Analyst, Production Support Operations

Job Description

Job Description

Arcadia is dedicated to happier, healthier days for all. We believe that there is a better healthcare world – one powered by data. Our platform transforms complex, diverse data into a unified foundation for health, helping organizations deliver better care, boost revenue, and lower costs.

We’re a team of fiercely driven individuals committed to making healthcare more sustainable—and we’re looking for passionate people to help us get there.

For more information, visit  arcadia.io .

Why This Role Is Important to Arcadia

Our Production Support Operations Team plays a critical role in delivering the highest level of customer service to our clients. As a Production Support Operations Analyst, you will be on the front lines triaging, investigating, and resolving common issues reported by Arcadia customers and internal stakeholders, or escalating more complex issues for further review. You will leverage tools such as AWS CloudWatch, relational databases, Postman, New Relic, and JIRA to investigate and resolve technical problems.

This role requires experience in product support and / or data analysis, and benefits from familiarity with the U.S. healthcare system, care management, and population health. It’s a high-growth opportunity that offers deep engagement with Arcadia’s engineering and product teams. As a key product stakeholder, you’ll help advocate for bug fixes, process improvements, and new feature development.

As a Production Support Operations Analyst, you’ll play a key role in delivering a great support experience by managing the intake, triage, investigation, and resolution of issues using documented procedures. You’ll provide coverage for support intake channels, assess issue severity, and resolve or escalate tickets based on complexity. Your work ensures fast and consistent support for Arcadia customers and internal users across both Tier 1 (Intake) and Tier 2 (Resolution Enablement) functions.

What Success Looks Like

In 3 months

• Understand Arcadia’s support processes and tools, including SOPs and ticket systems
• Independently triage and resolve common issues using existing documentation
• Accurately identify and escalate more complex issues to Tier 3 with clear documentation
• Begin developing familiarity with 1–2 key product areas

In 6 months

In 12 months

What You'll Be Doing

Investigation & Escalation

Knowledge & Expertise

Process Improvement & Collaboration

What You'll Bring

What You'll Get

About Arcadia

Arcadia.io helps innovative providers and payers across the country transform healthcare to reduce cost while improving patient health. We do this by aggregating large amounts of disparate data, applying algorithms to identify opportunities to provide better patient care, and making those opportunities actionable by physicians at the point of care in near-real time. We are passionate about helping our customers drive meaningful outcomes. We are growing fast and have emerged as a market leader in the highly competitive population health management software market and have been recognized by industry analysts KLAS, IDC, Forrester, and Chilmark for our leadership. For a better sense of our brand and products, please explore our website.

Protect Yourself

If you have concerns about the authenticity of a job offer or recruitment-related communication claiming to be from Arcadia, we encourage you to verify by contacting us directly at (781) 202-3600 and select option 3. For more information, visit our website.

This position is responsible for following all Security policies and procedures in order to protect all PHI under Arcadia's custodianship as well as Arcadia Intellectual Properties.  For any security-specific roles, the responsibilities would be further defined by the hiring manager.