Support Engineer

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Our Mission
Ezra’s mission is to detect cancer early for everyone in the world. Our AI-powered Full Body MRI screens for cancer in up to 13 organs and is available at over 100+ imaging facilities in 30+ cities across the US.

Location
:
Remote (US or Canada)
Type
:
Full-time

We believe in empowering people to make their own health decisions, offering Ezra as a direct-to-consumer service. Members visit our partner imaging centers for a Full Body MRI and receive an AI-powered report from an Ezra Medical Provider within 7-10 days. Ezra radiology reports are generated by our partner radiologists, using Ezra-approved radiology templates. These radiology reports are then converted into consumer-friendly reports using Ezra Reporter, an AI trained to convert radiology reports into plain English.

Your Mission
As a Support Engineer at Ezra, you will help keep the web platforms that power our cancer-screening experience reliable and resilient. You’ll focus on investigating production issues, mitigating incidents, shipping targeted fixes, and turning unclear problems into well-scoped backlog tickets when broader engineering work is required so we can deliver secure, delightful products that save lives.

• Join a passionate and collaborative team dedicated to groundbreaking health solutions.
• Triage, reproduce, and investigate production issues across the stack (application logs, metrics/traces, database queries, and code).
• Own incident mitigation: validate impact, implement safe configuration changes or code fixes, coordinate rollbacks when needed, and confirm recovery.
• Collaborate closely with product, engineering, operations, and medical teams to translate real-world issues into clear technical actions and member-safe outcomes.
• Define high-quality backlog tickets for issues that need scheduled work: repro steps, impact, suspected component(s), acceptance criteria, and priority recommendation.
• Create and maintain runbooks and troubleshooting guides; proactively eliminate recurring issues through automation and “fix-forward” improvements.
• Drive continuous improvement through better observability, performance tuning for key workflows, and stronger operational practices.
• Contribute to post-incident follow-ups (timeline, contributing factors, prevention tasks) and help improve our incident response process.

You’re a collaborative and detail-oriented engineer who thrives in a supportive and mission-driven environment. You have a problem-solving mindset, excellent communication skills, and the ability to clearly articulate technical concepts. You enjoy working as part of a team, have a human-centered approach to technology, and are passionate about the positive impact your work can have on people's health.

• 2+ years in a technical support, production engineering, backend, or full-stack role (or equivalent) with hands-on production debugging experience.
• Comfortable reading and making changes in production codebases (bonus if you’ve worked with ASP.NET Core / C#).
• Working knowledge of modern JavaScript/Type Script frontends and backend APIs in production environments.
• Strong SQL fundamentals (ideally SQL Server): investigate issues safely and efficiently and understand performance basics.
• Familiarity with operating workloads in a cloud environment (Azure preferred), including deployments, monitoring, and rollback strategies.
• Excellent written & verbal communication and a bias for collaboration in a cross-functional, Agile environment.
• A strong sense of ownership: you can take an issue from “something’s wrong” → “here’s what it is” → “here’s the fix or the right backlog ticket.”

• Experience with DICOM, HL7/FHIR, or other healthcare standards.
• Background in security & compliance (HIPAA, SOC
  2).
• Experience with incident management practices (on-call rotations, severity definitions, postmortems) and observability tooling.

As a Support Engineer At Ezra, You'll Have The Opportunity To Make Meaningful Contributions Within a Fast Growing Organization Committed To Early Cancer Detection.…