Note: The job is a remote job and is open to candidates in USA. 10X Health System is a pioneering company at the forefront of the health and wellness industry, dedicated to revolutionizing the way individuals approach their personal health and well-being. As the Technical Support Senior Analyst, you will be responsible for driving the evolution of customer and patient wellness platforms, ensuring user productivity, maintaining clean customer data, and managing escalated service support across wellness software platforms.
Responsibilities
- Own escalated helpdesk ticket management across classification, clarification, escalation, resolution, and communication for both IT and Customer/Operations queues
- Take ownership of vendor relationships on a defined progression — shadowing, then point-person with support, then independent ownership — including patch/update/release coordination
- Maintain and evolve ticket categorization taxonomy, including Ticket Type and Problem/Known Error linkage, and partner with AI/automation initiatives to reduce manual work
- Administer Jira Service Management (JSM) directly — workflows, fields, forms, automation rules, queue configuration, and user/agent provisioning — as the team's day-to-day system owner
- Maintain accurate, current documentation of technical processes, configurations, and issue-resolution procedures; contribute to Knowledge Base articles and SOPs
- Implement and maintain data security measures in compliance with healthcare industry and data privacy regulations
- Participate in quality assurance activities, including testing and validation of new or modified features and processes
- Serve as a key stakeholder in the end-to-end software development lifecycle, ensuring high-quality, timely delivery of solutions
- Define and uphold SLAs with clear, proactive communication on status and resolution
- Mentor and coach Tier 1 team members on complex technical challenges; take initiative in running informal or structured 1:1s
- Build and own reporting — synthesizing team activity into clear, leadership-ready summaries rather than raw status updates
- Identify recurring problems, perform root cause analysis and drive permanent fixes rather than repeated manual resolution — an automation-first mindset
- Demonstrate sound judgment on when to escalate, when to decide independently, and when to loop in leadership
- Other responsibilities as required
Skills
- 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 — is required, not just end-user ticket experience
- Strong understanding of customer support principles in a modern technology ecosystem
- Excellent written and verbal communication; comfort adjusting tone and detail for technical peers vs. non-technical audiences
- Analytical, data-driven approach to investigation, decision-making, and reporting
- Demonstrated mentorship and collaborative negotiation skills
- Comfort with ambiguity — this role's scope will evolve based on performance and organizational need
- 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
- ITIL 4 certification a strong plus
- Healthcare data privacy familiarity preferred
- Prior experience owning a vendor relationship, leading projects, or informally mentoring teammates — even without a formal management title — is a strong plus
- Bachelor's degree in a relevant field (computer science, healthcare management, or related discipline) preferred
Benefits
- Remote
Company Overview