Support Systems Engineer

About the role

Job Summary: The Systems Engineer supports the stability, functionality, and ongoing improvement of REE Medical's core business applications, including Zoho, Monday.com, NetSuite, Jira, Zapier, and other operational systems. This role serves as an escalation point for technical issues involving these platforms, supports system integrations and workflows, and collaborates with engineering teams to ensure business systems operate reliably and efficiently What is expected in this role: 1. Application Platform Support & Escalation Serve as the escalation point for issues involving Zoho (front-end and back-end), Monday.com, NetSuite, Jira, Zapier, Slack integrations, RingCentral, Twilio, Calendly, and other REE core business applications. Diagnosing and resolving complex platform issues escalated by the support team Troubleshooting system configurations, automations, integrations, and workflow failures Investigating root causes and implementing fixes that prevent recurrence Communicating technical findings clearly to support staff and business stakeholders 2. System Reliability & Operational Stability Maintain stable and reliable operation of supported platforms so business teams can perform their work without disruption. Monitoring system performance using tools such as DataDog, responding to alerts, and identifying potential issues before they impact users Improving system configurations, workflows, and automations to increase reliability and efficiency Supporting troubleshooting of integration failures between business systems Ensuring platform configurations remain organized, maintainable, and scalable Identifying and documenting system problems within problem management processes with problem tickets Identifying areas of technical debt and providing solutions Owning SaaS backend changes, application enhancements, and configuration updates Managing application upgrades, patches, and ongoing platform maintenance 3. Incident Response & Escalation Triage Respond to and help manage incidents affecting business applications, ensuring timely resolution and clear communication. Responding to P1 and major incidents involving supported platforms, coordinating resolution with relevant teams Supporting P2-P5 incident handling for business application issues alongside the support team Triaging escalated issues from the support team and determining appropriate resolution paths Participating in post-incident review and contributing to root cause documentation 4. Integrations, APIs & Workflow Automation Support the design, troubleshooting, and improvement of integrations and automated workflows across business systems. Assisting with API-related troubleshooting and system integrations between internal platforms Supporting implementation of integrations such as NetSuite or other connected systems Improving automation and workflows to reduce manual processes and operational friction Evaluating, recommending, and supporting implementation of new tools and sunsetting of legacy applications 5. Ticket Handling & Support Operations Follow all established Jira ticket management standards to ensure transparency, accurate reporting, and efficient support operations. Accurate ticket status management: Ticket statuses must always reflect the current state of the work being performed. Statuses must be updated every 3 days unless on hold throughout the lifecycle of the ticket. SLA integrity: SLA timers must accurately reflect the time spent actively working on a ticket. Statuses that pause SLAs should only be used appropriately and in alignment with support processes. Timely resolution: Tickets should be marked as Resolved when the work has been completed, not when waiting for business confirmation. Resolution time should accurately reflect how long it took to perform the work. Clear ticket documentation: All tickets should contain comments that clearly describe what the issue is, what investigation has been done, what actions are currently being taken, and what the next steps are. Internal and customer-facing communication: Tickets should include a combination of internal comments (technical investigation, troubleshooting notes) and customer-facing comments (status updates and communication with the reporter). External communication logging: Any discussion about the ticket outside Jira (Slack, Teams, phone calls, meetings, etc.) must be summarized and documented in the ticket comments. Resolution statements: When closing a ticket, a resolution statement must be entered using the approved canned response. The resolution statement must restate the original issue, describe how the issue was resolved, and include the agent's name 6. Documentation & Knowledge Sharing Maintain documentation that allows the support team to efficiently support and troubleshoot business systems. Creating and maintaining knowledge articles for recurring system issues Documenting workflows, integrations, and configuration changes Building internal runbooks that e

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