Technical Support Engineer

About Triomics

Triomics is creating an AI-driven layer for oncology electronic health records. The company helps cancer hospitals automate work that is often done manually by highly trained staff reviewing unstructured records such as pathology reports, clinical notes, and genomic panels for use cases like trial matching, registry maintenance, visit preparation, and quality reporting.

The platform is used by major cancer institutions and has expanded rapidly, with 10x growth over the last year and millions of oncology medical documents processed every month. Backing comes from investors including Lightspeed, General Catalyst, Nexus Venture Partners, and Y Combinator.

Role Overview

This position owns the daily health of production systems and the resolution of customer issues across live deployments. Problems may include ingestion failures, document-processing pipeline errors, AI extraction accuracy issues, and bugs in the clinical user interface. You will troubleshoot what can be solved directly, escalate the rest with complete diagnostic detail, and keep clinical teams updated in clear, practical language.

Responsibilities

• Work through production incidents from end to end by tracing problems across EHR ingestion, document-processing pipelines, AI extraction services, and the application layer, then determine the root cause and either fix or escalate with full context.
• Continuously watch live systems across multiple customer deployments and cloud environments so that pipeline failures, data-quality degradation, and extraction accuracy regressions are identified before customers flag them.
• Keep research coordinators, tumor registrars, and data managers informed with straightforward progress updates and realistic ETAs in language that does not assume technical expertise.
• Create and improve support operations by defining triage steps, writing runbooks for common failure scenarios such as ingestion issues, refresh mismatches, and model-output problems, and setting up monitoring dashboards and alerts.
• Spot repeated issue patterns and convert them into actionable product or engineering priorities.
• Help onboard and train new support engineers as the team grows.

Requirements

• At least 3 years of experience in technical support, solutions engineering, or production operations within a SaaS or data-platform environment.
• Ability to query SQL databases, inspect logs in tools such as Grafana or Temporal, work with AWS or Azure infrastructure, and follow issues through a multi-service backend.
• Excellent written communication skills for both technical colleagues and non-technical clinical users.
• Comfort building operational processes from the ground up.

Preferred Experience

• Experience creating support tooling such as ticketing workflows, monitoring, or runbooks at an early-stage company.
• Healthcare technology exposure is helpful but not mandatory.
• Background with data pipelines and the ability to separate data-quality issues from application defects.
• Familiarity with Kubernetes and container-based deployments.
• Experience with on-call duties and incident response.

Compensation

The salary range for this role is $125,000 to $150,000 annually.

Additional Information

This is a full-time onsite role based in New York, NY.