Technical Support Engineer

| Santa Barbara, CA, USA | Hybrid
Employer Provided Salary: 66,000-84,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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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.


A critical role on the Customer Support team is the Technical Support Engineer. We are looking for a talented Support Engineer to join our team. You are a positive, energetic, self-starter who thrives on diving deep to solve customer problems and providing world-class customer support. You would work directly under our Manager of Customer Support, and work alongside a team of passionate Support Engineers.


This position will not only provide you the opportunity to get first-hand customer-facing experience, but also prepare you for higher-level roles in areas such as engineering, business analytics, data science, and technical project management.

Responsibilities

  • Research, diagnose and resolve complex technical issues with our SaaS platform
  • Learn and leverage the knowledge of our internal business analytics and other troubleshooting tools to help identify client problems
  • Document, track, and work to resolve some Tier 2, and primarily Tier 3 support items
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software engineers, customer success managers, and executives)
  • Partner with other members of the Customer Success team to document key product functionality
  • Prioritize and manage several open issues at the same time
  • Create and evolve customer support processes, tools, and technologies
  • Provide input and feedback to the Product Engineering team relating to improvements to product performance and/or feature enhancements

Requirements

  • 2-3 years of experience in a similar technical role working in a SaaS or IT environment
  • Experience with a ticketing system (eg. Salesforce Service Cloud, Jira)
  • Demonstrate proactive approaches to problem-solving with strong decision-making capability
  • Ability to provide step-by-step technical help, both written and verbal, and explain technical concepts to both a technical and non-technical audience
  • Build and maintain both internal and external relationships
  • Strong attention to detail, highly organized, and a quick, curious learner
  • Ability to multitask and manage multiple items simultaneously
  • Demonstrated customer communication skills
  • Able to work M-F 8am-5pm PDT 

Bonus

  • Experience leveraging PostgreSQL for troubleshooting
  • Healthcare IT experience; specifically supporting healthcare integrations leveraging HL7v2, and flat files (extra bonus if you have worked with HL7 FHIR)
  • Telecom experience
  • Experience with a object-oriented programming language
  • Deep troubleshooting experience (including debugging) and some development experience with web-based applications
  • Experience with RESTful APIs

30/60/90 Expectations

  • 30 Days In:
  • Complete all training courses
  • Acclimated to our tools
  • Start joining support power hours
  • Ready to start taking on Tier 1 and some Tier 2 tickets
  • 60 Days In:
  • Takes 5-10 cases per week
  • Start working with some of our advanced features
  • 90 Days in:
  • Takes 15+ cases per week
  • Comfortable with all troubleshooting tools
  • SME assignment
  • Added to on-call rotation

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, and Philadelphia (Wayne). 


Artera HQ is in Santa Barbara, CA, and we have 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 required to work out of your designated office location 3 days a week, unless otherwise noted in the job requirements. 


If you live in Los Angeles, San Francisco/Bay Area, or Kansas City, your role will be remote to start. As our team continues to grow in these cities, Artera will be considering opening offices in these locations. Once that happens, you will be required to work out of your designated office location 3 days a week, unless otherwise noted in the 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. 


Committed to Diversity, Equity, and Inclusion

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. 


With that said, research shows that women and other underrepresented groups apply only if they meet 100% of the criteria. Artera is committed to leveling the playing field, and we encourage you to apply for positions even if you do not meet 100% of the criteria. We would love to connect with you and see if you would be a great fit for our role! 


We’re dedicated to creating an inclusive, equitable, and diverse workplace, where everyone feels safe to be themselves and diversity is a strength. 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.


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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • TypescriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • TypeORMLibraries
    • DjangoFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • Nest JSFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • LookerAnalytics
    • AmplitudeAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • CodaManagement
    • Lucid ChartManagement
    • ZendeskManagement
    • WordpressCMS
    • PardotCMS
    • SproutSocialCMS
    • SEMrushCMS
    • GoToWebinarCMS
    • ConfluenceCMS
    • AsanaCMS
    • SeismicCMS
    • SalesforceCRM
    • SalesloftCRM
    • GrooveCRM
    • GONGCRM
    • MailChimpEmail
    • ZoominfoLead Gen
    • SlackCollaboration
    • ZoomCollaboration
    • AsanaProject Management
    • SmartsheetProject Management
    • TrelloProject Management

Location

We are a SB-headquartered, remote-friendly company that supports a hybrid way of working. We believe in the power of in-person connection. Although our primary way of working is not based on all employees in 1 office every day, we make time for in-person connection during our most meaningful moments

An Insider's view of Artera

What’s the vibe like in the office?

