Technical Support Specialist

Life at aptihealth

Backed by $70M in funding from world-class investors including Takeda Digital Ventures, Pivotal Life Sciences and Vista, the aptihealth team is comprised of health care, data science and technology experts passionate about transforming behavioral healthcare. aptihealth is a digital technology platform with an affiliated medical group that makes it easier for people to access speedy high quality mental health care at the right place and right time.  The technology and provider group reach people who need care, connect, follow and demonstrate improved outcomes. Everything we do at aptihealth is centered on our mission to revolutionize care and to ensure that the millions of people who need and deserve it have access to it. As a curious and collaborative teammate, someone excited about tackling the hard problems in healthcare and technology, you will play a key role in making that mission a reality. Together, we’ll create and innovate transformative behavioral healthcare – for millions of people.

What We Offer

• The opportunity to make life better for millions of people
• An environment of positive and super smart colleagues
• Turning innovative ideas into real-world results
• Encouraging curiosity and collaboration
• Priding ourselves in being diverse and inclusive
• Fostering a company of trust & accountability
• Competitive pay and benefits
• Investment in our team with continuous learning opportunities
• Balancing extraordinary work with your personal life
• Flexible working hours and lots of freedom in your work habits

Role

We are seeking a dedicated Technical Support Specialist to provide efficient solutions to technical issues, ensuring smooth and reliable operation for our users’ experience. This role involves troubleshooting, problem-solving, and providing timely assistance to internal and external customers. As a Technical Support Specialist, you will monitor and triage incoming system alerts, investigate and diagnose application errors through logs, and ensure effective communication and coordination for error resolution. Additionally, the role involves handling technical ad-hoc support requests from our front desk and triaging incoming issues with appropriate prioritization. The Technical Support Specialist is instrumental in post-release support, including monitoring releases, and supporting our release engineers. This position requires a keen eye for detail, strong problem-solving skills, and the ability to manage multiple tasks efficiently.

Responsibilities

• Monitor and triage incoming system alerts from AWS and other platforms to identify and prioritize issues.
• Investigate and diagnose application errors through detailed analysis of logs, specifically utilizing CloudWatch logs and insights to trace the root cause of issues.
• Utilize tools such as LogRocket to monitor and triage issues related to web and mobile applications, identifying developer-related issues and prioritizing them based on severity.
• Coordinate with product managers and technical leads on urgent issues requiring hotfixes, following established processes for high-priority bugs and unscheduled releases.
• Create, prioritize, and manage Jira tickets based on the severity of issues identified through monitoring tools and ad-hoc support requests, ensuring effective documentation and communication.
• Monitor performance-related issues and manage alerts for these, checking issue and performance metrics dashboards regularly.
• Handle ad-hoc support requests from end users or internal teams, through sprint tasks or Zendesk tickets, and execute necessary technical resolutions.
• Support post-release activities by closely monitoring system behavior and alarms to identify any issues related to recent releases, collaborating on necessary responses such as rollbacks or hotfixes.
• Update and maintain documentation relevant to technical support processes to ensure efficient handling of common tasks and troubleshooting procedures.
• Monitor designated Slack channels for real-time communication on issues and facilitate communication with the product team and other stakeholders to ensure awareness and coordination on issue resolution.
• Identify and communicate process improvements for triage and escalation, and identify opportunities to automate common runbook processes through self-service tools for admins.

Requirements

• Bachelor’s degree, or equivalent experience
• 5-7 years’ experience working across organization in a support capacity
• Proven project management skills, including beginning-to-end ownership
• Strong customer service skills
• Highly organized