Production Support Analyst

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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 to Arcadia engineering and product experts.


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 multiple 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 multiple work queues and maintain process documentation
  • Provide detailed Root Cause Analysis for Data and Application related issues
  • Build Subject Matter Expertise across 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

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 disparite 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.


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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • ElixirLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • ReduxLibraries
    • Angular.JSFrameworks
    • DockerFrameworks
    • GraphQLFrameworks
    • HadoopFrameworks
    • KafkaFrameworks
    • KubernetesFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • CassandraDatabases
    • HiveDatabases
    • MongoDBDatabases
    • NoSQLDatabases
    • PostgreSQLDatabases
    • SnowflakeDatabases
    • HadoopDatabases
    • SQLDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • PixelmatorDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • HubSpotCRM
    • SalesforceCRM
    • HubspotEmail
    • HubspotLead Gen

Location

The Rockford office is in an office building in EdgebrookShops - a shopping center with locally owned businesses and restaurants. Edgebrook offers a unique blend of eclectic boutique shops, excellent restaurants, convenient service-oriented businesses, and seasonal events.

An Insider's view of Arcadia

What's something quirky about your company?

Arcadia's Got Talent (AGT) is an annual talent show that I won last year. The best part about AGT was that it encouraged me to work on something I am passionate about outside of work. All of the entries were amazing & I think it's really awesome that the company does things to bring people together and celebrate our passions outside of the office.

Gary

Engineering Manager

What does your typical day look like?

Every day is a little bit different, which I really love and helps keep me engaged! Most days I have a combination of phone screens and meetings with my hiring managers or team. I also help manage a lot of our brand partnerships that have projects through out the year and play a part in helping construct Arcadia's company culture as we scale.

Julie

Talent Acquisition Manager

How do you make yourself accessible to the rest of the team?

It's as easy as making time. I meet with my team members for one on ones to understand where their stressors are. Sometimes it's personal and I support with flexibility, time, or PeopleOps other times it's professional and these I tactically work with the team to coach or intervene.

Geo

Director, Engineering

How does the company support your career growth?

Arcadia is incredibly generous when it comes to career growth. I receive regular mentorship from my manager and leadership team. I also have a continuing education stipend that I use to take courses and attend conferences to further my skillset. My career path is mapped out and regularly adjusted with my professional interests and personal growth.

Mike

Senior Manager, Content

What are Arcadia Perks + Benefits

Arcadia Benefits Overview

We offer industry leading benefits including unlimited vacation that Arcadians are able to use to ensure their work life balance.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid holidays
Paid sick days
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Pet friendly
Fitness stipend
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

At Arcadia we create programs and opportunities that allow connection with one another and bridge the work from home gap. We host themed events, contests with prizes, and provide resources for shared personal and professional interests.

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