Artera is hiring a
Customer Support Engineer, Remote - United States

Summary

Artera is hiring a Customer Support Engineer to join their team. The role involves resolving complex technical issues with their SaaS platform, creating and evolving customer support processes, and participating in the Support Team on-call rotation. The position offers a salary range of $66,000 - $84,000 per year, benefits including health insurance, retirement benefits, paid time off, remote work, flexible hours, life and disability insurance, bonuses and incentives, professional development opportunities, wellness programs, family and parental leave, and equity. The role requires 2+ years in a similar role supporting a technical product, proactive problem-solving skills, strong customer communication skills, ability to multitask, and experience working with technical product team members on new initiatives.

Requirements

• 2+ years in a similar role supporting a technical product
• Demonstrated proactive approaches to problem-solving with strong decision-making capabilities
• Ability to provide step-by-step technical help, both written and verbal, in an easy to understand manner
• Build and maintain both internal and external relationships
• Strong attention to detail, highly organized, and a quick, curious learner
• Ability to multitask and manage multiple items simultaneously
• Demonstrated customer communication skills
• Experience working with technical product team members on new initiatives
• Self-motivated, driven individual who takes full ownership of solving problems

Responsibilities

• Research, diagnose and resolve complex technical issues with our SaaS platform
• Learn and leverage knowledge of our internal business analytics and other troubleshooting tools to help identify client problems
• Document, track, and work to resolve Tier 1 and Tier 2 support items
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers, account managers, and executives)
• Prioritize and manage multiple open issues at the same time
• Create and evolve customer support processes, tools, and technologies
• Provide input and feedback to the Product Engineering team relating to improvements to product performance and/or feature enhancements
• Participate in the Support Team on-call rotation

Preferred Qualifications

• Healthcare experience; specifically supporting healthcare integrations leveraging HL7v2, and flat files (bonus if you have worked with HL7 FHIR)
• Experience leveraging SQL for troubleshooting
• Understanding of web-based applications, including how various systems interact with each other and the application
• Understanding or exposure to technical concepts and technologies including, but not limited to, SSO, VPN, API, and SFTP

Benefits

• Full health benefits (medical, dental, and vision), flexible spending accounts, company paid life insurance, company paid short-term & long-term disability
• Company equity, voluntary benefits, 401(k) and more!
• Generous time off - Company holidays, Winter & Summer break, and flexible time off
• Employee Resource Groups (ERGs)