Customer Technical Support Engineer
Customer Technical Support Engineer
Posted on :
11-04-2025
Employer Active
1 Vacancy
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Monthly Salary
$ 66000 - 75000
Vacancy
1 Vacancy
Posted on :
11-04-2025
Job Description
ABOUT ARTERA
Our Mission:Make healthcare #1 in customer service.
What We Deliver:
Our Impact:Trusted by 900 provider organizations including specialty groups FQHCs large IDNs and federal agencies engaging 100 million patients annually.
Our awardwinning 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; Deloitte Technology Fast 500; Built In Best Companies to Work For 2025. Artera has also been recognized by Forbes as one of Americas Best Startup Employers Newsweek as one of the Worlds Best Digital Health Companies and named one of the top 44 Startups to Bet your Career on in 2024 by Business Insider.
The Technical Support Engineer at Artera is a key position within our Technical Operations division responsible for delivering highquality technical support and troubleshooting services for our SaaS product. This role involves managing a variety of technical support cases collaborating closely with internal teams and ensuring our customers receive timely and effective solutions to their technical issues. Youll play a pivotal role in not only resolving problems but also in building strong lasting relationships with our customers by delivering clear concise and helpful communication.
As a Technical Support Engineer youll have the opportunity to deepen your technical expertise gain handson experience with cuttingedge technologies and be a part of an innovative and growthfocused team. You will be expected to troubleshoot complex issues work with crossfunctional teams to ensure customer satisfaction and contribute to the continuous improvement of our support processes. The role offers a dynamic and fastpaced environment where no two days are the sameeach new case is an opportunity to learn solve unique challenges and make a direct impact on the success of our customers.
Were looking for someone who thrives in a customerfacing role with a passion for problemsolving and an eagerness to learn. You will need a strong technical aptitude the ability to manage multiple cases efficiently and an excellent communication style that ensures customers feel supported and valued throughout their journey with Artera.
Responsibilities
- Manage 812 support cases daily primarily via email communication ensuring clear and timely responses
- Participate in client calls for escalated cases offering technical expertise and troubleshooting assistance
- Collaborate with internal teams using Salesforce and Jira to resolve technical issues effectively
- Troubleshoot a variety of technical issues including SaaS cloudbased and browserrelated challenges
- Continuously learn and master product functionalities HL7 interfaces and database analytics to provide expertlevel support
- Deliver accurate welldocumented solutions in response to customer support tickets ensuring resolution within agreedupon timelines
- Collaborate with crossfunctional teams to ensure seamless case resolution and high levels of customer satisfaction
Requirements
- 2 years of experience in a technical support or customer service role preferably in a SaaS environment
- Strong troubleshooting skills with a focus on technical problemsolving across cloudbased and browserrelated issues
- Proficient in using ticketing systems (Salesforce Jira or similar) for case management and resolution tracking
- Excellent critical thinking skills with the ability to analyze and resolve technical challenges
- Strong communication skills with the ability to explain technical concepts clearly to both customers and internal teams
Bonus
- Familiarity with HL7 healthcare interfaces and database troubleshooting (strongly preferred)
- Experience with Postman AWS or similar tools for troubleshooting and API testing
- Background in healthcare IT including systems like Salesforce Meditech Cerner OCHIN or telecom systems (Cisco Twilio AWS Connect) is a plus
$66000 $84000 a year
The compensation for this role will be based on level of experience and the geographic tier in which you are located. This position also comes with equity and a variety of benefits.
Tier 1 Salary: $74000 $84000
NonTier 1 Salary: $66000 $75000
LOCATION
Artera values inperson collaboration and is currently hiring in the following US cities: Santa Barbara Los Angeles San Francisco/Bay Area Kansas City Seattle Denver Chicago Boston and Philadelphia (Wayne).
Artera HQ is in Santa Barbara CA with an additional US office located in Philadelphia (Wayne) PA. If you live in the Santa Barbara or Philadelphia area your role will be hybrid and you will be expected to work out of your designated office location regularly following local office guidelines. While three days a week may be a general guideline the specific requirement will be set regionally based on the needs of the local office and the role.
If you live in one of our other hubs your role will be remote to start. As our team continues to grow in these cities Artera will explore opening offices in these locations but there is currently no timeline in place for that. Once that happens inoffice attendance will similarly follow regional expectations with flexibility to align with the local offices norms and the specific job requirements.
WORKING AT ARTERA
Company benefits Full health benefits (medical dental and vision) flexible spending accounts company paid life insurance company paid shortterm & longterm 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 sexuality national origin age disability genetics or any other protected status.
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
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.
SECURITY REQUIREMENTS
All employees are responsible for protecting the confidentiality integrity and availability of the organizations systems and data including safeguarding Arteras 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.
Employment Type
Full-Time
Key Skills
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