Experienced Customer Reliability Specialist – Technical Support and SRE Expertise for Behavioral Health Technology at blithequark

Introduction to blithequark In an era where mental health discussions are becoming increasingly prominent, blithequark is at the forefront of delivering cutting-edge behavioral care solutions. By harnessing the power of data, measurement, and personalization, we aim to empower clinicians with the tools they need to provide the most effective care. Our mission is built on the understanding that taking care of one's behavioral health is not just vital but also a fundamental aspect of being human. As we continue to push the boundaries of what is possible in behavioral health technology, we are seeking a highly skilled Customer Reliability Specialist to join our team. About the Opportunity We are looking for a talented individual with a strong background in technical support and Site Reliability Engineering (SRE) to bridge the gap between our R&D team and US operations. This role is a unique blend of technical expertise, infrastructure monitoring, and optimization, ensuring that our systems operate at peak performance while delivering exceptional customer support. As a Customer Reliability Specialist at blithequark, you will be the linchpin between our sophisticated technology and the healthcare professionals who rely on it to deliver care. Who We Are Looking For You are a technical troubleshooter with a passion for diving deep into complex systems, coupled with a customer-first mindset. Your ability to recognize patterns in system behaviors and logs, and transform these insights into actionable solutions, is unparalleled. With a methodical yet adaptable approach, you thrive in dynamic technical environments where priorities shift and systems evolve rapidly. You believe that great technical support extends beyond resolving immediate issues; it's about understanding root causes, building robust monitoring systems, and creating automation that prevents future problems. Effective communication is your forte, especially when working with healthcare professionals who depend on technology to serve their patients. Key Responsibilities Serve as the primary technical escalation point in the United States for complex customer issues (Tier 3/4 support) Design, implement, and maintain monitoring solutions for system metrics, logs, and alerts Interface directly with customers to resolve sophisticated technical challenges Develop and maintain automation scripts to streamline operations and support processes Analyze system performance metrics and recommend improvements Collaborate with the R&D team to troubleshoot complex technical issues Create and maintain technical documentation for internal and customer use Participate in on-call rotation to ensure 24/7 system reliability Qualifications and Skills To be successful in this role, you will need: 2+ years of experience in technical support, DevOps, or SRE roles Strong proficiency in shell scripting and at least one of: Python, Go, or Ruby Extensive experience with API implementations and troubleshooting; familiarity with testing tools like Postman, curl (Linux command), or directly through code Proven experience with monitoring tools and observability platforms such as Grafana and Prometheus; familiarity with logging and search platforms like OpenSearch Strong understanding of logging systems and log analysis Experience with alert management and incident response, including tools like PagerDuty or Opsgenie Database administration experience with SQL (e.g., MySQL, PostgreSQL) and NoSQL (e.g., MongoDB, Cassandra) databases Experience with cloud platforms (AWS/Azure/GCP) Strong Linux systems administration experience (RHEL/CentOS, Ubuntu/Debian) including shell scripting, user management, system updates, and networking Excellent problem-solving and analytical skills Strong written and verbal communication skills Ability to work independently and collaborate with international teams Nice to Have While not required, the following qualifications are a plus: Engineering background or relevant technical degree Healthcare or behavioral health technology industry experience Experience working with distributed teams Knowledge of security and compliance requirements in healthcare What We Offer By joining blithequark, you will become part of a team that is making a meaningful impact on the well-being and mental health of thousands. We offer: A product that positively impacts people's lives every single day A team of amazing people with a shared vision and the infinite drive to make it happen Competitive compensation, wide and generous health benefits, significant equity, and 401(k) plans matched to 4% Opportunity to build, grow, and become highly instrumental in shaping how technology can increase the effectiveness of therapy Hybrid and remote work opportunities Mental health days off so you can take any given moment simply because you need them Conclusion This is a unique opportunity to join a startup that is revolutionizing the field of behavioral health technology. As a Customer Reliability Specialist at blithequark, you will play a critical role in ensuring the reliability and performance of our systems, while also delivering exceptional customer support. If you are a motivated and talented individual with a passion for technical support and SRE, we encourage you to apply. Together, let's make a difference in the lives of thousands and shape the future of behavioral health technology. Apply for this job