Platform Technical Support Specialist

Note: This role will be responsible for supporting our West Coast provider and client operational hours. Candidates located in PST are preferred.

Responsibilities

Own the ticket queue: triage and response to inbound support requests per internal ticket SLAs during West Coast provider and client operational hours (9AM-5PM PST)

Serve as the front-line support for our providers and/or clients

Manage Technical FAQ articles

Answer specific programmatic questions where possible

Troubleshoot specific software and hardware issues

Triage more complex questions or issues to the appropriate teams internally

Train new providers on the platform

Qualifications

Strong technical support background: support of users, applications and multiple systems

Excellent communication skills that are audience appropriate (will interface with multiple stakeholders such as Engineering, Providers, Clinical Operations, etc.)

Ticketing system expertise (i.e.. Zendesk, ServiceNow)

Adept at managing ticket queues, requester communications, ticket response SLAs

Ability to learn the platform in terms of overall architecture and expected functions

Skilled at troubleshooting issues remotely -- both hardware and platform-related

Adept at deciphering user-level experience issues vs. bugs within the platform

Jira-Atlassian exposure (or equivalent) to report issues, monitor releases, etc.

Preferred Qualifications

Basic understanding of SQL Server database (queries, tables, etc.)

Salesforce experience

Chromebook support knowledge

Sentry experience

Mixpanel experience

"We are an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy), national origin, age, disability, genetic information or any other category protected by law.

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