Technical Support Engineer Apprenticeship- remote

Apprenticely is helping Porter hire a Technical Support Engineer in Rogers, AR. 

In this position, you will provide technical support for any inbound calls, emails, and/or chats from clients, partners, or consumers about technical issues and incidents.  In this role, a deep understanding of the product and underlying technology will be required to analyze, diagnose, identify the root cause, work with the product teams to resolve, and effectively communicate the status and results with the client, partner, and consumer.  This role will also be accountable for monitoring the availability, performance, and functionality of products and product integrations. 

About our Company Partner:

At Porter, We are here to make healthcare simpler and easier for everyone. As we navigate individuals through the healthcare maze and create connectivity between the silos of care, we remove this confusion and eliminate unnecessary and wasteful healthcare spending. Driven by robust AI analytics, Porter’s Care Guide team helps the member navigate the healthcare delivery system, secures the right support for each member’s specific needs, and directs Porter’s team of expert clinicians to perform comprehensive in-home assessments, complete with lab and diagnostic testing. By coordinating the complexities of each unique care journey, Porter helps close the gaps with the largest impact on quality measures, total cost of care, risk adjustment, and member experience. 

• Accountable for the issue management, monitoring, and support of Porter’s Production Platforms. 
• Manage incoming issues, problems, and security tickets in a timely manner based on business implications and risks.
• Assemble cross-functional team members to address critical and/or high-priority tickets through resolution.
• Develop Root Cause Analysis for issues and propose solutions to address this issue from future re-occurrence.
• Establish real-time monitoring and alerting capability that supports Porter’s Service Level Agreements.
• Develop and Implement escalation and communication procedures for both internal and external stakeholders.
• Responsible for problem-solving, detailed analysis, issue identification, and resolution.
• Develop runbooks, or build tools, used by other Technical Support Engineers.
• Identify customer pain points, and raise concerns with engineering, to implement support improvement opportunities. 
• Develop a dashboard to identify incident and problem management trends that can be added to the product backlog. 
• Communicate product health statistics including availability, performance, and incidents on a regular frequency.

• 5 years experience in L2 and L3 support for AWS and SaaS solutions.
• 2-3 years experience managing an L2, L3 Help Desk.
• 2-3 years of experience automating the monitoring and alerting of platform availability and performance.
• 2-3 years of experience working with Software and Cloud engineering teams to identify and resolve issues.
• Proven experience in incidents, problem, and change management practices and handled high-impact incidents.
• Strong understanding of support processes – SLA, handling tickets, monitoring, processes, and metrics.
• Ability to manage and support a 24x7 operation.    
• Strong degree of empathy for the customer experience.
• Excellent verbal and written communication skills.

• Ability to work in the United States without a current or future need for sponsorship

What's an Apprenticeship? An apprenticeship is a full time position with a focus on learning! During your first year of employment, you are guaranteed formal training, a mentor, and a pay raise! Employers who have committed to the apprenticeship model for hiring are committing to building you and your career. You're encouraged to apply even if your experience doesn't precisely match the job description. Apprenticeship positions welcome diverse applicants who are looking to grow their career in IT! 

How does the interview process work? We want to get to know you! Apprenticely will conduct an initial phone interview and knowledge assessment. If your skills and interest match with the employer's needs, we'll share your resume or ask you to apply directly with them. After that, the employers will continue with their recruiting and interview process. If you are a match, an offer will be made for you to get started in your new apprenticeship role! We'll be here to make sure your apprenticeship year goes smoothly and that you are set up for career growth and success!

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The Arkansas Center for Data Sciences dba Apprenticely will not discriminate against apprenticeship applicants or apprentices based on RACE, COLOR, RELIGION, NATIONAL ORIGIN, SEX (INCLUDING PREGNANCY AND GENDER IDENTITY), SEXUAL ORIENTATION, GENETIC INFORMATION, OR BECAUSE THEY ARE AN INDIVIDUAL WITH A DISABILITY OR A PERSON 40 YEARS OLD OR OLDER. Apprenticely will take affirmative action to provide equal opportunity in apprenticeship and will operate the apprenticeship program as required under Title 29 of the Code of Federal Regulations, part 30