Senior Support Engineer I

Our mission: to eliminate every barrier to mental health. At Spring Health, we’re on a mission to revolutionize mental healthcare by removing every barrier that prevents people from getting the help they need, when they need it. Our clinically validated technology, Precision Mental Healthcare , empowers us to deliver the right care at the right time—whether it’s therapy, coaching, medication, or beyond—tailored to each individual’s needs. We proudly partner with over 450 companies, from startups to multinational Fortune 500 corporations, as a leading provider of mental health service, providing care for 10 million people. Our clients include brands you use and know like Microsoft, Target, and Delta Airlines, all of whom trust us to deliver best-in-class outcomes for their employees globally. With our innovative platform, we’ve been able to generate a net positive ROI for employers and we are the only company in our category to earn external validation of net savings for customers. We have raised capital from prominent investors including Generation Investment, Kinnevik, Tiger Global, Northzone, RRE Ventures, and many more. Thanks to their partnership and our latest Series E Funding, our current valuation has reached $3.3 billion. We’re just getting started—join us on our journey to make mental healthcare accessible to everyone, everywhere. As a Senior Support Engineer I, you will be responsible for resolving complex technical issues, improving system reliability, and building tooling that strengthens our support capabilities. You will partner closely with Product and Engineering to ensure that the systems powering life-saving care are stable, observable, and easier to operate. Please note that this is a hybrid role based in San Francisco with an expectation to be in office 2-3 days a week. Our office is located at 2 Embarcadero Ctr. What you’ll do: Own investigation and resolution of the most complex technical support issues, including cross-service and production-impacting incidents. Serve as a senior escalation point for high-severity incidents, driving root cause analysis and durable fixes. Identify patterns in recurring issues and design automation, tooling, or process improvements to eliminate manual work. Partner with Product and Engineering teams to advocate for observability, system reliability, and operational simplicity. Contribute to and improve internal runbooks, documentation, and support workflows. Translate support trends into actionable insights that improve platform stability and user experience. Participate in incident response rotations and contribute to blameless postmortems. What success looks like: Complex issues are resolved efficiently and with high quality, reducing repeat incidents. Automation and tooling measurably reduce recurring support volume and manual effort. High-severity incidents are resolved within response targets, with clear root cause documentation. Engineering and Product partners trust your technical judgment and act on your recommendations. Support workflows become more scalable as systems mature. What you’ll bring: 7+ years of experience in Support Engineering, Site Reliability Engineering, or Software Engineering. Strong ability to read, understand, and debug production code in modern web application stacks. Experience conducting structured root cause analysis for complex, distributed systems. Experience responding to incidents where reliability directly impacts users. Demonstrated ability to independently scope and drive technical improvements from problem identification to implementation. Strong written and verbal communication skills, including the ability to explain complex technical concepts clearly to non-technical stakeholders. Nice to have: Familiarity with AWS infrastructure and modern observability tools such as Datadog, Sentry, or Splunk. Experience building internal tooling or automation to improve engineering efficiency. Experience ... (truncated, view full listing at source)