Technical Support Senior Analyst
$85,000–$95,000 year
RemoteUnited States
Job Summary
Manage escalated helpdesk tickets across IT and customer queues, owning classification, resolution, and communication while defining SLAs with proactive status updates. Administer Jira Service Management workflows, automation rules, and queue configurations to optimize technology usage and reduce manual work. Maintain accurate documentation, contribute to knowledge base articles, and implement data security measures compliant with healthcare regulations. Perform root cause analysis to drive permanent fixes and automation, mentoring Tier 1 team members on complex technical challenges. Build reporting that synthesizes team activity for leadership. This role supports the evolution of customer and patient wellness platforms within 10X Health's health optimization space, requiring strong AI fluency for workflow automation and vendor relationship ownership.
Required Qualifications
- 3-5+ years in a client/user-facing Software Support or Quality Assurance role
- Hands-on Jira Service Management (JSM) administration experience — workflows, automation rules, fields/forms, queue and permission configuration
- ITIL 4 certification
- healthcare data privacy familiarity
- Ability to spend prolonged periods working on a computer and communicating with patients and team members
- Ability to interact with patients virtually and occasionally in person
Desired Qualifications
- Bachelor's degree in a relevant field (computer science, healthcare management, or related discipline)
- Prior experience owning a vendor relationship, leading projects, or informally mentoring teammates — even without a formal management title
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