Production Support Operations Analyst

Employment Type: Full-time Remote

Position Overview

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.

The 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.

Responsibilities

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.

Investigation & Escalation:

• 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.

Knowledge & Expertise:

• 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.

Process Improvement & Collaboration:

• Identify patterns or areas for improvement and propose updates to SOPs or ticket-handling processes.
• Contribute to internal knowledge sharing, including onboarding support.