As an Analyst in Production Support, you will triage and resolve customer-reported issues using various tools, while collaborating with cross-functional teams to improve product support.
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 plays a critical role in delivering the highest level of customer service to our clients. As an Analyst, Production Support Shared Services, you will be on the front lines of triaging, troubleshooting, and resolving issues reported by Arcadia customers and internal stakeholders. You will leverage tools such as AWS, Redshift, Postman, New Relic, and JIRA to investigate and resolve complex technical problems.
This role requires experience in product support and/or data analysis, and benefits from familiarity with the U.S. healthcare system, care management, and population health. It's a high-growth opportunity that offers deep engagement with Arcadia’s engineering and product teams. As a key product stakeholder, you'll help advocate for bug fixes, process improvements, and new feature development.
As an Analyst, Production Support Shared Services you will work closely with a diverse and skilled cross-functional team to manage the intake, triage, troubleshooting, and resolution of product support issues. With a primary focus on Arcadia’s data pipeline, you will play a key role in rapidly identifying and evaluating issues to ensure a seamless and efficient experience for our customers.
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
- Build and maintain Subject Matter Expertise across multiple Arcadia product lines and data-related areas
- Troubleshoot application code to identify root causes of Data and Application related issues
- Write and optimize SQL queries to investigate and resolve data discrepancies
- Diagnose and resolve issues related to APIs, microservices, or batch processes in a distributed system environment
- Assist in intake, triage, and resolution of support tickets
- Manage work queues and create and maintain process documentation including SOP’s and troubleshooting guides
- Serve as a resource for both customers and Internal Stakeholders
- Identify and advocate for areas of improvement and proposed solutions
- Partner with Product and Engineering teams to advocate for the resolution of production issues and the development of feature enhancements
- Lead cross-functional meetings and facilitate internal team training sessions to support knowledge sharing and continuous improvement
- Manage escalation efforts, including Internal and External Communications
What You'll Bring
- 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
- Experience with ETL, Database, or Application development/support leveraging tools such as Spark, Scala, Java, and/or Kubernetes are a plus
- Experience with investigating API, Application, Data, and UI related errors and issues
- Experience with AWS cloud infrastructure, Redshift, New Relic, Postman are a plus
- Understanding of Kanban/Scrum/Agile processes
- 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
- 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.
Top Skills
AWS
Java
JIRA
Kubernetes
New Relic
Postman
Redshift
Scala
Spark
SQL
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