Technical Support Engineer II

32Co is disrupting the healthcare space. Our vision is to use technology to help all clinicians deliver the latest innovations in healthcare and improve the standard of care for millions of people.

We’re an award-winning, Tier 1 VC backed Health Technology product solving multi-billion dollar problems, with backing from the people behind Revolut, City Mapper and Depop. We're in an exciting phase of growth - we've just launched a second platform and are expanding globally. If you want to join a company that's genuinely on the move, this is the moment. 

We're looking for a Technical Support Engineer to sit at the intersection of engineering and operations - keeping our platform reliable, our teams unblocked, and our users well-served.

This isn't a traditional support role. You'll own production health end-to-end: triaging and resolving incidents, digging into root causes, building tooling to prevent problems from recurring, and improving the observability systems that help the whole team move faster.

You will initially support UK business hours, with future transition to US coverage, ensuring global system reliability.

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  Respond to and triage technical support tickets, ensuring timely resolution based on priority and impact.

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  Collaborate with Ops, Tech, and Product teams to understand and diagnose technical or system-related issues.

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  Build tools, scripts, or bots to automate repetitive support tasks and improve debugging efficiency.

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  Improve observability by enhancing logging, alerting, and monitoring systems.

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  Investigate issues across backend services, APIs, async workflows, and data.

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  Monitor platform health using logs, alerts, and metrics (e.g. AWS CloudWatch) to detect and resolve issues proactively.

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  Document incidents, root cause analysis (RCA), and maintain runbooks for common issues.

• 4-6 years experience in technical support, backend, or production support roles.

• Strong hands-on experience with NoSQL databases such as MongoDB.

• Experience with Node.js (debugging, reading code, understanding API flows).

• Strong debugging and root cause analysis skills.

• Experience with monitoring/logging tools (e.g. CloudWatch).

• Proactive in identifying issues and suggesting improvements.

• Excellent English communication skills (written and verbal), able to explain technical issues clearly.

• Comfortable working in UK time zone, with flexibility to support US time zone in future.

• Broader AWS experience (API Gateway, IAM, Lambda).

• Background in incident management, on-call rotations, or SLA-driven environments.

• Basic scripting or ability to build small tools for automation.

• Experience in SaaS or health tech.