What are the responsibilities and job description for the Production Support Analyst position at Expion health?
Production Support Analyst Job Description
Join us in powering the future of healthcare cost containment.
Expion Health (formerly HRGi Holdings, Inc.) has an exciting opportunity for a Product Support Analyst. Our team of brilliant engineers are continuously expanding the boundaries of the healthcare industry through innovations that intersect data and technology and amplifies human intelligence to result in better outcomes. We need people like you to join in our commitment to drive pure exponential value for our clients and partners.
Are you up for the challenge?
You'll work in a highly collaborative and creative team of talented engineers to evolve our ExpionIQ platform. As a Production Support Analyst, you will provide exceptional support for our web-based applications and services. The ideal candidate will have experience in troubleshooting and resolving technical issues, monitoring system performance, and collaborating with cross-functional teams to ensure optimal system availability and reliability. In this role you will:
- Deliver and Execute (70%)- Provide level 1 and level 2 support for web applications, identifying and resolving production issues efficiently; Consistently helps the team achieve results, even under tough circumstances
- Learns and Grow (20%) - Learns through successful and failed experiment when tackling new problems; Actively seeks ways to grow and be challenged using both formal and informal development channels
- Plan and Align (10%) - Builds partnerships and works collaboratively with others to meet shared objectives; Collaborates with other team members in agile processes; Relates openly and comfortably with diverse groups of people
This role will require limited travel (up to 5%).
What you bring
To be successful in this role you'll need:
- 2-5 years of experience in a production support or application support role.
- A bachelor's degree in computer science or a related discipline or the equivalent.
- To feel at home with being part of a collaborative, nimble, and high-performing team within a fast-paced, startup-like environment.
- Excellent communication and listening skills.
- To enjoy pushing your skills and development to manage ambiguity, be adaptable, and cultivate innovation.
Responsibilities
- Provide level 1 and level 2 support for web applications, identifying and resolving production issues efficiently.
- Monitor application performance, logs, and error reports to ensure system stability and proactively address potential problems.
- Perform root cause analysis (RCA) and document issues, solutions, and best practices for future reference.
- Collaborate with development, infrastructure, and business teams to diagnose and resolve incidents in a timely manner.
- Manage and escalate critical incidents based on established SLAs and prioritize tasks accordingly.
- Automate and improve support processes through scripting and monitoring tools.
- Maintain technical documentation and create knowledge base articles to enhance issue resolution efficiency.
Required Expertise
- HTML, CSS, JavaScript, APIs, Web Services
- Jira
- Python, Bash, PowerShell
What it's like to work with us
Expion Health has been challenging the industry status quo for over 30 years, leading with ground-breaking innovation in a wide variety of healthcare cost-management solutions. Embracing the latest opportunities that technology can offer within a rapidly evolving industry, we provide exceptional service, technology, and product innovation to meet greater challenges in healthcare cost management.
We have a distributed workforce so you can work from anywhere in the continental United States. Because of our distributed nature we have cultivated a connected culture that includes town halls, one-on-ones with executive leadership, educational forums, and even social clubs.
We offer comprehensive benefits package which includes the following:
- Medical, dental, and vision insurance
- Short term disability and long term disability
- Life insurance and AD&D
- Supplemental life insurance (Employee/Spouse/Child)
- Healthcare and dependent care Flexible Spending Accounts
- Healthcare Savings Account
- 401(k) Savings and Investment Plan with company match
- Paid time off
- Cell phone and internet allowance
