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Artera delivers a platform-level patient communications solution that integrates across a health system’s tech stack.
The Role
The Senior Technical Support Analyst provides advanced application support for complex issues, conducts root cause analysis, and mentors team members. They ensure efficient resolution of technical problems and maintain documentation, enhancing customer satisfaction and minimizing downtime.
Summary Generated by Built In
ABOUT ARTERA
Our Mission: Make healthcare #1 in customer service.
What We Deliver: Artera, a SaaS leader in digital health, transforms patient experience with AI-powered virtual agents (voice and text) for every step of the patient journey. Artera’s virtual agents support front desk staff to improve patient access including self-scheduling, intake, forms, billing and more. Whether augmenting a team or unleashing a fully autonomous digital workforce, Artera offers multiple virtual agent options to meet healthcare organizations where they are in their AI journey. Artera helps support 2B communications in 109 languages across voice, text and web. A decade of healthcare expertise, powered by AI.
Our Impact: Trusted by 1,000+ provider organizations — including specialty groups, FQHCs, large IDNs and federal agencies — engaging 100 million patients annually. Hear from our CEO, Guillaume de Zwirek, about why we are standing at the edge of the biggest technological shift in healthcare’s history!
Our award-winning culture: Since founding in 2015, Artera has consistently been recognized for its innovative technology, business growth, and named a top place to work. Examples of these accolades include: Inc. 5000 Fastest Growing Private Companies (2020, 2021, 2022, 2023, 2024); Deloitte Technology Fast 500 (2021, 2022, 2023, 2024, 2025); Built In Best Companies to Work For (2021, 2022, 2023, 2024, 2025, 2026). Artera has also been recognized by Forbes as one of “America’s Best Startup Employers,” Newsweek as one of the “World’s Best Digital Health Companies,” and named one of the top “44 Startups to Bet your Career on in 2024” by Business Insider.
Applicants must currently be authorized and have the ability to provide proof of full-time, long-term authorization to work in the United States. We are unable to provide visa sponsorship or support visa transfers now or in the future.
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.
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).
OUR APPROACH TO WORK LOCATION
Artera has hybrid office locations in Santa Barbara, CA, and Philadelphia (Wayne), PA, where team members typically come in three days a week. Specific frequency can vary depending on your team's needs, manager expectations and/or role responsibilities.
In addition to our U.S. office locations, we are intentionally building geographically concentrated teams in several key metropolitan areas, which we call our “Hiring Hubs.” We are currently hiring remote candidates located within the following hiring hubs:
- Boston Metro Area, MA
- Chicago Metro Area, IL
- Denver Metro Area, CO
- Kansas City Metro Area (KS/MO)
- Los Angeles Metro Area, CA
- San Francisco / Bay Area, CA
- Seattle Metro Area, WA
This hub-based model helps us cultivate strong local connections and team cohesion, even in a distributed environment.
To be eligible for employment at Artera, candidates must reside in one of our hybrid office cities or one of the designated hiring hubs. Specific roles may call out location preferences when relevant.
As our hubs grow, we may establish local offices to further enhance in-person connection and collaboration. While there are no current plans in place, should an office open in your area, we anticipate implementing a hybrid model. Any future attendance expectations would be developed thoughtfully, considering factors like typical commute times and access to public transit, to ensure they are fair and practical for the local team.
WORKING AT ARTERA
Company benefits - Full health benefits (medical, dental, and vision), flexible spending accounts, company paid life insurance, company paid short-term & long-term disability, company equity, voluntary benefits, 401(k) and more!
Career development - Manager development cohorts, employee development funds
Generous time off - Company holidays, Winter & Summer break, and flexible time off
Employee Resource Groups (ERGs) - We believe that everyone should belong at their workplace. Our ERGs are available for identifying employees or allies to join.
EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT
Artera is an Equal Opportunity Employer and is committed to fair and equitable hiring practices. All hiring decisions at Artera are based on strategic business needs, job requirements, and individual qualifications. All candidates are considered without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetics, protected veteran status, or any other protected status.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.
Artera is committed to providing employees with a work environment free of discrimination and harassment; Artera will not tolerate discrimination or harassment of any kind. Artera provides reasonable accommodations for applicants and employees in compliance with state and federal laws. If you need an accommodation, please reach out to [email protected].
DATA PRIVACY
Artera values your privacy. By submitting your application, you consent to the processing of your personal information provided in conjunction with your application. For more information please refer to our Privacy Policy.
SECURITY REQUIREMENTS
All employees are responsible for protecting the confidentiality, integrity, and availability of the organization’s systems and data, including safeguarding Artera’s sensitive information such as, Personal identifiable Information (PII) and Protected Health Information (PHI). Those with specific security or privacy responsibilities must ensure compliance with organizational policies, regulatory requirements, and applicable standards and frameworks by implementing safeguards, monitoring for threats, reporting incidents, and addressing data handling risks or breaches.
This role supports a federal-facing product and is considered essential to secure operations. Candidates must meet eligibility for a government background check and comply with organizational security policies and federal data protection standards. The position includes responsibilities related to secure access, incident response, and operational continuity. Ongoing training and adherence to compliance requirements will be required.
Top Skills
Databases
Network Diagnostics
Networking
Os Environments
Remote Assistance Tools
Ticketing Systems
Voip
Web Technologies
What the Team is Saying
Nicole
VP of People
Reid
Director of Sales
Anav
Senior Staff Software Engineer
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The Company
What We Do
Artera, a SaaS leader in digital health, transforms patient experience with AI-powered virtual agents (voice and text) for every step of the patient journey. Trusted by 1,000+ provider organizations — including specialty groups, FQHCs, large IDNs and federal agencies — engaging 100 million patients annually. Artera’s virtual agents support front desk staff to improve patient access including self-scheduling, intake, forms, billing and more. Whether augmenting a team or unleashing a fully autonomous digital workforce, Artera offers multiple virtual agent options to meet healthcare organizations where they are in their AI journey. Artera helps support 2B communications in 109 languages across voice, text and web. A decade of healthcare expertise, powered by AI.
For more information, visit www.artera.io.
Why Work With Us
At Artera, you’ll work alongside a team of talented, hard-working people who are driven to improve healthcare. You will be challenged with complex projects and meaningful work – making your success at Artera all the more meaningful.
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Artera Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our Santa Barbara HQ, Philadelphia and Budapest offices are currently hybrid. We also hire in LA-area, SF/Bay Area, Boston, Chicago, Denver, Seattle and Kansas City areas. We do not currently have offices there, but are looking to that in the future
Typical time on-site:
Not Specified
Santa Barbara, CA
United States
Budapest, HU
United States
United States
United States
United States
Philadelphia, PA
United States
United States
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