Senior Developer – Escalation Management

About the role

AlayaCare is seeking a Senior Developer to join its Level 3 escalation engineering team (Sirens). You will work closely with Customer Experience to troubleshoot complex product issues, build automation tools, and drive improvements that reduce customer effort.

Key responsibilities

• Design, code, test and debug high‑quality software, providing Level 3 support and root‑cause analysis for escalated tickets.
• Develop tooling and automation to help Support resolve issues more efficiently and mentor Customer Experience Specialists.
• Monitor production applications, proactively identify issues, and collaborate with Support, Product and Engineering to implement sustainable enhancements.
• Participate in code reviews, knowledge‑sharing, and on‑call rotation while adhering to engineering standards and release processes.

Required profile

• 4+ years of professional software engineering experience.
• Strong problem‑solving ability, capable of navigating unfamiliar code and working autonomously.
• Excellent communication skills for both technical and non‑technical audiences.
• Background in Computer Science or equivalent practical training.

Required skills

• Python (with PyTest unit testing) and PHP development.
• JavaScript and Vue.js front‑end experience.
• SQL databases, Git, CI/CD pipelines, Docker, SQLAlchemy.
• Cloud platforms, preferably AWS.
• Familiarity with ticketing tools such as Zendesk and Jira, and production log/monitoring analysis.

What we offer

• Hybrid work model: 2 days in office, 3 days remote.
• Competitive salary plus RSU stock options.
• Wellness days, flexible benefits, parental leave and volunteer leave.
• Team lunches, events and a collaborative, inclusive culture.