Senior Technical Support Analyst

Summary

Join Artera’s Client Services Team as a Senior Technical Support Analyst and play a vital role in supporting government clients like the VA, DoD, and IHS. You will troubleshoot complex application issues, perform software upgrades, and collaborate directly with clients to exceed their expectations. Your work will directly impact patient care, making this a meaningful contribution. This on-site position in our Philadelphia office requires five days a week of in-person work to ensure reliable support and team cohesion. The role involves mentoring junior team members and collaborating with cross-functional teams. Artera offers a competitive salary, equity, and a variety of benefits.

Requirements

• Bachelor’s degree in a technical field (STEM preferred) or equivalent professional experience
• 5+ years of experience in technical support or application troubleshooting roles
• Advanced proficiency in troubleshooting databases, web technologies, networks, and VOIP systems
• Demonstrated ability to resolve technical issues to a root cause level independently
• Strong communication skills, with the ability to translate technical concepts for both technical and non-technical audiences
• Proficiency with CRM tools like Salesforce, and remote system access utilities like TeamView, LogMeIn, etc
• Exceptional time management, attention to detail, and problem-solving skills
• Ability to pass a government background investigation to support that market
• Must be able to work out of our Wayne, PA office location

Responsibilities

• Build Product knowledge to provide guidance to customers how to and functionality questions, assist customers with creating and executing operations jobs
• Diagnose and resolve complex application issues, including proprietary and third-party products as well as interfaces to third-party systems
• Perform software upgrades, deployments, and remote troubleshooting to ensure optimal system performance
• Provide remote access support to customer systems to identify and resolve issues quickly and efficiently
• Work directly with customers to build relationships, understand their expectations, and deliver results that delight
• Maintain and track tickets within Salesforce, ensuring timely resolution and documentation of critical incidents
• Mentor junior team members and collaborate with cross-functional teams to foster knowledge sharing and drive continuous product improvements
• Participate in on-call rotation

Preferred Qualifications

• Experience working with healthcare or government workflows and systems
• Familiarity with network analysis tools such as Wireshark
• Previous experience deploying and managing production software upgrades

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)
• Manager development cohorts
• Employee development funds
• Company holidays
• Winter & Summer break
• Flexible time off