Customer Technical Support Engineer

ABOUT ARTERA

Our Mission: Make healthcare #1 in customer service.

What We Deliver: Artera (formerly WELL Health®) is the patient communication platform that delivers happier staff, healthier patients, and more profitable organizations. We enable two-way conversations between patients and their healthcare teams through secure, multilingual messaging across multiple channels – including text, email, and telephone. By unifying disjointed touchpoints into a single, intuitive channel, Artera fuels connected patient experiences and empowers organizations to deliver the best customer service imaginable. 

Our Impact: Artera helps 500+ healthcare providers facilitate more than 1 billion messages for 40+ million patients annually. 

Our award-winning culture: Since founding in 2015, Artera has consistently been recognized for its innovative technology, business growth, and named a top place to work. Examples of these accolades include: Inc. 5000 Fastest Growing Private Companies (2020, 2021, 2022, 2023); Deloitte Technology Fast 500 (2021, 2022, 2023); Built In Best Companies to Work For (2021, 2022, 2023, 2024). Artera has also been recognized by Forbes as one of “America’s Best Startup Employers,” Newsweek as one of the “World’s Best Digital Health Companies,” and named one of the top “44 Startups to Bet your Career on in 2024” by Business Insider.

The Technical Support Engineer at Artera is a key position within our Technical Operations division, responsible for delivering high-quality technical support and troubleshooting services for our SaaS product. This role involves managing a variety of technical support cases, collaborating closely with internal teams, and ensuring our customers receive timely and effective solutions to their technical issues. You’ll play a pivotal role in not only resolving problems but also in building strong, lasting relationships with our customers by delivering clear, concise, and helpful communication.

As a Technical Support Engineer, you'll have the opportunity to deepen your technical expertise, gain hands-on experience with cutting-edge technologies, and be a part of an innovative and growth-focused team. You will be expected to troubleshoot complex issues, work with cross-functional teams to ensure customer satisfaction, and contribute to the continuous improvement of our support processes. The role offers a dynamic and fast-paced environment where no two days are the same—each new case is an opportunity to learn, solve unique challenges, and make a direct impact on the success of our customers.

We’re looking for someone who thrives in a customer-facing role, with a passion for problem-solving and an eagerness to learn. You will need a strong technical aptitude, the ability to manage multiple cases efficiently, and an excellent communication style that ensures customers feel supported and valued throughout their journey with Artera.

• Manage 8-12 support cases daily, primarily via email communication, ensuring clear and timely responses
• Participate in client calls for escalated cases, offering technical expertise and troubleshooting assistance
• Collaborate with internal teams using Salesforce and Jira to resolve technical issues effectively
• Troubleshoot a variety of technical issues, including SaaS, cloud-based, and browser-related challenges
• Continuously learn and master product functionalities, HL7 interfaces, and database analytics to provide expert-level support
• Deliver accurate, well-documented solutions in response to customer support tickets, ensuring resolution within agreed-upon timelines
• Collaborate with cross-functional teams to ensure seamless case resolution and high levels of customer satisfaction

• 2+ years of experience in a technical support or customer service role, preferably in a SaaS environment
• Strong troubleshooting skills, with a focus on technical problem-solving across cloud-based and browser-related issues
• Proficient in using ticketing systems (Salesforce, Jira, or similar) for case management and resolution tracking
• Excellent critical thinking skills with the ability to analyze and resolve technical challenges
• Strong communication skills, with the ability to explain technical concepts clearly to both customers and internal teams

• Familiarity with HL7, healthcare interfaces, and database troubleshooting (strongly preferred)
• Experience with Postman, AWS, or similar tools for troubleshooting and API testing
• Background in healthcare IT, including systems like Salesforce, Meditech, Cerner, OCHIN, or telecom systems (Cisco, Twilio, AWS Connect) is a plus

LOCATION

Artera values in-person collaboration and is currently hiring in the following US cities: Santa Barbara, Los Angeles, San Francisco/Bay Area, Kansas City, Seattle, Denver, Chicago, Boston, and Philadelphia (Wayne).

Artera HQ is in Santa Barbara, CA, with an additional US office located in Philadelphia (Wayne), PA. If you live in the Santa Barbara or Philadelphia area, your role will be hybrid, and you will be expected to work out of your designated office location regularly, following local office guidelines. While three days a week may be a general guideline, the specific requirement will be set regionally based on the needs of the local office and the role.

If you live in one of our other hubs, your role will be remote to start. As our team continues to grow in these cities, Artera will explore opening offices in these locations, but there is currently no timeline in place for that. Once that happens, in-office attendance will similarly follow regional expectations, with flexibility to align with the local office's norms and the specific job requirements.

WORKING AT ARTERA 

Company benefits - Full health benefits (medical, dental, and vision), flexible spending accounts, company paid life insurance, company paid short-term & long-term disability, company equity, voluntary benefits, 401(k) and more! 

Career development - Manager development cohorts, employee development funds

Generous time off - Company holidays, Winter & Summer break, and flexible time off

Employee Resource Groups (ERGs) - We believe that everyone should belong at their workplace. Our ERGs are available for identifying employees or allies to join. 

EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT

Artera is an Equal Opportunity Employer and is committed to fair and equitable hiring practices. All hiring decisions at Artera are based on strategic business needs, job requirements and individual qualifications. All candidates are considered without regard to race, color, religion, gender, sexuality, national origin, age, disability, genetics or any other protected status. 

Artera is committed to providing employees with a work environment free of discrimination and harassment; Artera will not tolerate discrimination or harassment of any kind.

Artera provides reasonable accommodations for applicants and employees in compliance with state and federal laws. If you need an accommodation, please reach out to hr@artera.io.

DATA PRIVACY

Artera values your privacy. By submitting your application, you consent to the processing of your personal information provided in conjunction with your application. For more information please refer to our Privacy Policy.

SECURITY REQUIREMENTS

All employees are responsible for protecting the confidentiality, integrity, and availability of the organization’s systems and data, including safeguarding Artera’s sensitive information such as, Personal identifiable Information (PII) and Protected Health Information (PHI). Those with specific security or privacy responsibilities must ensure compliance with organizational policies, regulatory requirements, and applicable standards and frameworks by implementing safeguards, monitoring for threats, reporting incidents, and addressing data handling risks or breaches.