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Software Engineer – Escalations

Bamboo Health

Bamboo Health is a hyper-growth, cloud-based, mission-driven healthcare technology and care-collaboration organization transforming patient care.

We are inspired by solving big problems. We are all about progress; we set out to do something and we do it. – Rob Cohen President, Bamboo Health

Bamboo Health is a leader in cloud-based care coordination software and analytics solutions focused on patients with complex needs, including those suffering from physical health and mental health issues and substance use disorders. We deliver on a mission of enabling better care for patients across the continuum, and our software solutions help healthcare professionals collaborate on shared patients across the spectrum of care.


Our data factory team is responsible for building the core data capabilities for Bamboo Health’s healthcare coordination platform. We partner with multiple types of entities in the healthcare continuum, collecting data in real time, applying our core business logic of patient care, deriving meanings from the data, delivering processed data to our customers, and materializing the results for consumption by other Bamboo Health products and applications.

In this position you will play a key role to ensure availability, reliability, and continuity of our platform and services. The ideal candidate has demonstrable skills analyzing complex technical and functional inquiries that surfaced from unusual circumstances, and has a sound understanding of the fundamentals of software architecture and design.

What You’ll Do:

  • Take ownership of escalated customer issues from support and see problems through to resolution.
  • Research, diagnose, troubleshoot, and identify solutions to resolve escalated issues.
  • Work with Support providing prompt and accurate feedback to customers.
  • Provide feedbacks and recommendations for future improvements and enhancements of product and technical designs.
  • Ensure proper recording and closure of all escalated issues.
  • Prepare accurate and timely reports.
  • Document knowledge in the form of knowledge base tech notes and articles.
  • Follow the SLA for issues with respect to the severity.

What Success Looks Like:

In 3 months…

  • Become familiar with the details of our business domain, development process
  • Become familiar with the existing system design, implementation, and codebase
  • Ask questions and build healthcare industry knowledge.

In 6 months…

  • Resolve customer issues independently.
  • Provide meaningful feedbacks to product and engineering teams on future improvements and enhancements.
  • Establish efficient and effective technical support process and technical knowledge base.

In 12 months…

  • Work as a strong partner to product, engineering, and support.
  • Lead technical support teams, coach, mentor other technical support engineers.
  • Demonstrate resolutions to customer issues are delivered effectively and efficiently.
  • Participate in design reviews assuring operational efficiency is built in early in all designs.

What You Need:

  • A mission-driven focus with a passion for spearheading change in complex healthcare environments, awareness of interoperability in the healthcare domain, and healthcare technical trends.
  • Bachelor’s Degree in Computer Science or related field or equivalent work experience
  • 2+ years professional experience in software development
  • Familiar with in at least one modern language such as Java, Kotlin, or Python.
  • Knowledgeable of data technology, proficient in SQL.
  • Strong problem-solving skills.
  • Passion in solving client problems and strong client-facing skills and written and verbal communication skills.
  • Knowledge of professional software engineering practices & best practices for the full software development life cycle, source control management, build processes, testing, and operations.

What You Get:

  • Join one of the fastest growing health IT companies in the country
  • Have the autonomy to build something with an enthusiastically supportive team
  • Learn from working at the highest levels and on the most strategic priorities of the company, including from world class investors and advisors
  • Receive competitive compensation, including equity, with health, dental, vision and other benefits

We are an equal opportunity employer.


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Software Engineer – Escalations

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Contact us

Bamboo Health

Bamboo Health is a hyper-growth, cloud-based, mission-driven healthcare technology and care-collaboration organization transforming patient care.

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