Technical Product Support Specialist Remote

Job Title: Senior Product Support Specialist
Location: Austin, Texas – remote until further notice; eventually on-site.
Start Date: Immediately

Lowering the Cost of Health Care. Together.

Launched in 2015, Sedera is a fast-growing community of like-minded members from all across the nation sharing one another’s medical costs. Through stewarding this Medical Cost Sharing community, we seek not only to empower individuals to take control of their healthcare decisions but revolutionize the status quo health care payment system.

Every Sedera Team Member is Driven by a Commitment to Live out These Values:

• Solution Shapers – We lift ceilings, pave runways, and forge a better new way.
• Health Champions – We promote the whole health of our team and members.
• Community Builders – Every day we create an authentic connection with our members and one another.
• Intentionally Not Status Quo – Our service and product experience are distinctly refreshing and always excellent.
• Rooted in Love – Love is central, so we strive to treat everyone as we’d like to be treated.

Does this sound like you?

• Natural problem solver
• Natural tendency to proactively fill in knowledge gaps
• Confident communicator comfortable with working all areas of an organization
• Able to understand complex technical concepts and explain them in simple terms
• Dedication to details
• Ability to drive issues to resolution

Our dream team member

Our ideal Senior Product Support Specialist candidate is looking for a role in a dynamic, fast-paced environment. In this role, you will act as the “hub” or central point of contact for the issues related to our new platform. You will be invested in understanding the confluence of our processes and products, understanding interdependencies and data flows. In your role you will create & prioritize tickets, work with internal and external teams to ensure resolution, create runbooks and document written resources for reference, and synthesize issues/trends in order to identify gaps/opportunities for improvements. You will be working closely with the Member Services, Group Services, Sales, Engineering, Development, Product, and Project Management teams.

Tasks involved in your role:

Create, review, triage, route and track tickets which will involve:

• Doing preliminary research to clarify unknowns & questions
• Writing up tickets (associating them with previously known tickets)
• Creating runbook descriptions for troubleshooting & resolution
• Reviewing and prioritizing tickets with technical team
• Confirming and reorganizing priorities based on business needs
• Following-up with technical and business teams on resolutions & next steps

Troubleshoot and resolve issues related to platform by performing these daily routines

• Working with teams to establish views to help provide visibility into key issues (e.g. money flow, members with data issues, etc.)
• Run queries, review reports, proactively identify problems
• Review ticket statuses for updates and close the loop between customers and members

Provide feedback/input to Product roadmap by:

• Tracking number of issues of certain type and time spent
• Identifying recurring patterns
• Working with product & business teams to prioritize root-cause fixes for production issues and/or new/enhanced product features

Monitoring site reliability in order to proactively identify potential issues/areas of concern by

• Helping develop then reviewing dashboards
• Helping develop then reviewing notifications

Minimum Qualifications:

• 2-5 years live support experience
• Proficiency using Jira or similar ticketing system
• Agile Mindset
• Familiarity with Azure, Salesforce, AWS, SQL, Excel, Google Sheets
• Demonstrated understanding of API and database structure
• Excellent organizational and analytical skills
• Demonstrated aptitude for problem-solve and critical thinking
• Demonstrated Project management skills
• Demonstrated ability to prioritize issues and execute

What We Will Include

A fun place to work – Sedera is a back-to-back winner of Austin Business Journal’s “Best Places to Work” award in 2019 & 2020 – and a great team to be part of, competitive salary and end-of-year bonus, paid Sedera membership, Dental and Vision, 401(k) with company matching, monthly cell phone stipend, unlimited PTO, free gym membership, and other optional benefits.

Come As “You”

Come as you are, and come with a commitment to be Rooted In Love. We welcome anyone to join the Sedera team regardless of race or color, sex or sexual orientation or gender identity, national origin or familial status, age, disability, religious beliefs, or any other attributes that make you “you.” We do not tolerate discrimination, prejudice or harassment, or anything else that negates our underlying values.

Job Type: Full-time

COVID-19 considerations:
We have made work from home the “default” until further notice. The office is available for use, as long as employees follow all health guidelines and practice social distancing. We are monitoring and have not had more than 5% occupancy up to this point.

Education:

• Bachelor’s (Preferred)

Work Location:

• One location

Company’s website:

• sedera.com

Company’s Facebook page:

• https://www.facebook.com/sederahealth/

Work Remotely:

• Temporarily due to COVID-19

COVID-19 Precaution(s):

• Remote interview process
• Temperature screenings
• Social distancing guidelines in place
• Virtual meetings
• Sanitizing, disinfecting, or cleaning procedures in place