The Artera team is a group of lively, driven and hardworking individuals. There is always music playing and dogs hanging- making it truly enjoyable to come into the office. The environment is very collaborative and exciting. I feel valued and challenged every day! 10/10 would recommend Artera!

Reid

Regional Sales Director

What kinds of technical challenges do you and your team face?

At the current growth stage of Artera, the biggest technical challenge we face is scaling. As a software engineer, it's an exciting time to be a part of the team. I have a direct role in helping us as we continue to grow and expand our tech stack to scale the organization to the next stage.

Anav

Senior Software Engineer

How does the company support your career growth?

As a Learning and Development Manager, my role is all about creating and implementing ways our entire organization can continue to grow and learn, keeping in mind one of our core values – Pursue Growth. I love the challenge of finding new innovative ways to bring strategic learning solutions to our employees.

Ryan

Learning and Development Manager

What unique initiatives do you have that encourage innovation?

At Artera, we believe in 'purposeful innovation'. We embed engineers in the product discovery phase so they learn more about the problems to solve. These engineering anchors have the empowerment to help us innovatively solve problems and is where critical innovation takes place for us.

Ashu

SVP of Engineering

What are Artera Perks + Benefits

Artera Benefits Overview

At Artera we recognize that our employees lead full lives in and outside of work and need our support both personally and professionally to truly achieve success. We invest in effective, accessible benefits and programs to support all of our employees by nurturing their whole selves. That’s what we call our Whole-Person approach to benefits and culture.

Artera benefits and cultural offerings are robust— and all have the intent to support different aspects of our employees’ lives and focus on the Whole Person:

Low cost medical, dental & vision plans: 5 medical plan options, one of which is available at no monthly cost to employees.

Groundbreaking access to mental health support: Employees on Artera (formerly WELL Health)’s healthcare plans can enjoy a $0 co-pay for in-network mental health visits and free, unlimited access to Ginger, the world’s first integrated mental healthcare system.

Fertility benefits for family planning: Artera (formerly WELL Health) offers a $10,000 lifetime credit for a variety of fertility diagnostic and treatment services for each individual on one of our insurance plans.

Robust & easy parental leave: Our parental leave benefits are truly comprehensive, and include:
-Up to 16 weeks of paid parental leave at 100 percent of base salary for all parents (birthing, non-birthing, and adoptive) welcoming a new child into their family.
-30 days of $30 worth of food delivery.
-Super simple leave planning and management with Cocoon.
-Childcare stipend for up to 3 months.

Remote-friendly, hybrid work environment: The future of work is now! Artera (formerly WELL Health) is a Santa Barbara-headquartered, remote-friendly company that supports a hybrid way of working. Our primary way of working is not based on all employees in one office every day, allowing us to continually increase the diversity, experiences, and perspectives of our team. Our employees live and work all around the world!

Career development opportunities: We provide customized learning experiences to strengthen innovation, creativity, empathy and leadership capabilities alongside critical technology skills. Our goal is to ensure all of our employees have the ability to thrive and succeed in their roles and beyond.

A few ways we #PursueGrowth at Artera (formerly WELL Health):
-Mentor Artera internal mentorship program
-Manager development cohorts
-Individual learning stipends
-Performance development check-ins in real-time

Diversity, equity, inclusion & belonging: Artera (formerly WELL Health) employees bring their full selves to work. Our multicultural, employee-led ‘Equity Groups (EGs)' reflect our dedication to creating an inclusive, equitable, and diverse workplace. Everyone is welcome to join any group as an identifying member or as an ally.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
Available groups: Health & Wellness, Women, Black & Latinx, South Asian, Asian, & Pacific Islander, Indigenous People, Inter-Faith, Sustainability, Parents, Disability, Veterans, and LGBTQIA+.
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
All employees on eligible benefit plans receive $0 in-network mental health and well-being benefits.
Financial & Retirement
401(K)
Company equity
WELL offers stock options through its equity grant plan that vest over a four-year period with a one-year cliff.
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Restricted work hours
Return-to-work program post parental leave
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid volunteer time
Flexibility if employees want to volunteer during normal business hours.
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Company-sponsored happy hours
Onsite office parking
We offer employees free on-site parking in our lot, and a parking subsidy for when the lot is full.
Pet friendly
Relocation assistance
Home-office stipend for remote employees
Professional Development
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

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