Technical Support Engineer

Summary

Join Artera as a Technical Support Engineer and play a key role in providing high-quality technical support for our SaaS product. You will manage support cases, collaborate with internal teams, and ensure timely solutions for our customers. This role requires strong troubleshooting skills, excellent communication, and experience in a technical support environment. You will have the opportunity to deepen your technical expertise and contribute to a fast-paced, innovative team. Artera offers a competitive salary, equity, and a variety of benefits, including full health benefits, flexible time off, and career development opportunities. The position is available in several US cities, with remote options available for some locations.

Requirements

• 2+ years of experience in a technical support or customer service role, preferably in a SaaS environment
• Strong troubleshooting skills, with a focus on technical problem-solving across cloud-based and browser-related issues
• Proficient in using ticketing systems (Salesforce, Jira, or similar) for case management and resolution tracking
• Excellent critical thinking skills with the ability to analyze and resolve technical challenges
• Strong communication skills, with the ability to explain technical concepts clearly to both customers and internal teams

Responsibilities

• Manage 8-12 support cases daily, primarily via email communication, ensuring clear and timely responses
• Participate in client calls for escalated cases, offering technical expertise and troubleshooting assistance
• Collaborate with internal teams using Salesforce and Jira to resolve technical issues effectively
• Troubleshoot a variety of technical issues, including SaaS, cloud-based, and browser-related challenges
• Continuously learn and master product functionalities, HL7 interfaces, and database analytics to provide expert-level support
• Deliver accurate, well-documented solutions in response to customer support tickets, ensuring resolution within agreed-upon timelines
• Collaborate with cross-functional teams to ensure seamless case resolution and high levels of customer satisfaction

Preferred Qualifications

• Familiarity with HL7, healthcare interfaces, and database troubleshooting (strongly preferred)
• Experience with Postman, AWS, or similar tools for troubleshooting and API testing
• Background in healthcare IT, including systems like Salesforce, Meditech, Cerner, OCHIN, or telecom systems (Cisco, Twilio, AWS Connect) is a plus

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