Technical Support Specialist

April 30

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aptihealth

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Transforming Behavioral Healthcare

51 - 200

💰 $50M Series B on 2021-11

Description

• Monitor and triage incoming system alerts from AWS and other platforms to identify and prioritize issues • Investigate and diagnose application errors through detailed analysis of logs, specifically utilizing CloudWatch logs and insights to trace the root cause of issues • Utilize tools such as LogRocket to monitor and triage issues related to web and mobile applications, identifying developer-related issues and prioritizing them based on severity • Coordinate with product managers and technical leads on urgent issues requiring hotfixes, following established processes for high-priority bugs and unscheduled releases • Create, prioritize, and manage Jira tickets based on the severity of issues identified through monitoring tools and ad-hoc support requests, ensuring effective documentation and communication • Monitor performance-related issues and manage alerts for these, checking issue and performance metrics dashboards regularly. • Handle ad-hoc support requests from end users or internal teams, through sprint tasks or Zendesk tickets, and execute necessary technical resolutions • Support post-release activities by closely monitoring system behavior and alarms to identify any issues related to recent releases, collaborating on necessary responses such as rollbacks or hotfixes • Update and maintain documentation relevant to technical support processes to ensure efficient handling of common tasks and troubleshooting procedures • Monitor designated Slack channels for real-time communication on issues and facilitate communication with the product team and other stakeholders to ensure awareness and coordination on issue resolution • Identify and communicate process improvements for triage and escalation, and identify opportunities to automate common runbook processes through self-service tools for admins

Requirements

• Bachelor’s degree, or equivalent experience • 5-7 years’ experience working across organization in a support capacity • Proven project management skills, including beginning-to-end ownership • Strong customer service skills • Highly organized with attention to detail • Excellent communication skills, including written and verbal • Ability to effectively work across organization in professional and adaptable manner • Excellent MS Office knowledge • Ability to thrive in a fast paced, constantly changing environment • Passionate about being a trusted partner to transform behavioral healthcare • Results driven -- documented success in exceeding goals and objectives • Demonstrated commitment to the core values of the company

Benefits

• The opportunity to make life better for millions of people • An environment of positive and super smart colleagues • Turning innovative ideas into real-world results • Encouraging curiosity and collaboration • Priding ourselves in being diverse and inclusive • Fostering a company of trust & accountability • Competitive pay and benefits • Investment in our team with continuous learning opportunities • Balancing extraordinary work with your personal life • Flexible working hours and lots of freedom in your work habits