Production Support Engineer
Transform9 · Birmingham, Alabama, United States · Posted Jun 29, 2026
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Calling your doctor shouldn't be harder than seeing your doctor. But at most practices, patients wait on hold, front-office staff drown in ring queues, and revenue walks out the door with every missed call.
Transform9 builds AI agents that answer every call for physician practices — scheduling appointments, routing callers, and resolving routine requests in seconds, around the clock. Our agents integrate directly with each practice's EHR, practice management, and phone systems, and adapt to how their front office actually works.
Our agents have handled millions of patient calls for thousands of providers, cut average hold times by 90%, and decreased call abandonment by 80%. We're headquartered in Birmingham, AL, and growing fast.
About the role
When something goes wrong on the Transform9 platform, a real patient can't reach their doctor. The Production Support Engineer is the first line of defense — monitoring the platform, triaging incoming issues, and working quickly to restore service. This is an engineering role, not a help desk role: you'll dig into logs, reproduce bugs, escalate with clear context, and close the loop with customers. You'll work closely with senior engineers and gain deep exposure to a modern voice AI platform in a high-stakes environment.
What you'll do
Monitor platform health and proactively identify issues before they impact customers
Triage and prioritize incoming production issues from internal teams and customers
Investigate failures using logs, metrics, and observability tooling — reproduce, isolate, and document issues clearly
Perform first-level engineering triage: distinguish configuration issues, integration failures, infrastructure events, and application bugs
Escalate well-characterized issues to the appropriate engineering team with full context
Communicate clearly with Customer Success and affected customers during incidents
Maintain and improve runbooks, triage guides, and support documentation
Participate in on-call rotation
Develop production-grade practices consistent with HIPAA and healthcare security standards
Location
On-site at our Birmingham, AL office.