiness while still allowing for the flexibility of unique team operational models

• Ensures incident management and post-mortem activities maintain audit and reporting/notification obligations as determined by incident severity, impacted parties, and potential contractual, compliance, or legislative requirements.

• Leads implementation of support/incident management toolchain, including ongoing refinement from recurring gap analysis.

About you…

• 10+ years working in a moderate-to-large sized engineering organization, with specific role on support process development and incident management leadership

• Experienced in support toolchains and common vendor solutions (ticketing, monitoring/alerting, synthetic monitoring, on-call management & notification, etc.).

• Proven experience in the application and evolution of different engineering team operating models (dedicated feature teams, platform teams, etc.) and planning/delivery models (Agile, Scrum, Kanban, lean development, etc.)

• Proven experience in analysis and data-driven improvement of monitoring/alerting and incident response and resolution practices

• Deep knowledge in product and software development lifecycle management and different patterns for support, tooling and reporting options, and obligations for supporting healthcare and financial compliance without sacrificing engineering effectiveness and enjoyment

Please note: Progyny is unable to provide visa sponsorship for this position. Candidates must be authorized to work in United States without the need for sponsorship, now or in the future.  

About Progyny:   

Progyny (Nasdaq: PGNY) is a global leader in women’s health and family building solutions, trusted by the nation’s leading employers, health plans and benefit purchasers. We envision a world where everyone can realize dreams of family and ideal health. Our outcomes prove that comprehensive, inclusive and intentionally designed solutions simultaneously benefit employers, patients and physicians. 

Our benefits solution empowers patients with concierge support, coaching, education, and digital tools; provides access to a premier network of fertility and women's health specialists who use the latest science and technologies;