Technical Support Engineer

Santa Barbara, CA, United States

About Artera

Our Mission: Make healthcare #1 in customer service.

What We Deliver: Artera (formerly WELL Health) is the patient communication platform that delivers happier staff, healthier patients, and more profitable organizations. We enable two-way conversations between patients and their healthcare teams through secure, multilingual messaging across multiple channels – including text, email, and telephone. By unifying disjointed touchpoints into a single, intuitive channel, Artera fuels connected patient experiences and empowers organizations to deliver the best customer service imaginable.

Our Impact: Artera helps 500+ healthcare providers facilitate more than 1 billion messages for 40+ million patients annually.

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); Deloitte Technology Fast 500 (2021, 2022, 2023); Built In Best Companies to Work For (2021, 2022, 2023, 2024). 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.

A critical role on the Customer Support team is the Technical Support Engineer. We are looking for a talented Support Engineer to join our team. You are a positive, energetic, self-starter who thrives on diving deep to solve customer problems and providing world-class customer support. You would work directly under our Manager of Customer Support, and work alongside a team of passionate Support Engineers.

This position will not only provide you the opportunity to get first-hand customer-facing experience, but also prepare you for higher-level roles in areas such as engineering, business analytics, data science, and technical project management.

Responsibilities

Research, diagnose and resolve complex technical issues with our SaaS platform

Learn and leverage the knowledge of our internal business analytics and other troubleshooting tools to help identify client problems

Document, track, and work to resolve some Tier 2, and primarily Tier 3 support items

Properly escalate unresolved issues to appropriate internal teams (e.g. software engineers, customer success managers, and executives)

Partner with other members of the Customer Success team to document key product functionality

Prioritize and manage several open issues at the same time

Create and evolve customer support processes, tools, and technologies

Provide input and feedback to the Product Engineering team relating to improvements to product performance and/or feature enhancements

Requirements

2-3 years of experience in a similar technical role working in a SaaS or IT environment

Experience with a ticketing system (eg. Salesforce Service Cloud, Jira)

Demonstrate proactive approaches to problem-solving with strong decision-making capability

Ability to provide step-by-step technical help, both written and verbal, and explain technical concepts to both a technical and non-technical audience

Build and maintain both internal and external relationships

Strong attention to detail, highly organized, and a quick, curious learner

Ability to multitask and manage multiple items simultaneously

Demonstrated customer communication skills

Able to work M-F 8am-5pm PDT

Bonus

Experience leveraging PostgreSQL for troubleshooting

Healthcare IT experience; specifically supporting healthcare integrations leveraging HL7v2, and flat files (extra bonus if you have worked with HL7 FHIR)

Telecom experience

Experience with a object-oriented programming language

Deep troubleshooting experience (including debugging) and some development experience with web-based applications

Experience with RESTful APIs

30/60/90 Expectations

30 Days In:

Complete all training courses

Acclimated to our tools

Start joining support power hours

Ready to start taking onTier 1 and some Tier 2 tickets

60 Days In:

Takes 5-10 cases per week

Start working with some of our advanced features

90 Days in:

Takes 15+ cases per week

Comfortable with all troubleshooting tools

SME assignment

Added to on-call rotation

$66,000 - $84,000 a year

The compensation for this role will be based on level of experience and the geographic tier in which you are located. This position also comes with equity and a variety of benefits.

Tier 1 Salary: $74,000 - $84,000

Non-Tier 1 Salary: $66,000 - $75,000

LOCATION

Artera values in-person collaboration and is currently hiring in the following US cities: Santa Barbara, Los Angeles, San Francisco/Bay Area, Kansas City, and Philadelphia (Wayne).

Artera HQ is in Santa Barbara, CA, and we have an additional US office located in Philadelphia (Wayne), PA. If you live in the Santa Barbara or Philadelphia area, your role will be hybrid and you will be required to work out of your designated office location 3 days a week, unless otherwise noted in the job requirements.

If you live in Los Angeles, San Francisco/Bay Area, or Kansas City, your role will be remote to start. As our team continues to grow in these cities, Artera will be considering opening offices in these locations. Once that happens, you will be required to work out of your designated office location 3 days a week, unless otherwise noted in the job requirements.

WORKING AT ARTERA

Company 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) and more!

Career development - Manager development cohorts, employee development funds

Generous time off - Company holidays, Winter & Summer break, and flexible time off

Employee Resource Groups (ERGs) - We believe that everyone should belong at their workplace. Our ERGs are available for identifying employees or allies to join.

Committed to Diversity, Equity, and Inclusion

Artera is an Equal Opportunity Employer and is committed to fair and equitable hiring practices. All hiring decisions at Artera are based on strategic business needs, job requirements and individual qualifications. All candidates are considered without regard to race, color, religion, gender, sexuality, national origin, age, disability, genetics or any other protected status.

With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. Artera is committed to leveling the playing field, and we encourage you to apply for positions even if you do not meet 100% of the criteria. We would love to connect with you and see if you would be a great fit for our role!

We’re dedicated to creating an inclusive, equitable, and diverse workplace, where everyone feels safe to be themselves and diversity is a strength. Artera is committed to providing employees with a work environment free of discrimination and harassment; Artera will not tolerate discrimination or harassment of any kind.

DATA PRIVACY

Artera values your privacy. By submitting your application, you consent to the processing of your personal information provided in conjunction with your application. For more information please refer to our Privacy Policy .

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