Pomelo Care

As a Staff Software Engineer, you will define and guide technical direction by designing, building, and scaling the technology that underpins Pomelo’s success. You will be a technical leader and a mentor to others, driving the technical direction and architecture of complex systems. | You should have 10+ years of experience shipping high-quality, scalable software systems and be proficient in system and relational database design. Experience with modern front-end frameworks and a passion for AI-powered tools is also important. | About us Pomelo Care is a multi-disciplinary team of clinicians, engineers and problem solvers who are passionate about improving care for moms and babies. We are transforming outcomes for pregnant people and babies with evidence-based pregnancy and newborn care at scale. Our technology-driven care platform enables us to engage patients early, conduct individualized risk assessments for poor pregnancy outcomes, and deliver coordinated, personalized virtual care throughout pregnancy, NICU stays, and the first postpartum year. We measure ourselves by reductions in preterm births, NICU admissions, c-sections and maternal mortality; we improve outcomes and reduce healthcare spend. Our engineering team is the engine behind our innovative virtual care platform, building AI-powered solutions that fundamentally transform care delivery and create exceptional experiences for both patients and clinicians. If you're passionate about using technology to effect real, tangible good in the world, we'd love to meet you. What you'll do As a Staff Software Engineer, you will define and guide technical direction by designing, building and scaling the technology that underpins Pomelo’s success. You will be a technical leader and a mentor to others. On any given day, you may: Write exemplary code that sets the standard for the team, shipping high-impact features while architecting systems that scale effortlessly Drive the technical direction and architecture of complex, distributed systems that enable our clinical team to deliver personalized, data-driven care at scale Pioneer our AI-powered tools, designing and building agents that make clinicians drastically more efficient and effective Elevate the game of those around you through mentorship, technical guidance, and fostering our culture of excellence and continuous learning Partner with product and clinical leadership to shape the company's technical strategy, identifying breakthrough opportunities to ensure we are tackling the most impactful problems Who you are You’re a seasoned, product-minded, technical leader who is an expert in navigating ambiguity, identifying opportunities that have a lasting impact on the business, and raising the bar for the people around you. You’re equally comfortable talking to a customer as you are being handed a spec and you have a proven ability to translate user needs into high-quality technical solutions. In particular, you: Have 10+ years of experience shipping high-quality, scalable software systems Have an expert level of proficiency in system and relational database design and one or more languages like Java, C#, Kotlin, Python, Go, etc. Have experience guiding technical teams in the development of applications with modern front-end frameworks like React or Vue.js Are passionate about staying on the cutting-edge of agentic tooling to significantly accelerate delivery and amplify engineering impact Have a track record of delivering elegant and maintainable solutions to complex problems that matter We'll be super excited if you: Have prior experience in AI/ML, natural language processing or building agent-based systems Have previously worked in a fast-paced, product-oriented environment Why you should join our team By joining Pomelo, you will help shape the future of a fast-moving, well-funded and mission-driven startup that always puts the patient first. You will learn, grow and be challenged -- and have fun with your team while doing it. We strive to create an environment where employees from all backgrounds are respected. We also offer: Competitive healthcare benefits Generous equity compensation Unlimited vacation Membership in the First Round Network (a curated and confidential community with events, guides, thousands of Q&A questions, and opportunities for 1-1 mentorship) At Pomelo, we are committed to hiring the best team to improve outcomes for all mothers and babies, regardless of their background. We need diverse perspectives to reflect the diversity of problems we face and the population we serve. We look to hire people from a variety of backgrounds, including but not limited to race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status. Our salary ranges are based on paying competitively for our company’s size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Pomelo Care. In accordance with New York City, Colorado, California, and other applicable laws, Pomelo Care is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity. Given that this role is open to candidates of different skill levels, determining a salary range is challenging. A reasonable estimate of the current salary range is $220,000 to $260,000. We expect most candidates to fall in the middle of the range. #LI-Remote Potential Fraud Warning Please be cautious of potential recruitment fraud. With the increase of remote work and digital hiring, phishing and job scams are on the rise with malicious actors impersonating real employees and sending fake job offers in an effort to collect personal or financial information. Pomelo Care will never ask you to pay a fee or download software as part of the interview process with our company. Pomelo Care will also never ask for your personal banking or other financial information until after you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All official communication with Pomelo Care People Operations team will come from domain email addresses ending in @pomelocare.com. If you receive a message that seems suspicious, we encourage you to pause communication and contact us directly at careers@pomelocare.com to confirm its legitimacy. For your safety, we also recommend applying only through our official Careers page. If you believe you have been the victim of a scam or identity theft, please contact your local law enforcement agency or another trusted authority for guidance.

