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Senior Production Support Analyst at Arcadia
Customer Service | Full time
Job details
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
You will:
What You'll Bring
What You'll Get
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.
