Technical Support Specialist

Life at aptihealth

Backed by $70M in funding from world-class investors including Takeda Digital Ventures, Pivotal Life Sciences and Vista, the aptihealth team is comprised of health care, data science and technology experts passionate about transforming behavioral healthcare. aptihealth is a digital technology platform with an affiliated medical group that makes it easier for people to access speedy high quality mental health care at the right place and right time.  The technology and provider group reach people who need care, connect, follow and demonstrate improved outcomes. Everything we do at aptihealth is centered on our mission to revolutionize care and to ensure that the millions of people who need and deserve it have access to it. As a curious and collaborative teammate, someone excited about tackling the hard problems in healthcare and technology, you will play a key role in making that mission a reality. Together, we’ll create and innovate transformative behavioral healthcare – for millions of people.

What We Offer

• 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

Role

We are seeking a dedicated Technical Support Specialist to provide efficient solutions to technical issues, ensuring smooth and reliable operation for our users’ experience. This role involves troubleshooting, problem-solving, and providing timely assistance to internal and external customers. As a Technical Support Specialist, you will monitor and triage incoming system alerts, investigate and diagnose application errors through logs, and ensure effective communication and coordination for error resolution. Additionally, the role involves handling technical ad-hoc support requests from our front desk and triaging incoming issues with appropriate prioritization. The Technical Support Specialist is instrumental in post-release support, including monitoring releases, and supporting our release engineers. This position requires a keen eye for detail, strong problem-solving skills, and the ability to manage multiple tasks efficiently.

Responsibilities

• 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

Skills and Qualifications

• Technical Expertise: Proficiency in AWS, CloudWatch, LogRocket, and troubleshooting using logs. Ability to diagnose and resolve complex technical issues.
• Analytical and Problem-Solving Skills: Strong analytical abilities to investigate issues, identify root causes, and develop solutions. Experience in managing incidents through Zendesk and Jira.
• Communication and Collaboration: Excellent communication skills for coordinating with team members and stakeholders, and the ability to document technical processes and issues effectively.
• Adaptability and Proactive Monitoring: Flexibility in handling ad-hoc requests and changing priorities. Competence in proactive system and performance monitoring to prevent and address issues promptly.
• Process Adherence and Customer Support: Knowledge of incident management, hotfix processes, and the ability to provide high-quality support to end users and internal teams.

The expected full-time salary range for this role is $65,000 - $70,000 annually and is dependent on a variety of factors, including qualifications and years of experience. All interested applicants should live on the East Coast to support business needs.

About aptihealth

aptihealth, inc. is a behavioral health engagement company that seamlessly integrates physical and behavioral healthcare.  Our platform connects medical providers, behavioral health specialists and patients with our proprietary assessment and treatment management protocols to get and keep patients healthier faster.  aptihealth’s structured therapy programs are centered on its proprietary 15 Life Domain Clinical Framework© that efficiently provides collaborative care teams with the most thorough understanding of a patient’s behavioral health needs.  The aptihealth platform connects patients and their care teams with licensed behavioral health specialists who provide 90-day and extended care therapy by phone or video supported by an easy-to-use consumer friendly digital experience.  The aptihealth program is evidenced to get individuals into therapy faster and clinically proven to improve both behavioral and medical outcomes while lowering overall cost.  aptihealth’s investors include Hudson River Capital Holdings, KASA Investments and Timber IV.

At aptihealth, we don’t just accept difference—we celebrate it, we support it, and we thrive on it for the benefit of our team, products and community.  aptihealth is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know by contacting us.

To all recruitment agencies: aptihealth does not accept agency resumes. Please do not forward resumes to us, our team members or any other organization location. aptihealth is not responsible for any fees related to unsolicited resumes.

For more information, please contact us at:

aptihealth, inc.
268 Broadway, Suite 101
Saratoga Springs, NY  12866
(888) 454-3827