Arcadia is committed to creating better, healthier days for everyone. We turn a wide range of data into a unified health intelligence layer. Our platform provides customers with actionable insights to advance care and research, support strategic growth, and achieve financial results. Visit https://arcadia.io for more information.

Why This Role Matters at Arcadia
Our Production Support Team is essential to delivering top‑tier service to our clients. As a Production Support Analyst, you will be the first point of contact for triaging, troubleshooting, and resolving issues reported by Arcadia’s customers and internal teams. You will use tools like AWS, Postman, New Relic, and JIRA to help investigate and solve complex problems. Experience in product support or data analysis is required, and familiarity with US healthcare and care management is valuable. This is a fast‑growing role that provides strong exposure to Arcadia’s engineering and product experts.

What Success Looks Like
In 3 months
– Understand the various parts of Arcadia’s product suite
– Independently triage issues and escalate when needed
– Identify recurring problems and work with customers and internal teams to resolve them
– Review and monitor logs to detect errors

In 6 months
– Serve as a subject‑matter expert for several components of Arcadia’s products
– Gain deep knowledge of the core product data model
– Offer continual feedback to product and engineering teams to improve support efficiency and quality
– Investigate and resolve issues in collaboration with customers and internal teams

In 12 months
– Confidently explain technical concepts to customers and stakeholders
– Develop strong understanding of user workflows, functional specs, technical architecture, data models, and product roadmap
– Take ownership of support for a defined set of products
– Contribute to improving team processes

What You’ll Be Doing
– Work with a skilled, cross‑functional team to manage intake, triage, troubleshooting, and resolution of product support issues
– Assist with handling and resolving support tickets
– Manage multiple work queues and maintain process documentation
– Provide detailed root cause analyses for data and application issues
– Build subject‑matter expertise across Arcadia’s products and data domains
– Serve as a resource for customers and internal stakeholders
– Identify improvement opportunities and propose solutions
– Collaborate with product and engineering teams to drive resolution of bugs and feature enhancements
– Support West Coast hours through 6pm PST

What You’ll Bring
– 3–5 years of experience as a technical, data, or support analyst/engineer; healthcare experience is a plus
– Strong SQL and data analysis skills
– Understanding of Kanban, Scrum, or Agile methodologies
– Experience troubleshooting API, application, data, and infrastructure issues
– Experience with AWS, Redshift, New Relic, and Postman is a plus
– Ability to explain technical issues to non‑technical users
– Strong analytical, problem‑solving, and organizational abilities
– Attention to detail and ability to manage multiple priorities and deadlines
– Experience with ETL, databases, or application development/support using tools like Spark, Java, or Kubernetes is a plus
– Knowledge of HIPAA, EHR/HL7/FHIR, secure data environments, or Atlassian tools is a plus

What You’ll Receive
– Work alongside highly skilled and motivated teammates
– Join a mission‑driven company transforming how patients receive care
– Enjoy a flexible, remote‑friendly culture with heart
– Access to employee‑driven programs for personal and professional growth
– Become part of the Arcadian and Barkadian communities

About Arcadia
Arcadia.io helps forward‑thinking providers and payers improve healthcare outcomes and reduce costs. We aggregate large, diverse datasets, apply algorithms to identify opportunities for better care, and deliver those insights to clinicians in near real time. We are committed to helping our customers achieve meaningful outcomes. Arcadia is rapidly growing and is a recognized leader in population health management software, with acknowledgement from KLAS, IDC, Forrester, and Chilmark. To learn more, visit our website.

Protect Yourself
If you are unsure about the legitimacy of a job offer or communication claiming to be from Arcadia, please confirm by contacting us at (781) 202‑3600, option 3. More information is available on our website.

This role must follow all security policies and procedures to protect PHI and Arcadia’s intellectual property. Security‑related responsibilities may be further defined by the hiring manager.