Job Description
Physician Life Care Planning is launching Previdi™, an AI-powered case evaluation platform that helps plaintiff personal injury attorneys assess case value with speed, rigor, and physician-authored intelligence. As Previdi moves from Mini Beta into broader release, we are hiring a Tier 3 Technical Support Engineer to serve as the senior technical owner for issues that escalate beyond frontline support. This role sits at the intersection of internal support, product management, and engineering. You will be the bridge between our offshore development partner and our internal Product and Support teams—triaging complex production issues, reproducing defects, and validating fixes. The position is internal-facing; Tier 1/Tier 2 Support and the Product team handle direct customer communication. Monitoring and escalation coverage operate during U.S. business hours (8:00 AM – 5:00 PM Central), but you will be required to work after-hours as required. Our offshore development partner provides a majority after-hours coverage, with a structured handoff at the start and end of each U.S. day, but until Previdi scales, your after-hours attention will be required. Reporting & Working Relationships Reports to: Chief Technology Officer. Partners closely with: Product Manager (case evaluation platform), Tier 1/Tier 2 Support, and the offshore development partner's engineering leads. Works alongside: Internal subject-matter experts (clinical, life care planning) as needed for issue diagnosis and validation. Key Responsibilities Escalation & Issue Resolution Serve as the senior technical escalation point for production issues that cannot be resolved by Tier 1 or Tier 2 support. Reproduce, diagnose, and document complex defects spanning the Previdi AI Dashboard widgets (Injury & Diagnoses, Case Timeline, Care Summary, Quick Insights, Future Recommendations, Key Considerations, Range Finder) and the damages valuation services workflow. Triage incoming bug reports, classify severity and priority, and route work appropriately to the offshore development team or back to Product for clarification. Own the resolution lifecycle for escalated tickets—from intake through verified fix and post-incident documentation—coordinating with Tier 1/Tier 2 Support, who handle customer communication. Offshore Development Partnership Act as the day-to-day technical liaison to the offshore development partner, ensuring tickets are well-specified, reproducible, and prioritized correctly. Operate a structured daily handoff with the offshore team—receiving overnight work product at the start of the U.S. day and handing off open items at the end of the U.S. day so coverage is continuous across time zones. Participate in regular standups with the offshore team to align on priorities, unblock active tickets, and review release readiness. Validate developer fixes in staging and production environments before closing tickets; perform regression checks on adjacent functionality. Maintain clear written handoffs—reproduction steps, environment details, expected vs. actual behavior, logs, and screenshots—so offshore engineers can move quickly without ambiguity. Product & Support Team Collaboration Partner with Product Management to surface patterns in escalated issues, informing roadmap priorities, defect backlogs, and release readiness decisions. Equip the Tier 1/Tier 2 Support team with knowledge base articles, runbooks, and resolution playbooks based on issues you've worked, so more issues can be resolved without escalation. Provide technical input into release readiness reviews, UAT signoff, and the Release Readiness Board cadence. Contribute to root-cause analyses and post-mortems for high-severity incidents, providing the technical narrative that Support and Product use to communicate with affected customers. Platform Operations & Quality Monitor New Relic dashboards and platform telemetry during U.S. business hours (6:00 AM – 7:00 PM CT) to proactively identify performance, reliability, and integration issues; coordinate after-hours coverage with the offshore development partner. Support the deployment of Pendo in-app guidance and Salesforce Service Cloud case routing in coordination with Product and Support leadership. Maintain a working knowledge of the Previdi data model, integrations (Salesforce, HubSpot, RingCentral/AT&T Office@Hand), and hosting environment (Azure/Rackspace, SOC 2 controls). Help uphold security and compliance posture, including awareness of HIPAA