Senior Technical Support Analyst

Artera•Philadelphia, PA

1d•$75,000 - $90,000•Onsite

About The Position

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

Education & Experience: Bachelorâs 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.

Nice To Haves

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

Responsibilities

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.