Job Details

Who We Are

Claritas Rx is a venture-backed digital health startup that brings clarity to the challenges of specialty biopharmaceutical products in the marketplace. In today's highly complex specialty networks, our mission is to illuminate the patient experience beyond the clinical trial. Claritas Rx leverages a proprietary technology platform and deep manufacturer expertise to automate and integrate channel, commercial, and clinical data and help biopharmaceutical companies generate actionable business insights. Our work uncovers the real-world variables impacting patient access, duration of therapy, and other metrics key to commercial success, making a real impact on patient healthcare.

This will be a contract position for a period of 6 months

The Production Support Analyst is a critical member of the team responsible for ensuring the reliability, performance, and availability of our healthcare data aggregation and analytics SaaS platform. This role involves monitoring production systems, triaging and resolving issues, and collaborating with cross-functional teams to provide exceptional support to both internal and external customers. The ideal candidate will have a strong technical background, experience in production support or technical troubleshooting.

Key Responsibilities:

• Monitor and Support Production Systems:
• Proactively monitor the SaaS platform for issues related to data ingestion, transformation, aggregation, and analytics.
• Identify, diagnose, and resolve incidents to minimize downtime and impact on users.
• Issue Triage and Resolution:
• Ensure timely and effective resolution for user-reported issues.
• Triage and escalate complex problems to engineering or product teams as needed.
• Collaboration and Communication:
• Work closely with engineering, data management, and customer success teams to ensure smooth operation and customer satisfaction.
• Communicate status updates and resolutions to stakeholders in a clear and timely manner.
• Incident Management:
• Document all incidents, troubleshooting steps, and resolutions in the ticketing system.
• Participate in post-incident reviews to identify root causes and recommend improvements.
• Support Continuous Improvement:
• Contribute to the development of support documentation, knowledge base articles, and training materials.
• Suggest process and tooling improvements to enhance the efficiency and effectiveness of the support function.
• Technical Troubleshooting:
• Troubleshoot technical and non-technical issues using available resources and documentation.
• Execute minor SQL queries or scripts to verify data integrity and support issue resolution.

Who You Are

Required Qualifications

• Experience:
• 2+ years of experience in production support, technical support, or a related role.
• Experience with SaaS platforms, data aggregation, or analytics solutions preferred.
• Technical Skills:
• Basic understanding of SQL and database concepts.
• Familiarity with monitoring tools, ticketing systems, and incident management processes.
• Experience in Python scripting language.
• Soft Skills:
• Strong analytical and problem-solving abilities.
• Excellent communication and collaboration skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Domain Knowledge:
• Foundational knowledge of healthcare data, analytics, or related fields is highly desirable.
• Technical Exposure:
• Experience with QuickBase, cloud platforms (e.g., AWS), data integration tools, or analytics platforms.
• Familiarity with agile methodologies and tools such as JIRA.

Join Us

We are seeking to add new expertise and perspective to our strong team of experienced professionals. We aspire to a culture of accelerated professional development through:

• shared learning and collaboration
• a respectful and fun work environment
• employee empowerment through the effective use of technology and tools

In addition to our great environment, we offer a competitive salary of $40-50/ Hour and the opportunity to make a significant impact on a first-in-industry digital health solution. Please send a cover letter along with your resume when applying to the position of interest. Claritas Rx embraces diversity, equality, and transparency. We are committed to building a team that comprises a variety of backgrounds, perspectives, and talents. We believe the more inclusive we are, the better we are.

Join us and discover what it feels like to be part of an environment that rewards ingenuity, risk taking and smart work. It's time to fall in love with what you do!