Artera is seeking a Senior Technical Support Analyst to provide application support for our customers' reported complex issues for our suite of pharmacy and patient communication products.
This person must have advanced skills with troubleshooting complex applications to a root cause level, an eagerness to innovate and contribute to a strong team environment, and genuine interest and enthusiasm with working directly with customers to build relationships, understand their expectations and delight them with results.
This is a full-time, in-office role (Monday-Friday) based in our high-energy Wayne, Pennsylvania office. Join a team where you'll build your network, gain foundational business acumen, and enjoy the perks of working in an in person, collaborative environment.
This position requires the ability to obtain and maintain security clearance. In accordance with federal contract requirements, U.S. citizenship is required.
Responsibilities
- Advanced Application Support: Deliver high-level technical assistance for intricate application-specific challenges, ensuring comprehensive resolution.
- Root Cause Analysis & Troubleshooting: Conduct deep-dive diagnostics on proprietary and third-party software to identify and remediate underlying system issues.
- Systems Maintenance & Remote Administration: Execute software deployments and utilize remote access tools to perform system maintenance and resolve onsite technical disruptions.
- Knowledge Management & Mentorship: Serve as a Subject Matter Expert (SME), maintaining technical documentation and providing guidance to the broader support team.
- Incident Diagnosis & Resolution: Utilize advanced problem-solving frameworks to interpret technical reports and implement effective solutions.
- Service Continuity & Efficiency: Independently resolve technical problems and efficiently and effectively manage the full resolution lifecycle independently to minimize customer downtime and ensure business continuity.
- Senior Tier Escalations: Act as the final point of escalation for high-priority or unresolved technical cases, performing expert-level root cause analysis.
Requirements
- Education & Experience: Bachelor’s in CS/IT or equivalent experience, plus 5+ years in advanced technical support or customer-facing roles.
- Technical Troubleshooting & Analysis: Advanced root-cause analysis and problem-solving skills, with the ability to resolve complex issues independently and mentor team members.
- Communication & Client Relations: Exceptional verbal and written communication skills; able to translate technical concepts for non-technical users.
- Software & Tool Proficiency: Expertise in ticketing systems, remote assistance tools, OS environments, and standard third-party applications.
- Operational Excellence: Strong time management and multitasking abilities in fast-paced environments; detail-oriented and collaborative.
- Technical Specializations (Preferred): Knowledge of networking, databases (IRIS), and web technologies; experience with VoIP and network diagnostics (e.g., Wireshark).
What the Team is Saying
Artera Compensation & Benefits Highlights
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Healthcare Strength — Healthcare coverage is presented as strong, with multiple medical plan options and $0 co‑pay for in‑network mental‑health visits on most plans. Several descriptions also point to low‑ or no‑cost options and supportive features like HSA/FSA and EAP access.
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Parental & Family Support — Parental leave provides 12 weeks paid for birthing and non‑birthing parents, complemented by 30 days of meal delivery and childcare reimbursement to support the return to work. Fertility support is also noted, including a lifetime credit on eligible plans.
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Leave & Time Off Breadth — Time off is positioned as flexible via non‑accrual or “unlimited” PTO and paid holidays. Some sources add a winter closure and periodic sabbaticals, expanding overall leave breadth.
Artera Insights
What We Do
Artera is an agentic company strengthening how healthcare providers communicate and care for patients. As an agentic partner, we bring over a decade of healthcare experience to address urgent workflows from day one and build custom solutions as healthcare providers’ needs evolve. Trusted by 1,000+ specialties, FQHCs, health systems, and federal agencies, Artera strengthens and enhances patient relationships across every interaction - from intake and scheduling to referral management, post-visit care, and more. For more information, visit www.artera.io. 2B+ Annual Comms. | #1 Best in KLAS (Patient Communications) | 11+yrs Experience | FedRAMP Class D Certification | 200M+ Patients | 1,000+ Provider Customers
Why Work With Us
At Artera, we believe the best work happens when people are truly connected. Our AI services model has shown what’s possible when small, focused teams move fast together — the speed of collaboration, pace of career growth, and quality of what we build can become stronger when teams share space.
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Artera Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We are focusing our U.S. hiring in three cities: Santa Barbara, CA (Our HQ), Seattle, WA, and Kansas City, KS/MO. Each location follows an in-person schedule that reflects how our local teams work best.
