Experienced Customer Reliability Specialist – Technical Support & SRE Expert for Behavioral Health Technology

At blithequark, we're revolutionizing the way clinicians deliver behavioral care through data-driven insights and personalized support. As a pioneer in the field of behavioral health technology, we're committed to empowering healthcare providers with the tools they need to make a meaningful impact on their patients' lives. We're seeking a skilled Customer Reliability Specialist to join our team, bridging 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.

About blithequark

blithequark is on a mission to deliver the world's most effective behavioral care through data, measurement, and personalization. We 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. Our team is passionate about making a difference in the lives of thousands of people, and we're committed to creating a work environment that's inclusive, supportive, and empowering.

The Opportunity

As a Customer Reliability Specialist at blithequark, you'll be the primary technical escalation point in the United States for complex customer issues (Tier 3/4 support). You'll design, implement, and maintain monitoring solutions for system metrics, logs, and alerts, and interface directly with customers to resolve sophisticated technical challenges. You'll also develop and maintain automation scripts to streamline operations and support processes, analyze system performance metrics, and recommend improvements.

Key Responsibilities

* 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

Qualifications and Skills

* 2+ years of experience in technical support, DevOps, or SRE roles

• Strong proficiency in shell scripting and at least one of: Python, Go, or Ruby
• 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
• Experience with cloud platforms (AWS/Azure/GCP)
• Strong Linux systems administration experience (RHEL/CentOS, Ubuntu/Debian) including shell scripting, user management, system updates and networking
• Excellent problem-solving and analytical skills
• Strong written and verbal communication skills
• Ability to work independently and collaborate with international teams

Nice to Haves

* Engineering background or relevant technical degree

• Healthcare or behavioral health technology industry experience
• Experience working with distributed teams
• Knowledge of security and compliance requirements in healthcare

What We Offer

* 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

Why Join blithequark?

At blithequark, we're passionate about making a difference in the lives of thousands of people. We're committed to creating a work environment that's inclusive, supportive, and empowering. If you're a technical troubleshooter at heart with a passion for diving deep into complex systems while maintaining a customer-first mindset, we want to hear from you. Join our team and be part of a startup that's having a meaningful impact on the well-being and mental health of thousands.

How to Apply

If you're excited about this opportunity, please submit your application through our website. We can't wait to hear from you! Apply Job! Apply for this job