We are looking for a Staff Escalation Engineer to join our Shared Platform Services team. This is a hybrid role based out of either our San Jose, CA office (3 days a week), reporting to the Sr. Manager, Software Engineering QA. You will be instrumental in taking the Zscaler Client Connector Cloud service to the next level in terms of reliability, availability, and scalability. As part of the team that built the world’s largest cloud security platform, you will bring your vision and passion to enable organizations worldwide to harness speed and agility with a cloud-first strategy.

What you’ll do (Role Expectations)

• Own and resolve escalated cloud incidents end-to-end, including impact analysis, debugging, implementing solutions, and communicating with stakeholders

• Collaborate with development, security, and operations to design and implement code/configuration fixes for complex system issues

• Monitor system health, performance, and security via PagerDuty and enhance alerting to meet SLOs

• Build diagnostic tools, dashboards, and documentation to enable faster, more effective incident resolution across the team

• Lead production service ownership and supportability by deploying critical fixes, making key deployment decisions, and responding to high-pressure off-hours events

Who You Are (Success Profile)

• You thrive in ambiguity. You're comfortable building the path as you walk it. You thrive in a dynamic environment, seeing ambiguity not as a hindrance, but as the raw material to build something meaningful.

• You act like an owner. Your passion for the mission fuels your bias for action. You operate with integrity because you genuinely care about the outcome. True ownership involves leveraging dynamic range: the ability to navigate seamlessly between high-level strategy and hands-on execution.

• You are a problem-solver. You love running towards the challenges because you are laser-focused on finding the solution, knowing that solving the hard problems delivers the biggest impact.

• You are a high-trust collaborator. You are ambitious for the team, not just yourself. You embrace our challenge culture by giving and receiving ongoing feedback—knowing that candor delivered with clarity and respect is the truest form of teamwork and the fastest way to earn trust.

• You are a learner. You have a true growth mindset and are obsessed with your own development, actively seeking feedback to become a better partner and a stronger teammate. You love what you do and you do it with purpose.

What We’re Looking for (Minimum Qualifications)

• 5+ years of experience along with expert troubleshooting, debugging, and root-cause analysis for complex, high-priority incidents, with experience using CPU/memory profilers to diagnose resource exhaustion

• Strong hands-on skills in Python, Bash, and Java; cloud platforms (GCP, AWS, Azure); and IaC/configuration tools (Terraform, Ansible)

• Ability to write complex MySQL queries and generate business reports

• Experience with authentication protocols such as SAML and OAuth

• Solid networking fundamentals (TCP/IP, UDP, ICMP) and debugging with Postman and packet captures, along with proficiency in monitoring tools like Grafana

What Will Make You Stand Out (Preferred Qualifications)

• Experience developing applications with Java, REST APIs, MySQL, and jQuery

• Bachelor’s degree in Computer Science or Computer Engineering (or related field); MS in CS/CE preferred

#LI-JM1 #LI-Hybrid

Who are we and why should you join us?

BetterHelp is on a mission to remove the traditional barriers to therapy and make mental health care more accessible to everyone. Founded in 2013, we are now the world’s largest online therapy service, providing affordable and convenient therapy in across the globe. Our network of over 30,000 licensed therapists has helped millions of people take ownership of their mental health and change their lives forever. And we’re not stopping there – as the unmet need for mental health services continues to grow, BetterHelp is committed to being part of the solution.

As a Senior Full Stack Software Engineer at BetterHelp, you’ll join a diverse team of licensed clinicians, engineers, product pros, creatives, marketers, and business leaders who share a passion for expanding access to therapy. And as a mental health company, we take employee mental health just as seriously as we do our mission. We deeply invest in our team’s well-being and professional development, because we know that business and individual growth go hand-in-hand. At BetterHelp, you’ll carve your own path, make an immediate impact, and be challenged every day – with a supportive community behind you the whole way.

What are we looking for?

