As a Production Support Operations Analyst, you'll triage and resolve customer issues, manage support tickets, and improve operational processes. You'll work closely with technical teams to ensure effective communication and resolution of problems within Arcadia's healthcare platform.
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 Operations Team plays a critical role in delivering the highest level of customer service to our clients. As a Production Support Operations Analyst, you will be on the front lines triaging, investigating, and resolving common issues reported by Arcadia customers and internal stakeholders, or escalating more complex issues for further review. You will leverage tools such as AWS CloudWatch, relational databases, Postman, New Relic, and JIRA to investigate and resolve 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 a Production Support Operations Analyst, you’ll play a key role in delivering a great support experience by managing the intake, triage, investigation, and resolution of issues using documented procedures. You’ll provide coverage for support intake channels, assess issue severity, and resolve or escalate tickets based on complexity. Your work ensures fast and consistent support for Arcadia customers and internal users across both Tier 1 (Intake) and Tier 2 (Resolution Enablement) functions.
What Success Looks Like
In 3 months·
- Understand Arcadia’s support processes and tools, including SOPs and ticket systems
- Independently triage and resolve common issues using existing documentation
- Accurately identify and escalate more complex issues to Tier 3 with clear documentation
- Begin developing familiarity with 1–2 key product areas
In 6 months
- Serve as a go-to contact for specific types of support issues
- Contribute to improving existing SOPs and documentation based on observed patterns
- Communicate effectively with internal teams and customers about issue status and next steps
- Provide thoughtful analysis when escalating recurring issues or ambiguous tickets
In 12 months
- Maintain subject matter expertise in multiple Arcadia product areas
- Identify and recommend improvements to reduce ticket volume or escalation rates
- Help train new team members and participate in internal knowledge-sharing
- Proactively monitor ticket trends and flag opportunities for improved tooling, training, or process updates
What You'll Be Doing
- Assist in the intake, triage, and resolution of product support tickets.
- Resolve issues using standard operating procedures and known solutions or escalate as appropriate.
- Manage work queues and maintain process documentation, including SOPs and troubleshooting guides.
- Ensure issues are logged clearly, with all relevant details for smooth resolution and handoff.
- Provide initial analysis and relevant context to support Tier 3 teams in root cause investigations.
- Coordinate escalation efforts for high-impact issues, including clear internal and external communication about progress, impact, and resolution timelines.
- Develop subject matter expertise in key areas of the Arcadia platform to support common issues.
- Serve as a resource for both customers and internal stakeholders, helping clarify issues and provide status updates.
- Identify patterns or areas for improvement and propose updates to SOPs or ticket-handling processes.
- Contribute to internal knowledge sharing, including onboarding support and cross-training across the team.
Investigation & Escalation
Knowledge & Expertise
Process Improvement & Collaboration
What You'll Bring
- 3-5years 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 troubleshooting issues across APIs, data, and UI workflows is a plus
- 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 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
Atlassian Jira
Aws Cloudwatch
Confluence
Ehr
Fhir
Hl7
Java
JIRA
Kubernetes
New Relic
Postman
Redshift
Spark
SQL
Arcadia Boston, Massachusetts, USA Office
Our new corporate headquarters is located in the Seaport, a short walk from South Station. Easily accessible by public transit (MBTA, commuter rail, South Station Bus Terminal) and a short 30 minute Uber from Logan airport. A close walk to nearby coffee shops, restaurants, bars, and sights.
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