Arcadia

Production Support Analyst (PST Hours)

Not SpecifiedCompensation
Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
HealthcareIndustries

Position Overview

  • Location Type: Not Specified
  • Employment Type: Full-time
  • Salary: Not Specified

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.

This role is critical to Arcadia's commitment to customer service. As a Production Support Analyst, you will be on the front lines triaging, troubleshooting, and resolving requests reported by Arcadia customers and internal stakeholders. You will leverage technologies such as AWS, Postman, New Relic, JIRA, and others to aid our customers in investigating and resolving complex issues. This position requires experience in product support and/or data analysis, and benefits from an understanding of US healthcare and care management. This is a high-growth position that offers deep and focused exposure to Arcadia engineering and product experts.

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 a SME for multiple components in Arcadia’s product suite.
    • Deep understanding of the underlying product data model.
    • Provide constant feedback to the product and engineering teams to improve ability to support products with speed & quality.
    • Investigate and diagnose problems and collaborate with customers or other teams to resolve.
  • In 12 months:
    • Comfortable communicating technical concepts to customers and stakeholders.
    • 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.

Responsibilities

  • Assist in intake, triage, and resolution of support tickets.
  • Manage multiple work queues and maintain process documentation.
  • Provide detailed Root Cause Analysis for Data and Application related issues.
  • Build Subject Matter Expertise across Arcadia product lines and data-related areas.
  • Serve as a resource for both customers and Internal Stakeholders.
  • Identify and advocate for areas of improvement and proposed solutions.
  • Collaborate with Product and Engineering teams to advocate for resolution of Production bugs and feature enhancements.

What You'll Be Doing

You will collaborate with a diverse and skilled cross-functional team managing intake, triage, troubleshooting, and resolution of Product Support issues. You will play a pivotal role in swiftly identifying and assessing issues ensuring a seamless service experience for our customers. You will:

  • Assist in intake, triage, and resolution of support tickets.
  • Manage multiple work queues and maintain process documentation.
  • Provide detailed Root Cause Analysis for Data and Application related issues.
  • Build Subject Matter Expertise across Arcadia product lines and data-related areas.
  • Serve as a resource for both customers and Internal Stakeholders.
  • Identify and advocate for areas of improvement and proposed solutions.
  • Collaborate with Product and Engineering teams to advocate for resolution of Production bugs and feature enhancements.

Requirements

Not Specified

Application Instructions

Not Specified

Company Information

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

Skills

AWS
Postman
New Relic
JIRA
Customer Support
Troubleshooting
Data Analysis
Log Monitoring
Healthcare Knowledge

Arcadia

Data-driven healthcare solutions and analytics

About Arcadia

Arcadia focuses on improving healthcare outcomes through data-driven solutions in the healthcare sector, particularly in population health management. The company analyzes and manages the health outcomes of groups of people, serving clients such as healthcare providers, insurance companies, and government agencies. Its main product is a data platform that uses big data technology to process and store large volumes of healthcare data, allowing organizations to access and analyze this information effectively. This leads to better decision-making and enhanced patient care. Unlike many competitors, Arcadia offers a comprehensive suite of tools and consulting services that help clients optimize their use of the platform, particularly in areas like STARS HEDIS and risk adjustment accuracy. The goal of Arcadia is to improve efficiency in healthcare delivery, reduce disparities, and achieve better health outcomes for populations.

Boston, MassachusettsHeadquarters
2002Year Founded
$28.7MTotal Funding
DEBTCompany Stage
Consulting, HealthcareIndustries
501-1,000Employees

Benefits

Flexible Work Hours
Unlimited Paid Time Off

Risks

Integration challenges from CareJourney acquisition may disrupt operations.
Departure of former CTO Jonathan Cook could impact Arcadia's innovation.
Intensifying competition in healthcare data analytics threatens Arcadia's market share.

Differentiation

Arcadia integrates CareJourney's market intelligence for comprehensive healthcare insights.
Arcadia's platform offers real-time data analysis for improved healthcare decision-making.
Arcadia's generative AI assistant enhances care team efficiency and reduces burnout.

Upsides

Arcadia's acquisition of CareJourney expands its customer portfolio to nearly 200.
The healthcare data market is projected to triple by 2030, benefiting Arcadia.
Arcadia's AI assistant boosts productivity by reducing data interpretation time.

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