Production Support Analyst

About Us

Today, more people than ever are speaking publicly about their mental health. Whether it's ourselves, our friends and family or even public figures, taking care of your behavioral health is no longer a taboo, it's vital, and it's only human. Eleos is on a mission to help deliver the world's most effective behavioral care through data, measurement, and personalization. Or simply put,

We want to give clinicians the support they need to do the important work only they can do.

What is this opportunity?

We are seeking a skilled Production Support Analyst with strong technical support and SRE capabilities to bridge the gap between our R&D team and US operations. This role combines technical support expertise with infrastructure monitoring and optimization, ensuring our systems maintain peak performance while delivering exceptional customer support.

Who are you?

You are a technical troubleshooter at heart with a passion for diving deep into complex systems while maintaining a customer-first mindset. You thrive on being the bridge between sophisticated technology and the people who use it, understanding that your role directly impacts healthcare providers' ability to deliver care effectively. You have a natural talent for pattern recognition in system behaviors and logs, coupled with the analytical mindset to transform these insights into actionable solutions.

You are methodical yet adaptable, having cut your teeth in dynamic technical environments where priorities shift and systems evolve rapidly. You believe that great technical support goes beyond fixing immediate issues – it's about understanding root causes, building robust monitoring systems, and creating automation that prevents future problems. Your experience has taught you that effective communication is just as crucial as technical expertise, especially when working with healthcare professionals who depend on technology to serve their patients.

How will you contribute?

• 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

What qualifications and skills will help you to be successful? 

• 2+ years of experience in technical support, production support, or application support
• Strong Linux systems administration experience (RHEL/CentOS, Ubuntu/Debian) including shell scripting, user management, system updates and networking
• 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
• Excellent problem-solving and analytical skills
• Strong written and verbal communication skills
• Ability to work independently and collaborate with international teams

Some nice to haves are:

• Engineering background or relevant technical degree
• Experience with cloud platforms (AWS/Azure/GCP)
• Proficiency in Python, Go, or Ruby
• Healthcare or behavioral health technology industry experience
• Experience working with distributed teams
• Knowledge of security and compliance requirements in healthcare

This is a unique opportunity to join a startup that is having a meaningful impact
on the well-being and mental health of thousands. We have

• 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
• In addition to your compensation, we offer 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 & remote work opportunities.
• Mental health days off so you can take any given moment simply because you need them
• The base pay range for this position is $85,000-$100,000 per year. The determination of what a specific employee in this job classification is paid depends on several factors, including, but not limited to, prior employment history/job-related knowledge, qualifications and skills, length of service, and geographic location