Waystar

You would improve reliability, scalability, and performance, lead incident response and root-cause analysis, and mentor engineering teams. | The role requires 7+ years in SRE, DevOps, or infrastructure engineering, with deep cloud and container expertise, infrastructure-as-code and observability skills, and scripting proficiency. | ABOUT THIS POSITION We are seeking a highly skilled and proactive Senior Site Reliability Engineering II (SRE) to help drive reliability, scalability, and performance across our critical platforms. This role is ideal for a senior engineer who combines deep technical expertise with a passion for automation, observability, and operational excellence. As a Senior Specialist, you will tackle complex reliability challenges, lead technical initiatives, and partner closely with engineering, product, and infrastructure teams to ensure our systems remain resilient, scalable, and efficient. WHAT YOU'LL DO Reliability Engineering Design, implement, and optimize solutions that improve system reliability, scalability, and performance. Define, measure, and manage Service Level Indicators (SLIs), Service Level Objectives (SLOs), and error budgets. Drive automation initiatives that reduce operational overhead and improve system stability. Identify opportunities to enhance platform resilience and operational efficiency. Incident Management & Root Cause Analysis Serve as a technical lead during major production incidents and service disruptions. Conduct thorough root cause analyses and implement long-term corrective actions. Champion blameless postmortems and continuous improvement practices. Develop and enhance incident response, recovery, and escalation processes. Technical Leadership Lead cross-functional reliability and infrastructure initiatives. Mentor engineers and promote reliability best practices across teams. Influence architectural decisions to ensure reliability and scalability are incorporated early in the development lifecycle. Collaborate with software engineering teams to improve deployment pipelines, infrastructure, and system design. Monitoring, Observability & Automation Improve observability through metrics, logging, tracing, and alerting solutions. Build and maintain dashboards, monitoring tools, and automated recovery mechanisms. Continuously enhance system visibility, capacity planning, and operational readiness. Evaluate and implement tools that improve reliability, performance, and developer productivity. WHAT YOU'LL NEED 7+ years of experience in Site Reliability Engineering (SRE), DevOps, Infrastructure Engineering, or a related field. Deep expertise with cloud platforms such as AWS, GCP, and/or Azure. Strong experience with Kubernetes and containerized environments. Hands-on experience with Infrastructure as Code (IaC) tools such as Terraform or CloudFormation. Strong knowledge of observability platforms, including Prometheus, Grafana, Splunk, or similar tools. Experience designing, supporting, and troubleshooting distributed systems at scale. Strong scripting or programming skills in Python, PowerShell, or similar languages. Experience building and supporting CI/CD pipelines and automation frameworks. Excellent communication, collaboration, and problem-solving skills. Demonstrated ability to drive technical initiatives and influence across teams. AI & Innovation Active use of AI tools and technologies to improve productivity, innovation, and decision-making. Experience leveraging AI solutions to automate workflows and streamline operational processes. Curiosity and adaptability when evaluating emerging AI technologies and best practices. Commitment to continuous learning and experimentation with evolving AI capabilities. Preferred Qualifications Experience supporting highly regulated or high-availability environments, such as healthcare, financial services, or other mission-critical industries. Familiarity with chaos engineering, performance optimization, and capacity planning methodologies. Software development experience with strong coding skills in Python, Go, Bash, or related languages. Experience implementing self-healing systems and automated remediation strategies. Background leading reliability initiatives in cloud-native environments. What Success Looks Like The ideal candidate is a hands-on reliability engineer who thrives on solving complex infrastructure challenges, automating repetitive work, improving platform resiliency, and helping engineering teams deliver reliable services at scale. They bring a strong ownership mindset, a passion for operational excellence, and a commitment to continuous improvement. ABOUT WAYSTAR Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle. Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun. Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar on Twitter. WAYSTAR PERKS Competitive total rewards (base salary + bonus, if applicable) Customizable benefits package (3 medical plans with Health Saving Account company match) We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays Paid parental leave (including maternity + paternity leave) Education assistance opportunities and free LinkedIn Learning access Free mental health and family planning programs, including adoption assistance and fertility support 401(K) program with company match Pet insurance Employee resource groups Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Provide advanced front-line client support addressing complex product, technical, and billing issues while collaborating internally for improvements. | 2-4 years customer service experience in healthcare technology or software with CRM proficiency and strong problem-solving skills. | ABOUT THIS POSITION Analyzes, designs, and implements changes to points of interaction between the customer and the company to enhance customer experience with company services and products. Identifies and communicates areas of improvements in client experience to enhance products and services. Serves as customer advocate and recommends and implements client feedback that influences and supports business decisions. Designs and implements systems for collecting, consolidating, and analyzing customer interaction data to produce metrics and identify areas for improvement. Collaborates with business leaders and cross-functional teams as a customer advocate to integrate client feedback and experience metrics into decisions on processes, products, and service offerings to improve client usability, satisfaction, and loyalty. May reach out to customers, interact with website users, and / or conduct focus group meetings to vet ideas and prototype solutions before implementation. See also, Customer Support - Customer Service focus if responsible for responding to and resolving client or customer questions and issues pertaining to customer billing, technical, and contract issues. See also, Customer Support - Product Support focus if responsible for responding to and resolving client or customer questions pertaining to company's products. WHAT YOU'LL DO * Provide advanced front-line support to Waystar clients via phone, email, and chat, addressing complex product functionality questions, technical issues, and billing inquiries. * Proactively identify and troubleshoot client issues, escalating to appropriate internal teams (e.g., engineering, product management) when necessary and following through to resolution. * Educate clients on Waystar product features, best practices, and new releases to maximize their utilization and satisfaction. * Conduct client training sessions (one-on-one or small groups) as needed, demonstrating solutions and answering questions. * Document client interactions, issues, and resolutions accurately and thoroughly in the CRM system. * Collaborate with internal teams (sales, professional services, product) to share client feedback, identify trends, and contribute to continuous improvement initiatives. * Assist in the development and maintenance of client-facing knowledge base articles and support documentation. * Participate in client onboarding and implementation processes as required, ensuring a smooth transition. * Maintain a high level of product knowledge and stay updated on industry changes and Waystar enhancements. * Handle sensitive client information with the utmost confidentiality and professionalism. WHAT YOU'LL NEED * 2-4 years of experience in a customer service, client support, or client success role, preferably within the healthcare technology or software industry. * Proven ability to manage and resolve complex client issues with a strong focus on client satisfaction. * Excellent verbal and written communication skills, with the ability to explain technical concepts clearly and concisely to non-technical audiences. * Strong problem-solving skills and a methodical approach to troubleshooting. * Proficiency with CRM software (e.g., Salesforce, Zendesk) and other customer support tools. * Ability to work independently and as part of a team in a fast-paced environment. * Strong organizational skills and attention to detail. * Bachelor's degree preferred, or equivalent practical experience. * Familiarity with healthcare revenue cycle management (RCM) or medical billing processes is a significant plus. ABOUT WAYSTAR Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle. Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun. Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar on Twitter. WAYSTAR PERKS Competitive total rewards (base salary + bonus, if applicable) Customizable benefits package (3 medical plans with Health Saving Account company match) We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays Paid parental leave (including maternity + paternity leave) Education assistance opportunities and free LinkedIn Learning access Free mental health and family planning programs, including adoption assistance and fertility support 401(K) program with company match Pet insurance Employee resource groups Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.