Application Support Analyst (Permanent Remote)

Aledade's Product Team is growing! This role will support our internal and external application users by resolving application-specific issues in a timely manner. This will require gathering enough detail from the reporter to analyze and diagnose a root cause or escalate to a higher tier within the application support team.
This role is responsible for communicating the issue and root cause to all necessary internal and external application users. They will also work with Product and Engineering in an agile fashion through the resolution of each issue, at which point they will be responsible for closing the loop with all affected parties. 

QUALIFICATIONS:

• Minimum of one (1) year of technical support or equivalent job experience
• Bachelor’s Degree in Computer Science or equivalent job experience 
• Experience with using SQL queries to aid with defect detection and debugging
• Strong technical and analytical mindset with in-depth understanding of how web and mobile application stacks work 
• Expert in triaging tickets to include root cause analysis, diagnosis, and escalation through resolution 
• Excellent interpersonal, verbal and written communication skills with both technical and non-technical audiences
• Excellent technical skills to comprehend, resolve and/or escalate product issues and enhancements 
• Ability to effectively prioritize and manage time while being courteous and professional at all times 
• Ability to assess and prioritize a large queue based on factors such as high-volume issues, security compromise, or defects that block an end user’s ability to perform major workflows 
• Healthcare industry experience is a plus

RESPONSIBILITES:

• Triage new issue reports and requests received from internal and external users.
• Validate issues reported by application users
• Identify severe issues that have not been escalated to Tech 
• Produce and/or review technical documentation
• Resolve and debug  issues identified by application users:
• Use technical documentation to resolve known issues independently
• Use basic SQL for code debugging and backend testing purposes 
• Assist with defect debugging and final root cause diagnosis 
• Develop subject matter expertise related to product functionality and workflows
• Act as the liaison between Aledade employees working in the field and the Engineering and Product teams 
• Produce technical defect documentation for Engineering
• Own Aledade’s emergency support ticket process with the Field team

Who We Are:Aledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of payers, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives, and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.
What Does This Mean for You?At Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.
In addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:Flexible work schedules and the ability to work remotely are available for many rolesHealth, dental and vision insurance paid up to 80% for employees, dependents, and domestic partners Robust time off plan 21 days of PTO in your first year 2 Paid Volunteer Days & 11 paid holidays12 weeks paid Parental Leave for all new parents6 weeks paid sabbatical after 6 years of serviceEducational Assistant Program & Clinical Employee Reimbursement Program401(K) with up to 4% matchStock optionsAnd much more!
At Aledade, we don’t just accept differences, we celebrate them!   We strive to attract, develop, and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is pro