Senior Technical Support Analyst
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Job Location:
Philadelphia, PA - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
ABOUT ARTERA
Our Mission:Make healthcare #1 in customer service.
What We Deliver:
Our Impact:Trusted by 1000 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 healthcares 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 (); Deloitte Technology Fast 500 (); Built In Best Companies to Work For ( 2026). 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.
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.
ABOUT THE OPPORTUNITY
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 youll 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: Bachelors 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).
$75000 - $90000 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.
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 teams 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 modelhelps 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 emailprotected.
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.
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.
Required Experience:
Senior IC
Key Skills
- Intelligence Targeting
- SQL
- Agile
- Business Analysis
- Telephony
- Computer Forensics
- Requirements Gathering
- Business requirements
- Cordova
- SDLC
- Oracle
- Wiki Systems
About Company
Streamline care, automate workflows, and improve access with a secure patient communication platform built for federal healthcare—powered by Artera Harmony.
