Senior Technical Support Analyst

PhiladelphiaFull Timesenior

Customer SuccessTechnical Support AnalystTechnical Support

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Quick Summary

Requirements Summary

Deliver high-level technical assistance for intricate application-specific challenges, ensuring comprehensive resolution.

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Customer SuccessTechnical Support AnalystTechnical Support

ABOUT ARTERA

Our Mission: Make healthcare #1 in customer service.

What We Deliver: Artera, a SaaS leader in digital health, transforms patient experience with AI-powered virtual agents (voice and text) for every step of the patient journey. Artera’s virtual agents support front desk staff to improve patient access including self-scheduling, intake, forms, billing and more. Whether augmenting a team or unleashing a fully autonomous digital workforce, Artera offers multiple virtual agent options to meet healthcare organizations where they are in their AI journey. Artera helps support 2B communications in 109 languages across voice, text and web. A decade of healthcare expertise, powered by AI.

Our Impact: Trusted by 1,000+ provider organizations — including specialty groups, FQHCs, large IDNs and federal agencies — engaging 100 million patients annually. Hear from our CEO, Guillaume de Zwirek, about why we are standing at the edge of the biggest technological shift in healthcare’s history!

Our award-winning culture: Since founding in 2015, Artera has consistently been recognized for its innovative technology, business growth, and named a top place to work. Examples of these accolades include: Inc. 5000 Fastest Growing Private Companies (2020, 2021, 2022, 2023, 2024); Deloitte Technology Fast 500 (2021, 2022, 2023, 2024, 2025); Built In Best Companies to Work For (2021, 2022, 2023, 2024, 2025, 2026). Artera has also been recognized by Forbes as one of “America’s Best Startup Employers,” Newsweek as one of the “World’s Best Digital Health Companies,” and named one of the top “44 Startups to Bet your Career on in 2024” by Business Insider.

Applicants must currently be authorized and have the ability to provide proof of full-time, long-term authorization to work in the United States. We are unable to provide visa sponsorship or support visa transfers now or in the future.

About the Role

~1 min read

Artera is seeking a Senior Technical Support Analyst to provide application support for our customers' reported complex issues for our suite of pharmacy and patient communication products.

This person must have advanced skills with troubleshooting complex applications to a root cause level, an eagerness to innovate and contribute to a strong team environment, and genuine interest and enthusiasm with working directly with customers to build relationships, understand their expectations and delight them with results.

This is a full-time, in-office role (Monday-Friday) based in our high-energy Wayne, Pennsylvania office. Join a team where you'll build your network, gain foundational business acumen, and enjoy the perks of working in an in person, collaborative environment.

Requirements

~2 min read

Advanced Application Support: Deliver high-level technical assistance for intricate application-specific challenges, ensuring comprehensive resolution.

Root Cause Analysis & Troubleshooting: Conduct deep-dive diagnostics on proprietary and third-party software to identify and remediate underlying system issues.

Systems Maintenance & Remote Administration: Execute software deployments and utilize remote access tools to perform system maintenance and resolve onsite technical disruptions.

Knowledge Management & Mentorship: Serve as a Subject Matter Expert (SME), maintaining technical documentation and providing guidance to the broader support team.

Incident Diagnosis & Resolution: Utilize advanced problem-solving frameworks to interpret technical reports and implement effective solutions.

Service Continuity & Efficiency: Independently resolve technical problems and efficiently and effectively manage the full resolution lifecycle independently to minimize customer downtime and ensure business continuity.

Senior Tier Escalations: Act as the final point of escalation for high-priority or unresolved technical cases, performing expert-level root cause analysis.

Education & Experience: Bachelor’s in CS/IT or equivalent experience, plus 5+ years in advanced technical support or customer-facing roles.

Technical Troubleshooting & Analysis: Advanced root-cause analysis and problem-solving skills, with the ability to resolve complex issues independently and mentor team members.

Communication & Client Relations: Exceptional verbal and written communication skills; able to translate technical concepts for non-technical users.

Software & Tool Proficiency: Expertise in ticketing systems, remote assistance tools, OS environments, and standard third-party applications.

Operational Excellence: Strong time management and multitasking abilities in fast-paced environments; detail-oriented and collaborative.

Technical Specializations (Preferred): Knowledge of networking, databases (IRIS), and web technologies; experience with VoIP and network diagnostics (e.g., Wireshark).