We're looking for a talented, motivated, smart individual with a passion for software engineering, a strong desire to learn and an interest in providing mentorship to junior level developers. This position is ideal for a seasoned software engineer who has worked on multiple challenging projects, someone who is not afraid to write code to scratch an itch. We love technology and so should you.

What technologies will you work with?

We use a combination of well established and more recent technologies, always innovating, always experimenting. We’re open to new ideas and novel approaches! Our current tech stack is:

• Backend: Linux, nginx, Laravel (PHP), MySQL, Redis
• Frontend: Twig (PHP templates), Bootstrap 3, jQuery, HTML5, CSS3/SASS, and Next.js / React

What will you do?

• You will develop end to end. You own your features and see them through to production and beyond.
• You will develop best practices and write clean, secure, readable, scalable code. OOP where appropriate.
• You will collaborate with other team members - engineers and others.
• You will integrate and build for external and internal API's.
• You will develop new products in PHP and alter existing PHP code to accommodate scale and integration with new technologies and APIs.
• You will write and optimize SQL queries and design schemas.
• You will create and code complex backend algorithms.
• You will profile and optimize new and legacy code.
• You will use CSS and Javascript to complete functionality of new products.
• You will always be thinking cross-device and cross-platform, mobile, tablet and desktop.
• You will ship often and fast. We keep an agile environment with continuous deployment.
• You will care and be involved in our product, mission, and success - way beyond checking off development tasks.

What will you NOT do?

• You will NOT worry about "runway", "cash left", or "how much time we have until the next round". We have the startup DNA but we're fully backed and funded, all the way to success.
• You will NOT be confined to your "job". You will get involved in product, marketing, business strategy, and almost everything we do.
• You will NOT be bogged down by office politics, ego, or bad attitude. Only positive, pleasure-to-work-with people are allowed here!
• You will NOT get yourself burned out. We work hard but we believe in maintaining a sustainable work/life balance. Really.

Can I work remotely?

Yes. We operate on PST and candidates in any time zone are welcome to apply. We ask employees to travel to our San Jose, CA office up to three times per year plus one company-wide offsite to collaborate in person and strengthen working relationships. Travel expenses are covered and reasonable accommodations are made for those under unique circumstances who cannot travel.

Requirements

• 5+ years of experience in web development (any stack), solving challenging problems and implementing new features from scratch.
• 3+ years of experience in SQL. Designing relational DB schemas, complex queries, etc.
• Deep understanding of web development concepts and principles.
• Example of full-stack projects.
• At least one major demonstrable project with front-end code, back-end code and database.
• Ability to design, develop and launch a web application from start to finish.
• Ability to learn quickly and pick up new skills independently.
• Get-things-done attitude with eagerness to build something great.
• Familiar with web & SQL security best practices.
• Comfortable working outside the context of a framework. Frameworks can help you get some things done more quickly, but we find it helpful if candidates are comfortable working outside of a framework so they have a good understanding of what is going on behind the scenes first.
• Experience using git in a team environment.
• Ability to work in the US, to travel to our Mountain View, California offices up to three times per year and to an additional company offsite.

Benefits

• Remote work with regular in-person bonding experiences sponsored by the company
• Competitive compensation 
• Holistic perks program (including free therapy, employee wellness, and more)
• Excellent health, dental, and vision coverage
• 401k benefits with employer matching contribution
• The chance to build something that changes lives – and that people love
• Any piece of hardware or software that will make you happy and productive
• An awesome community of co-workers

The base salary range for this position is $110,000 - $185,000. In addition to the base salary, this position is eligible for a performance bonus and the extensive benefits listed here (subject to eligibility requirements): Teladoc Health Benefits 2026. Total compensation is based on several factors – including, but not limited to, type of position, location, education level, work experience, and certifications. This information is applicable to all full-time positions.

At BetterHelp we thrive on difference and individuality, and as part of the Teladoc Health family, we are proud to be an Equal Opportunity Employer. We never have and never will discriminate against any job candidate or employee due to age, race, ethnicity, religion, sex, color, national origin, gender, gender identity, sexual orientation, medical condition, marital status, parental status, disability, or Veteran status.