Provide empathetic, timely client support across multiple channels, troubleshoot issues, develop support documentation, and collaborate with teams to improve client outcomes. | 3+ years customer support experience, proficiency with Zendesk or similar platforms, strong communication skills, ability to work independently and optimize processes. | About us Pomelo Care is a multi-disciplinary team of clinicians, engineers and problem solvers who are passionate about improving care for moms and babies. We are transforming outcomes for pregnant people and babies with evidence-based pregnancy and newborn care at scale. Our technology-driven care platform enables us to engage patients early, conduct individualized risk assessments for poor pregnancy outcomes, and deliver coordinated, personalized virtual care throughout pregnancy, NICU stays, and the first postpartum year. We measure ourselves by reductions in preterm births, NICU admissions, c-sections and maternal mortality; we improve outcomes and reduce healthcare spend. Role Description Your North Star As a Client Support Associate, your mission is to serve as the voice of Pomelo Care for our clients, ensuring a world-class support experience while actively driving efficiencies in your role. What You’ll Do • Deliver high-quality support: Provide empathetic, timely, and resolutions-focused client support to our clients across all communication channels (email, chat, phone). • Timely situation resolution: Troubleshoot complex client issues through both independent and cross-functional problem-solving to deliver high-quality responses within a timely manner. • Template and documentation development: Create, refine, and maintain a library of support templates, internal knowledge base articles, and client-facing FAQs to improve response time and streamline knowledge dissemination. • Scaling support operations: Proactively identify, standardize, and automate support processes to drive efficiency and deliver great client outcomes at scale. • Leverage technology to drive efficiency: Use platforms, like Zendesk, to manage the ticket lifecycle from intake to resolution, ensuring accurate logging and reporting of all client interactions. • Collaboration: Work closely with Operations and Clinical teams to communicate client feedback, reproduce bugs, and advocate for user needs. Who You Are • 3+ years of experience providing customer or client support, ideally within a high-growth startup, healthcare, or technology environment. • Proficiency with Zendesk (or a similar help desk platform) for ticket management, macro creation, and reporting. • A proven track record of maintaining high customer satisfaction (CSAT/NPS) scores and managing a fast-paced queue. • Exceptional written and verbal communication skills with a meticulous attention to detail. • An independent and critical thinker who is comfortable operating in an environment where processes are constantly being optimized and defined. • Proficiency in leveraging data (e.g., ticket volume, resolution time) to drive process improvements. Why you should join our team By joining Pomelo, you will get in on the ground floor of a fast-moving, well-funded, and mission-driven startup where you will have a profound impact on the patients we serve. And you'll learn, grow, be challenged, and have fun with your team while doing it. We strive to create an environment where employees from all backgrounds are respected. We value working across disciplines, moving fast, data-driven decision making, learning, and always putting the patient first. We also offer: • Competitive healthcare benefits • Generous equity compensation • Unlimited vacation • Membership in the First Round Network (a curated and confidential community with events, guides, thousands of Q&A questions, and opportunities for 1-1 mentorship) At Pomelo, we are committed to hiring the best team to improve outcomes for all mothers and babies, regardless of their background. We need diverse perspectives to reflect the diversity of problems we face and the population we serve. We look to hire people from a variety of backgrounds, including but not limited to race, age, sexual orientation, gender identity and expression, national origin, religion, disability, and veteran status. Our salary ranges are based on paying competitively for our company’s size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Pomelo Care. In accordance with New York City, Colorado, California, and other applicable laws, Pomelo Care is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity. A reasonable estimate of the current salary range is $70,000-$90,000. We expect most candidates to fall in the middle of the range. We also believe that your personal needs and preferences should be taken into consideration, so we allow some choice between equity and cash. Potential Fraud Warning Please be cautious of potential recruitment fraud. With the increase of remote work and digital hiring, phishing and job scams are on the rise with malicious actors impersonating real employees and sending fake job offers in an effort to collect personal or financial information. Pomelo Care will never ask you to pay a fee or download software as part of the interview process with our company. Pomelo Care will also never ask for your personal banking or other financial information until after you have signed an offer of employment and completed onboarding paperwork that is provided by our People Operations team. All official communication with Pomelo Care People Operations team will come from domain email addresses ending in @pomelocare.com. If you receive a message that seems suspicious, we encourage you to pause communication and contact us directly at careers@pomelocare.com to confirm its legitimacy. For your safety, we also recommend applying only through our official Careers page. If you believe you have been the victim of a scam or identity theft, please contact your local law enforcement agency or another trusted authority for guidance.