Field Engineer Incident Response - Hybrid at Roseville, CA

Date: Jun 16, 2025

Location:

Roseville, CA, US, 95747-6645

Req ID: 31525

Be part of a team that unleashes the power of leading-edge technologies to help improve the health and well-being of those most vulnerable in our country and communities. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values work flexibility, learning, and career development. You’ll add to your technical credentials and certifications while enjoying a generous, flexible vacation policy and educational assistance. We also have comprehensive leadership and technical development academies to help build your skills and capabilities.

Summary

As a Field Engineer serving as an Incident Manager, you will be the frontline responder for critical IT incidents, outages, and service disruptions. You’ll triage incidents, manage outage communications, open and track problem statements, and lead root cause analysis efforts. This role demands a proactive communicator and a calm, analytical thinker who thrives in high-pressure environments.

Your role in our mission

Triage and manage incoming incidents using ServiceNow or similar ticketing systems.
Coordinate and lead outage response efforts, ensuring timely resolution and stakeholder updates.
Open, track, and document problem statements and known errors.
Conduct thorough root cause analysis (RCA) and ensure documentation is complete and actionable.
Collaborate with cross-functional teams to implement long-term fixes and prevent recurrence.
Maintain accurate records of incident timelines, actions taken, and resolution outcomes.
Provide after-action reports and participate in post-incident reviews.
Support asset requests and production support tasks as needed.
Provide regular reports on incident trends, SLA compliance, and service performance.

What we're looking for

2+ years of experience in a help desk, incident management, or field engineering role.
Experience with ServiceNow or similar ITSM platforms.
Incident Response: Ability to assess, prioritize, and resolve incidents efficiently.
Problem Management: Skilled in identifying patterns and documenting problem statements.
Root Cause Analysis: Proficient in uncovering underlying issues and recommending solutions.
Outage Management: Experience managing high-impact outages with clear communication.

What you should expect in this role

This is a hybrid position based in our Roseville, CA office, requiring three days on-site and two days remote each week.
Candidates must be California residents and able to work both independently and collaboratively in a hybrid environment.
Video cameras must be used during all interviews, as well as during the initial week of orientation.
The deadline to submit applications for this posting is July 18, 2025.

The pay range for this position is $59,500.00 - $85,000.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.