Production Support Analyst

As a Production Support Analyst at Eleos, your primary responsibilities include serving as the technical escalation point for complex customer issues, designing and maintaining monitoring solutions, interfacing directly with clients to solve technical challenges, and collaborating with the R&D team on technical issues. Moreover, you'll also be tasked with creating technical documentation and participating in the on-call rotation to ensure uninterrupted system performance.

To be a successful Production Support Analyst at Eleos, you should have at least 2 years of experience in technical support, production support, or application support. Strong proficiency in Linux systems administration, API implementations, and database administration using SQL and NoSQL is essential. Familiarity with monitoring and logging tools, as well as excellent problem-solving and communication skills, are vital to thrive in this role.

A Production Support Analyst at Eleos plays a crucial role in the company’s mission by ensuring our systems run seamlessly, allowing healthcare providers to effectively use our technology to enhance patient care. Your expertise impacts the performance of our platforms, driving improvements that deliver better behavioral health outcomes.

Key technical skills for a Production Support Analyst at Eleos include strong Linux systems administration, experience with API troubleshooting, familiarity with monitoring tools like Grafana and Prometheus, and database management experience. Additionally, having knowledge of cloud platforms and programming languages can further enhance your effectiveness in this role.

The work environment for a Production Support Analyst at Eleos is collaborative, dynamic, and focused on innovation. You'll work alongside passionate colleagues in a startup that prioritizes mental health technology, with a culture that values your contributions and encourages personal growth and professional development.

In answering this question, you should highlight your specific Linux administration experience, mentioning any distributions you're familiar with, such as RHEL/CentOS or Ubuntu. Discuss particular tasks you've handled, such as user management, system updates, or shell scripting, which demonstrate your technical aptitude for this role.

When faced with high-pressure situations, prioritize tasks based on urgency and impact on customers. Describe a specific instance where you effectively managed multiple issues by assessing their consequences and addressing the most critical problems first. This shows your ability to maintain composure and focus in challenging environments.

In your answer, detail your experience working with APIs by discussing projects where you integrated or troubleshot them. Mention tools like Postman or curl that you used to test and verify API functionality and how this experience prepares you for handling similar challenges at Eleos.

Highlight specific monitoring tools you've utilized, such as Grafana or Prometheus, explaining how you used these tools to track system metrics and ensure uptime. Discuss any experiences where your monitoring efforts led to improved performance or preemptive actions that prevented issues.

Emphasize the importance of clear and concise documentation. Share examples of how you've developed technical documentation in previous roles, including specific processes or systems you've documented, and how this has benefited your teams in resolving issues or onboarding new members.

Discuss your approach to troubleshooting complex issues, emphasizing steps you take such as gathering detailed information, performing systematic analysis, and isolating variables. Provide an example of a challenging problem you solved to illustrate your critical thinking skills.

Talk about your database management experience, mentioning specific databases like MySQL, PostgreSQL, or MongoDB you've worked with. Describe tasks you've managed, such as queries, performance tuning, or migrations, and how this experience aligns with the requirements for the Production Support Analyst role.

Effective communication is key to successful collaboration. Share strategies you use to explain technical concepts to non-technical stakeholders, such as using analogies, avoiding jargon, and focusing on the impact of issues on their work. Provide an example of how this skill has helped resolve a problem or build trust.

Share your experience with scripting or automation tools that have helped streamline support processes. Explain the benefits you've observed from implementing automation, such as time savings, reduced error rates, or improved overall efficiency, and how it aligns with Eleos's goals for optimizing operations.

Express your passion for making a positive impact on mental health care through technology. Share insights into why you believe behavioral health technology is important and how your skills as a Production Support Analyst can contribute to enhancing the systems that support healthcare providers and their patients.