Product Support and Maintenance Analyst

Hi, we’re Gravie. Our mission is to improve the way people purchase and access healthcare through innovative, consumer-centric health benefit solutions that people can actually use. Our industry-changing products and services are developed and delivered by a diverse group of unique people. We encourage you to be your authentic self - we like you that way.
We’re looking for a Product Support and Maintenance Analyst who will work closely with product, operations, and technology development teams to ensure all production support and maintenance projects are running smoothly and efficiently.  The ideal person will have business analysis and product experience in a consumer driven, technology focused organization.
You will:·       Develop a deep understanding of Gravies' Digital product portfolio and become an expert on various aspects of the products and services.·       Act as the primary point of contact for stakeholders regarding product support and maintenance issues related to our digital solutions. Collaborate closely with the customer support and account management teams to resolve critical issues, manage expectations, and address stakeholder needs. Provide regular updates to stakeholders on problem resolution, product enhancements, roadmap, and upcoming releases, ensuring their needs are addressed.·       Provide intermediate to advanced level technical support for complex customer issues not routinely resolved by customer care or account management, ensuring customer satisfaction.·       Triage incoming product issues. Validate technical information provided in support tickets and provide clear instructions when additional information as needed.·       Identify and resolve product problems independently when possible, escalating to engineering teams when necessary.·       Implement immediate corrective actions, update documentation, and facilitate knowledge sharing to enhance product stability and customer satisfaction.·       Monitor and analyze product issue data, utilizing data-driven insights for continuous product improvement.  Identify, analyze, and resolve recurring or major issues to eliminate root causes and prevent future incidents, improving overall product stability and reducing customer impact.·       Prioritize and manage the product support and maintenance backlog, ensuring readiness for development teams. Ensure a clear understanding of product change requirements and acceptance criteria. Execute on the backlog.·       Delegate and distribute product support and maintenance team workload as necessary to optimize team performance.·       Collaborate with development teams to plan, schedule, and release support and maintenance updates, including emergency releases.·       Help establish and maintain effective processes for handling customer support issues, ensuring a good quality technical support experience.·       Demonstrate commitment to core competencies of authenticity, curiosity, creativity, empathy, and outcome orientation. You bring:·       Bachelor’s degree in a relevant field such as computer science, information technology, engineering, or a related discipline is preferred. Equivalent work experience preferably as a technology product owner, product manager, program manager or business analyst is accepted.·       Strong technical skills and proficiency in troubleshooting software, understanding databases, and familiarity with software development and release process.·       Experience leveraging ITSM tools, and work tracking software.·       Strong analytical and problem-solving skills to identify root causes, analyze complex issues, and implement effective solutions.·       Ability to think critically, exhibit attention to detail, and work well under pressure.·       Ability to embrace change with optimism and a problem-solving mentality.·       Very strong time management, and organizational skills.·       Exceptional stakeholder management skills.·       Familiarity with Agile and Kanban methodologies.·       Exceptional verbal and written communication skills that result in clear and concise language appropriate for the intended audience. Extra credit:·       Previous start-up company experience.·       Experience in health insurance industry.·       Previous development experience with Clojure, Groovy, AWS frameworks. Competitive pay is standard. Our unique benefits program is the gravy, i.e., the special sauce that sets our compensation package apart. In addition to standard benefits, Gravie’s package includes alternative medicine coverage, flexible PTO, 16 weeks paid parental leave, paid holidays, cell phone reimbursement, education reimbursement, and 1 week of paid paw-ternity leave just to name a few.