Technical Support Analyst @ Arine

Based in San Francisco, Arine is a rapidly growing healthcare technology and clinical services company with a mission to ensure individuals receive the safest and most effective treatments for their unique and evolving healthcare needs.

Frequently, medications cause more harm than good. Incorrect drugs and doses costs the US healthcare system over $528 billion in waste, avoidable harm, and hospitalizations each year. Arine is redefining what excellent healthcare looks like by solving these issues through our software platform (SaaS). We combine cutting edge data science, machine learning, AI, and deep clinical expertise to introduce a patient-centric view to medication management, and develop and deliver personalized care plans on a massive scale for patients and their care teams.

Arine is committed to improving the lives and health of complex patients that have an outsized impact on healthcare costs and have traditionally been difficult to identify and address. These patients face numerous challenges including complicated prescribing issues across multiple medications and providers, medication challenges with many chronic diseases, and patient issues with access to care. Backed by leading healthcare investors and collaborating with top healthcare organizations and providers, we deliver recommendations and facilitate clinical interventions that lead to significant, measurable health improvements for patients and cost savings for customers.

Why is Arine a Great Place to Work?:

Outstanding Team and Culture - Our shared mission unites and motivates us to do our best work. We have a relentless passion and commitment to the innovation required to be the market leader in medication intelligence.

Making a Proven Difference in Healthcare - We are saving patient lives, and enabling individuals to experience improved health outcomes, including significant reductions in hospitalizations and cost of care.

Market Opportunity - Arine is backed by leading healthcare investors and was founded to tackle one of the largest healthcare problems today. Non-optimized medications therapies which cost the US 275,000 lives and $528 billion annually.

Dramatic Growth - Arine is managing more than 18 million lives across prominent health plans after only 4 years in the market, and was ranked 236 on the 2024 Inc. 5000 list and was named the 5th fastest-growing company in the AI category.

The Role:

We are looking for a motivated and passionate Technical Support Analyst to join our team. The Technical Support Analyst will be responsible for providing front-line Level 1 Support Desk support to both internal and external system users for the full spectrum of company products. You will also be responsible for responding to, documenting and resolving help requests in a timely manner in accordance with established SLAs. The Technical Support Analyst delivers these results by partnering with the Support Desk Team and internal customers to identify and act on opportunities for improving the customer experience and efficiency of the team.

The Technical Support Analyst reports to Arine’s Director of Operations.

What You'll be Doing:

This role spans all of Arine's Support Desk activities. You will be asked to:

Respond to support emails, and user requests from internal and external system users including clients and site personnel
Log all Help Desk queries to Help Desk application; assign open queries and follow up on all open queries until resolved
Assist with login issues; troubleshoot usage difficulties and other customer reported issues
Basic internet browser troubleshooting
Interact with customers and internal team members
Attendance and punctuality are essential functions of the position
User administration
Act as liaison between end users and higher levels of support
Create, review and modify documentation as required
Concisely document detected/suspected software bugs with steps to reproduce issue
Assist with training new team members
Handle other duties as needed

Our Ideal Candidate Possesses:

Excellent customer service skills required
Experience working ticketing systems, particularly Freshdesk and JIRA
Must demonstrate strong technical troubleshooting skills with multiple technology environments
Familiarity with or eagerness to learn the approaches of high performing clinical pharmacy programs
Ability to manage multiple projects under tight deadlines, and communicate and collaborate with executives, operations, and technology teams
A demonstrated ability to own the work and follow it through to completion
Excellent collaboration, attention to detail, problem solving, business acumen and investigative skills
Capability of working in a direct and matrix team environment as well as independently with limited supervision
Ability to apply judgment and make informed decisions in order to work independently and meet deadlines
Eagerness to learn new skills in a fast-paced, dynamic environment

Remote Work Requirements:

An established private work area that ensures information privacy
A stable high-speed internet connection for telephonic and/or remote work
This role is remote, but you will be required to come to on-site meetings multiple times per year. This may be in the interview process, onboarding, and team meetings

Perks:

Joining Arine offers you a dynamic role and the opportunity to contribute to the company's growth and shape its future. You'll have unparalleled learning and growth prospects, collaborating closely with experienced Clinicians, Engineers, Software Architects, and Digital Health Entrepreneurs.

The posted range represents the expected base salary range for this position and does not include any other potential components of the compensation package, benefits, and perks. Ultimately, the final pay decision will consider factors such as your experience, job level, location, and other relevant job-related criteria. The base salary range for this position is: $65,000-$75,000/year.

Job Requirements:

Ability to pass a background check
Must live in and be eligible to work in the United States

Information Security Roles and Responsibilities:

All staff at Arine are expected to be part of its Information Security Management Program and undergo periodic training on Information Security Awareness and HIPAA guidelines. Each user is responsible to maintain a secure working environment and follow all policies and procedures. Upon hire, each person is assigned and must complete trainings before access is granted for their specific role within Arine.

Arine is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace where all employees are treated with fairness and respect. We do not discriminate on the basis of race, ethnicity, color, religion, gender, sexual orientation, age, disability, or any other legally protected status. Our hiring decisions and employment practices are based solely on qualifications, merit, and business needs. We encourage individuals from all backgrounds to apply and join us in our mission.

Check our website at https://www.arine.io. This is a unique opportunity to join a growing start-up revolutionizing the healthcare industry!

Job Offers: Arine uses the arine.io domain and email addresses for all official communications. If you received communication from any other domain, please consider it spam.

Note to Recruitment Agencies: We appreciate your interest in finding talent for Arine, but please be advised that we do not accept unsolicited resumes from recruitment agencies. All resumes submitted to Arine without a prior written agreement in place will be considered property of Arine, and no fee will be paid in the event of a hire. Thank you for your understanding.

Technical Support Analyst

Arine

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