Technical Product Support
The primary responsibility of this individual contributor role is to ensure the efficient and effective resolution of client-submitted Production Support tickets. This involves assessing and triaging incoming tickets, serving as a subject matter expert (SME) to develop and implement support processes and assist in testing, documenting software defects, providing input on requirements, and collaborating with development teams to resolve issues. The role also includes proactively identifying opportunities for process improvements and contributing to overall software quality. Why You'll Love Working at ClarisHealth We believe our team deserves the best, and we’re proud to offer a comprehensive benefits package that supports your success both at work and in life. Here’s what you can look forward to:
- Medical, Dental, and Vision Insurance – Enjoy medical, dental, and vision coverage that begins on your first day, supporting your health and wellness. FREE Employee Only Coverage available.
- 401(k) with Matching and Immediate Vesting – Secure your financial future with a company match and instant vesting.
- Company-Paid Short-Term Disability (STD) – Added security for unforeseen circumstances.
- Company-Paid Personal Financial Advising – Expert guidance to help manage your finances.
- New Hire Stipend – A one-time stipend to purchase home office supplies (laptop and charging cable provided by the company).
- Pet Insurance Options – Choose from two carrier options to keep your furry friends covered.
- Paid Holidays – 9 company holidays plus 2 floating holidays for added flexibility.
- Virtual Counseling and Telemedicine – Company-paid access to mental health and medical support from the comfort of your home.
- Paid Parental Leave – Time to focus on family during this special chapter.
- Generous Vacation & Wellness Time – 4 weeks of vacation beginning accrual on day one, plus 1 additional week for wellness.
- Professional Development Stipend – After one year, enjoy a $500 annual stipend to invest in professional growth (e.g., certifications, webinars).
You may be ideal if you have:
- College degree (preferably in information systems or computer science) or equivalent relevant experience
- Experience with manual and automated testing processes
- Strong fundamentals with Agile development
- Experience with version control and issue tracking
- Experience in testing of Single Page Web Application
- Working knowledge of relational and non-relational database concepts
- Knowledge of healthcare and Health Insurance industry standards and regulations
- Methodical and thorough approach to problem troubleshooting and solving
- Sound interpersonal, communication, writing and presentation skills
- Aptitude to think more widely about the context of work and broader interdependencies
- Ability to organize, coordinate and prioritize day-to-day workload
- Motivated by quality achievement
- Ability to work in a team and as an individual contributor
- At ease in a small company environment that blends rigorous management with an entrepreneurial culture
- Software Quality Assurance Methodologies
- AGILE practitioner
- SCRUM, SAFe methodology experience (2-3 years)
- Understand business analysis and cyclical requirements
Responsibilities:
- Assess Production Support tickets/cards submitted by clients
- Triage incoming support tickets to determine if the severity scoring is appropriate and determine appropriate team assignment
- Serve as a subject matter expert (SME) to assist in designing, implementing, and monitoring support ticket standard operating procedures
- Serve as a subject matter expert (SME) to assist in full lifecycle testing including integration, regression, and stress tests
- Document software defects using the company’s CRM tracking system
- Provide input on functional requirements and potential problems
- Find and report defects to software developers and other Claris teams as appropriate
- Help investigate customer problems as needed
- Take initiative for software quality process efficiency and improvements
- Other duties as assigned
Other Duties: This job description in no way states or implies that these are the only duties to be performed by this employee. This position will be required to follow any other instructions and to perform any other duties requested by his/her supervisor. Individuals will always be expected to maintain a professional work environment. Company Culture Our company values help everyone move in alignment toward this mission. We are ... Compassionate. We practice servant leaders About ClarisHealth ClarisHealth, based in Nashville, Tenn., provides health plans and payers with a better way to drive claims payment accuracy. Its proprietary, A.I.-powered enterprise technology platform Pareo® allows health plans across the U.S. to reduce manual work, gain insights into operational performance across lines of business, and accelerate their strategy to overpayment prevention – at a significantly reduced cost. For more information about ClarisHealth and our culture, please visit us at https://www.clarishealth.com/careers/. Other Applicants must be currently authorized to work in the United States on a full-time basis. ClarisHealth is not able to sponsor applicants for work visas. EOE, including Disability/Veterans; anyone needing accommodation to complete the interview process should notify the People Operations team. Apply tot his job Apply To this Job