Production Support Analyst

Matrix Medical Network•UNAVAILABLE, UNAVAILABLE

1d•Remote

About The Position

The Production Support Analyst keeps Matrix Medical Network’s member scheduling and access platform running reliably. The platform supports scheduling for in-home health assessments and primary care visits. The analyst monitors platform and integration health, owns Tier 2 incident triage and data fixes, and turns recurring issues into prioritized backlog items. The role works closely with the Senior Product Owner, scheduling platform engineering team, central Data and Quality Assurance teams, IT Service Desk, and external scheduling and health plan partners. It is a full-time, salaried, fully remote position for someone located in the United States, with full-time day hours. Compensation is $69,000–$103,000.

Requirements

At least 2 years of technical support experience in a corporate environment, including operational support for production systems.
At least 1 year writing SQL queries to diagnose and resolve data issues.
Experience with incident management and an IT service management or ticketing tool.
Working knowledge of HIPAA and PHI handling, or ability to complete training before receiving production access.
Understanding of API and system integration concepts sufficient to troubleshoot integration failures.
Strong troubleshooting, decision-making, written communication, and verbal communication skills.
Ability to prioritize and meet deadlines in a fast-paced, changing environment, and to work independently or on a team with good judgment.
Bachelor’s degree preferred, or equivalent experience in an application or production support role with SQL troubleshooting; healthcare experience is ideal.

Nice To Haves

Experience supporting healthcare scheduling, contact center, or EHR integration technology.
Experience with monitoring and alerting tools and log analysis.
Experience with Jira or Azure DevOps.
Experience with SQL Reporting Services and Internet Information Services (IIS).
Experience reading or debugging Java or VB/.NET code.
Bachelor’s degree.

Responsibilities

Monitor platform availability, SMS delivery, provider capacity outputs, and health plan, EHR, and scheduling network integration feeds; tune alerts with engineering.
Own Tier 2 incident intake, triage, and diagnosis; escalate to engineering with reproduction steps and impact, and keep business stakeholders updated.
Resolve scheduling data errors, duplicate or orphaned appointments, and member access cases using SQL and approved tooling while following PHI handling controls.
Serve as the first contact for health plan and scheduling partner integration issues; track partner SLAs and open items through closure.
Validate production releases, run smoke tests with QA, and monitor for post-release regressions.
Lead root cause analysis with engineering, recommend process improvements, and submit findings to the Senior Product Owner as prioritized backlog items.
Maintain runbooks, known-issue lists, and escalation paths so support coverage does not depend on one person.
Report monthly on incidents, root causes, repeat issues, and mean time to detect and resolve.
Work with the IT Service Desk on assigned items and meet all Service Level Agreements.
Follow corporate security policies and HIPAA requirements when handling protected health information (PHI).
Perform other duties as assigned.