Senior Production Support Analyst

Arcadia is dedicated to happier, healthier days for all. We transform diverse data into a unified fabric for health. Our platform delivers actionable insights for our customers to advance care and research, drive strategic growth, and achieve financial success. For more information, visit arcadia.io.

Why This Role Is Important to Arcadia

Our Production Support Team is one of the keys to providing our clients with the highest level of customer service. As a Production Support Analyst, you will be on the front lines triaging, troubleshooting, and resolving requests reported by Arcadia customers and internal stakeholders. You will leverage technologies such as AWS, Postman, New Relic, JIRA, and others to aid our customers in investigating and resolving complex issues. This position requires experience in product support and/or data analysis, and benefits from an understanding of US healthcare and care management. This is a high-growth position that offers deep and focused exposure and engagement with Arcadia engineering and product experts to identify and advocate for prioritization of bug fixes, process and product improvements, and new features as a primary product stakeholder.

What Success Looks Like

In 3 months

- Learn the different areas of Arcadia product suite

- Independently Triage issues and escalate to partner teams as necessary

- Diagnose systemic problems and collaborate with customers and other teams to fix these problems

- Review and Monitor logs to identify issues or errors

In 6 months

- Be able to serve as a SME for 1 or more components in Arcadia’s product suite

- Deep understanding of the underlying product data model

- Provide constant feedback to the product and engineering teams to improve ability to support products with speed & quality

- Investigate and diagnose problems and collaborate with customers or other teams to resolve

In 12 months

- Comfortable communicating technical concepts to customers and stakeholders 

- Deep understanding of user flows, functional specifications, technical architecture, data models, and roadmap

- Take ownership of support for a set of products

- Contribute meaningfully to process improvements for the team

What You'll Be Doing

• In this position, you will collaborate with a diverse and skilled cross-functional team managing intake, triage, troubleshooting, and resolution of Product Support issues. You will play a pivotal role in swiftly identifying and assessing issues ensuring a seamless service experience for our customers.




You will: 

• Assist in intake, triage, and resolution of support tickets.
• Manage work queues and create/maintain process documentation including SOP’s and troubleshooting guides.
• Provide detailed Root Cause Analysis for Data and Application related issues.
• Build and maintain Subject Matter Expertise across multiple Arcadia product lines and data-related areas.
• Serve as a resource for both customers and Internal Stakeholders.
• Identify and advocate for areas of improvement and proposed solutions.
• Collaborate with Product and Engineering teams to advocate for resolution of Production bugs and feature enhancements.
• Lead meetings and conduct department training.
• Manage escalation efforts, including Internal and External Communications

What You'll Bring

• 3-5 years as a technical, data, or support analyst/engineer or relative experience: healthcare industry experience is a plus
• High Proficiency in SQL and data analysis
• Understanding of Kanban/Scrum/Agile processes 
• Experience with investigating API, Application, Data, and Infrastructure related errors and issues
• Experience with AWS cloud infrastructure, Redshift, New Relic, Postman are a plus
• Ability to communicate technical issues and solutions to non-technical users and stakeholders
• Strong analytical, quantitative, problem solving and organization skills
• Attention to detail and ability to coordinate multiple tasks, set priorities and meet deadlines
• Experience with ETL, Database, or Application development/support leveraging tools such as Spark, Java, Kubernetes or are a plus
• Knowledge of HIPAA, experience with EHR/HL7/FHIR, experience in a secure data systems environment, experience in Atlassian Jira and Confluence are a plus.

What You'll Get

• Chance to be surrounded by a team of extremely talented and dedicated individuals driven to succeed
• Be a part of a mission driven company that is transforming the healthcare industry by changing the way patients receive care
• A flexible, remote friendly company with personality and heart
• Employee driven programs and initiatives for personal and professional development
• Be a member of the Arcadian and Barkadian Community

About Arcadia

Arcadia.io helps innovative providers and payers across the country transform healthcare to reduce cost while improving patient health. We do this by aggregating large amounts of disparate data, applying algorithms to identify opportunities to provide better patient care, and making those opportunities actionable by physicians at the point of care in near-real time. We are passionate about helping our customers drive meaningful outcomes. We are growing fast and have emerged as a market leader in the highly competitive population health management software market and have been recognized by industry analysts KLAS, IDC, Forrester, and Chilmark for our leadership. For a better sense of our brand and products, please explore our website.

Protect Yourself

If you have concerns about the authenticity of a job offer or recruitment-related communication claiming to be from Arcadia, we encourage you to verify by contacting us directly at (781) 202-3600 and select option 3. For more information, visit our website.

This position is responsible for following all Security policies and procedures in order to protect all PHI under Arcadia's custodianship as well as Arcadia Intellectual Properties. For any security-specific roles, the responsibilities would be further defined by the hiring manager.