Technical Support Specialist

Description

The company is a forward-thinking startup on a mission to create a smart, digital, and affordable Health Maintenance Organization (HMO) in the United States. We are revolutionizing the healthcare space by offering comprehensive health solutions, including both medical services and health insurance, with a primary focus on reducing healthcare costs through proactive health management. Our platform enables members to easily manage their health through digital tools. From video consultations with doctors to prescription management, lab referrals, test result tracking, and preventive care insights—Antidote Health is redefining the healthcare experience.

We’ve developed a decision support system for our physicians, leveraging data to provide actionable insights to both patients and doctors, promoting preventive care and improving overall health outcomes.

Position Overview:

We are seeking a highly skilled Technical Support Specialist to join our engineering team. In this role, you will be responsible for handling tier 2 support cases, typically received from our customer support team or system alerting tools. Your primary goal will be to resolve as many issues as possible before escalating them to the engineering team. This role requires a strong technical background, as you will need to analyze complex problems, review logs, run SQL queries, and understand our system processes to provide effective resolutions.

Please note that this role does not involve direct customer interaction, but requires a deep understanding of technical systems and processes. The position also involves working in shifts, including Saturdays.

Key Responsibilities:

• Investigate and resolve complex technical issues reported by customer support or triggered by system alerts.
• Analyze system logs and run SQL queries to diagnose and troubleshoot issues.
• Gain a deep understanding of system architecture and processes to offer accurate and timely resolutions.
• Document findings and communicate them clearly to the engineering team.
• Identify opportunities for system improvements and work to enhance customer experience.
• Collaborate with customer support and engineering teams to streamline operations and reduce engineering workload.
• Maintain a proactive approach to problem-solving, ensuring swift issue resolution.

Requirements

• Minimum of 4 years of experience in a technical support role, preferably in a B2C environment.
• Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.
• Proficiency in reading and interpreting system logs.
• Solid experience with SQL, including writing and executing queries to investigate issues.
• Deep understanding of system architecture and processes.
• Excellent attention to detail and a methodical approach to problem resolution.
• Strong written and verbal communication skills to effectively document and report findings.

Additional Information:

• This role will require working in shifts, including Saturdays.