Analyst, Production Support Shared Services

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.

Our Production Support Team plays a critical role in delivering the highest level of customer service to our clients. As an Analyst, Production Support Shared Services, you will be on the front lines of triaging, troubleshooting, and resolving issues reported by Arcadia customers and internal stakeholders. You will leverage tools such as AWS, Redshift, Postman, New Relic, and JIRA to investigate and resolve complex 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 an Analyst, Production Support Shared Services, you will work closely with a diverse and skilled cross-functional team to manage the intake, triage, troubleshooting, and resolution of product support issues. With a primary focus on Arcadia’s data pipeline, you will play a key role in rapidly identifying and evaluating issues to ensure a seamless and efficient experience for our customers.

What Success Looks Like

In 3 months:

• Learn the different areas of Arcadia product suite
• Independently triage issues and escalate to partner teams as necessary
• Diagnose systemic problems and collaborate with customers and other teams to fix these problems
• Review and monitor logs to identify issues or errors

In 6 months:

• Be able to serve as an SME for 1 or more components in Arcadia’s product suite
• Develop a deep understanding of the underlying product data model
• Provide constant feedback to the product and engineering teams to improve the ability to support products with speed & quality
• Investigate and diagnose problems and collaborate with customers or other teams to resolve

In 12 months:

• Become comfortable communicating technical concepts to customers and stakeholders
• Gain a deep understanding of user flows, functional specifications, technical architecture, data models, and roadmap
• Take ownership of support for a set of products
• Contribute meaningfully to process improvements for the team

What You'll Be Doing

• Build and maintain Subject Matter Expertise across multiple Arcadia product lines and data-related areas
• Troubleshoot application code to identify root causes of Data and Application related issues
• Write and optimize SQL queries to investigate and resolve data discrepancies
• Diagnose and resolve issues related to APIs, microservices, or batch processes in a distributed system environment
• Assist in the intake, triage, and resolution of support tickets
• Manage work queues and create and maintain process documentation including SOP’s and troubleshooting guides
• Serve as a resource for both customers and Internal Stakeholders
• Identify and advocate for areas of improvement and proposed solutions
• Partner with Product and Engineering teams to advocate for the resolution of production issues and the development of feature enhancements
• Lead cross-functional meetings and facilitate internal team training sessions to support knowledge sharing and continuous improvement
• Manage escalation efforts, including Internal and External Communications

What You'll Bring

• 5+ years as a technical, data, or support analyst/engineer or relative experience
• Healthcare industry experience is a plus
• High Proficiency in SQL and data analysis
• Experience with ETL, Database, or Application development/support leveraging tools such as Spark, Scala, Java, and/or Kubernetes are a plus