Support Engineer, AI & Operations
Hybrid (US (remote))$60k - $80kFull-timePosted 2w ago
About the role
Role focusing on supporting and improving Malama Health's existing systems with AI-assisted debugging, small fixes, and day-to-day technical operations. Collaboration with care, operations, and engineering teams; no independent feature development or major architecture ownership.
Responsibilities
- Investigate and resolve support requests. Work with care managers and operations teammates to reproduce issues, clarify expected behavior, and distinguish bugs from data, configuration, or workflow problems.
- Give clear, useful answers. Explain how the product works in plain language, share practical next steps, and keep people updated until their issue is resolved. Verify answers against the application, documentation, code, or relevant data.
- Make small, reliable fixes using AI. Use AI coding tools to trace problems, propose focused changes, add or run relevant tests, and prepare pull requests for engineering review.
- Run recurring technical operations. Follow and improve documented procedures for data imports and exports, file transfers, scheduled jobs, integrations, and approved account setup or maintenance tasks. Check that each workflow actually completed and investigate failures.
- Maintain lightweight automations. Troubleshoot scripts and browser-based workflows, reduce repetitive manual work, and make recurring tasks easier for the team to run.
- Prototype practical improvements. Work with teammates to understand a workflow problem, use AI and existing tools to put together a small working prototype, and refine it based on feedback. Bring promising ideas to engineering for review before production use.
- Turn repeated questions into better documentation. Write troubleshooting guides, FAQs, and runbooks so teammates can solve common issues more independently.
- Escalate with context. Bring engineering a clear problem statement, reproduction steps, impact, and what you’ve already checked when an issue needs deeper expertise. Follow through on the handoff.
- Handle sensitive data carefully. Use approved tools and access, protect member information, and follow review and approval procedures for production changes.
Qualifications
- Experience in technical support, application support, software development, QA, technical operations, or similar hands-on work.
- Enough programming knowledge to read existing code, understand a proposed change, and make small fixes or scripts with AI assistance.
- Practical experience using AI tools for debugging, coding, or investigation, with a habit of checking their output.
- A hacker’s mindset: curious, resourceful, and willing to experiment with unfamiliar tools.
- Practical product sense: understand user goals, minimize friction, and test ideas with users.
- Comfort with SQL, spreadsheets or CSV files, logs, APIs, and basic command-line tools.
- Familiarity with Git, pull requests, and testing changes before release.
- Clear written communication and patience when helping people with different levels of technical knowledge.
- Strong follow-through: organize requests, prioritize by impact, document outcomes, and confirm resolution.
- Good judgment about uncertainty, access, and when to involve engineering or operations.
Skills
Required:SQL
Benefits
- Health insurance
- 401(k)
- equity
- flexible remote work (quarterly onsite)
Last updated Oct 7, 2026. Interested? Apply on the company site.
About Malama Health
Doula-led holistic support during and after pregnancy
Malama offers doula-led holistic support during and after pregnancy at no cost to patients. Malama is in-network with Aetna, UnitedHealthcare, Anthem, Kaiser, and several Medicaid Managed Care Plans. Malama is backed by the Stanford d.school, Y Combinator (S22), Alpine Investors and more.
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