Technical Support Analyst

Based in San Francisco, Arine is a rapidly growing healthcare technology and clinical services company with a mission to ensure individuals receive the safest and most effective treatments for their unique and evolving healthcare needs. 

Frequently, medications cause more harm than good. Incorrect drugs and doses costs the US healthcare system over $528 billion in waste, avoidable harm, and hospitalizations each year. Arine is redefining what excellent healthcare looks like by solving these issues through our software platform (SaaS). We combine cutting edge data science, machine learning, AI, and deep clinical expertise to introduce a patient-centric view to medication management, and develop and deliver personalized care plans on a massive scale for patients and their care teams.

Arine is committed to improving the lives and health of complex patients that have an outsized impact on healthcare costs and have traditionally been difficult to identify and address. These patients face numerous challenges including complicated prescribing issues across multiple medications and providers, medication challenges with many chronic diseases, and patient issues with access to care. Backed by leading healthcare investors and collaborating with top healthcare organizations and providers, we deliver recommendations and facilitate clinical interventions that lead to significant, measurable health improvements for patients and cost savings for customers. 

Why is Arine a Great Place to Work?:

Outstanding Team and Culture - Our shared mission unites and motivates us to do our best work. We have a relentless passion and commitment to the innovation required to be the market leader in medication intelligence.

Making a Proven Difference in Healthcare - We are saving patient lives, and enabling individuals to experience improved health outcomes, including significant reductions in hospitalizations and cost of care.

Market Opportunity - Arine is backed by leading healthcare investors and was founded to tackle one of the largest healthcare problems today. Non-optimized medications therapies which cost the US 275,000 lives and $528 billion annually.

Dramatic Growth - Arine is managing more than 18 million lives across prominent health plans after only 4 years in the market, and was ranked 236 on the 2024 Inc. 5000 list and was named the 5th fastest-growing company in the AI category.

The Role:

We are looking for a motivated and passionate Technical Support Analyst to join our team. The Technical Support Analyst will be responsible for providing front-line Level 1 Support Desk support to both internal and external system users for the full spectrum of company products. You will also be responsible for responding to, documenting and resolving help requests in a timely manner in accordance with established SLAs. The Technical Support Analyst delivers these results by partnering with the Support Desk Team and internal customers to identify and act on opportunities for improving the customer experience and efficiency of the team.

The Technical Support Analyst reports to Arine’s Director of Operations. 

What You'll be Doing:

This role spans all of Arine's Support Desk activities. You will be asked to:

• Respond to support emails, and user requests from internal and external system users including clients and site personnel
• Log all Help Desk queries to Help Desk application; assign open queries and follow up on all open queries until resolved
• Assist with login issues; troubleshoot usage difficulties and other customer reported issues
• Basic internet browser troubleshooting
• Interact with customers and internal team members
• Attendance and punctuality are essential functions of the position
• User administration
• Act as liaison between end users and higher levels of support
• Create, review and modify documentation as required
• Concisely document detected/suspected software bugs with steps to reproduce issue
• Assist with training new team members
• Handle other duties as needed

Our Ideal Candidate Possesses:

• Excellent customer service skills required
• Experience working ticketing systems, particularly Freshdesk and JIRA
• Must demonstrate strong t