Aledade is seeking a bright, skilled, motivated individual for an exciting and challenging Senior Application Support Analyst opportunity. The right candidate is a forward-thinking individual who is highly committed to the success of our medical practice partnerships. Our internal and external product users will depend on this individual for technical assistance to include triaging defects, identifying product solutions for evolving needs, and product training. Our engineers will look to this individual for defect debugging and root cause analysis prior to escalation. Therefore the right candidate must be comfortable living in both the support and engineering environments in addition to possessing excellent problem solving and troubleshooting skills.
This role will support our internal and external application users by resolving complex application-specific issues in a timely manner. This will require gathering enough detail from the reporter to analyze and diagnose a root cause. Once complete this candidate is responsible for communicating the issue and root cause to all necessary internal and external application users. They will also work with Product and Engineering in an agile fashion through the resolution of each issue, at which point they will be responsible for closing the loop with all affected parties.
Your Responsibilities:
- Communicate with application users to collect the details necessary to analyze and/or debug issues
- Act as a point of escalation for 2nd-Tier Support to resolve complex application-specific issues
- Produce and communicate workflow workarounds to affected parties whenever possible
- Prioritize critical business needs and defects
- Work escalated support tickets/issues through resolution with Product and Engineering teams
- Use SQL for code debugging and backend testing purposes
- Own defect debugging and final root cause diagnosis for all data quality issues and product defects
- Produce technical defect documentation for Engineering team that includes all debugging information and queries
- Become a SME (subject matter expert) on how we ingest and parse different data source files
- Become a SME on product functionality
- Attend release preparation meetings to obtain a deep understanding of the functionality that is being deployed in the next release
- Act as the liaison between Aledade employees working in the field and Engineering teams
- Produce and/or review technical documentation that includes, but is not limited to: use cases, business requirements, technical requirements, developer user stories, product user guides, and programming specifications
- Identify severe tickets that have not been escalated to Tech
- Own Aledade’s emergency support ticket process with the Field team
- Focus on Support team KPI’s such as first response time, ticket turnaround time, etc.
- Identify support automation tools that would make the support process more efficient with an eye toward reducing the number of unresolved tickets
Qualifications:
- Must be a passionate, proactive, self-directed individual that is able to work in a fast-paced environment and wear multiple hats
- Bachelor’s Degree in Computer Science or equivalent job experience
- Minimum of five (5) years of technical support including three (3) or more years of senior/ 3rd-tier support
- Experience with writing SQL queries
- Strong technical and analytical mindset with in-depth understanding of how web and mobile application stacks work
- Expert in triaging escalated tickets to include root cause analysis and diagnosis through resolution
- Excellent interpersonal, verbal and written communication skills with both technical and non-technical audiences
- Excellent technical skills to comprehend, resolve and/or escalate product issues and enhancements
- Ability to effectively prioritize and manage time while being courteous and professional at all times
- Ability to assess and prioritize a large queue based on factors such as high-volume issues, security compromise, or defects that block an end user’s ability to perform major workflows
- Healthcare industry experience is a plus
- Prior startup/small company experience a plus
At Aledade, we don’t just accept differences, we celebrate them. We strive to attract, develop, and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance, and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical condition related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.