Production Support Analyst

Matrix-Medical-Network; United States; Remote; USD 69,000 - 103,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Paid time off

Paid holidays

401K with company matching

Voluntary life insurance

Short term disability

Long term disability

Employee assistance program

Health savings account

Flexible spending accounts

Additional voluntary benefits

Job summary

Matrix Medical Network is seeking a Production Support Analyst to keep the member scheduling and access platform running reliably. The role involves Tier 2 incident triage, data fixes, and working with scheduling platform engineering, Data/QA, IT Service Desk, and health plan partners.

You will monitor platform health, troubleshoot PHI-sensitive data issues with SQL, validate releases, and participate in backlog refinement with a cross-functional team.

Qualifications

• 2+ years in technical support within a corporate environment, including production systems.
• 1+ year writing SQL queries to diagnose and resolve data issues.
• Experience with incident management and IT service management or ticketing tools.
• Working knowledge of HIPAA/PHI handling or ability to train.
• Understanding of API and system integration to troubleshoot failures.
• Strong troubleshooting, decision-making, and communication skills.
• Ability to manage priorities in a fast-paced environment, independently or as part of a team.

Responsibilities

• Monitor platform availability, SMS delivery, and integration feeds; tune alerts with engineering.
• Own Tier 2 incident intake, triage, and diagnosis with reproduction steps.
• Resolve scheduling data errors and PHI-safe data issues using SQL and approved tools.
• Serve as first contact for health plan and scheduling partner integration issues; track SLAs.
• Validate production releases and perform smoke tests with QA; monitor post-release issues.
• Lead root cause analysis with engineering and document backlog items.
• Maintain runbooks, known-issue lists, and escalation paths.
• Report monthly on incidents, root causes, and MTTR.
• Collaborate with IT Service Desk to meet SLAs and follow HIPAA policies.
• Perform additional duties as assigned.

Skills

2+ years in technical support

SQL queries

Incident management

HIPAA/PHI handling

API & integration concepts

Troubleshooting & communication

Independent/team work

Education

Bachelor's degree preferred or equivalent experience

Tools

SQL

Jira

Azure DevOps

IIS

SQL Reporting Services (SSRS)

Job description

Overview

Production Support Analyst

(Remote)

About Us:

Matrix Medical Network is the nation's leading independent provider of comprehensive in-home health assessments, serving Medicare Advantage, Managed Medicaid and Commercial patients across all 50 states. With a network of 3,000 + clinicians, we deliver personalized Whole Person Care that includes diagnostic testing, risk identification, medication management and preventive health education, empowering people to better manage acute and chronic conditions. Guided by our mantra- We see you. We hear you. We've got you.- and our core values of Integrity, Accountability, Trust, Respect and Passion, we are committed to creating a culture where both patients and teammates feel valued, supported and heard.

Why Work at Matrix?

• The opportunity to work with one of the fastest growing companies in healthcare whose vision is to provide unparalleled quality and value to providers and members.
• A chance to work with great people on exciting projects.
• Our opportunities allow you to leverage your expertise and compassion, making a direct impact to the health and well-being of members.
• Competitive Compensation: Be rewarded for your effort and passion while making a difference in the community.

Responsibilities

About the role:

Type: Full Time, Salary

Compensation: $69,000-$103,000

Location: Fully Remote, must be in the United States

Hours: Full Time Days

Benefits Offered to include:

• Medical
• Dental
• Vision
• paid time off
• paid holidays
• 401K with company matching
• voluntary life insurance
• short term disability
• long term disability
• employee assistance program
• health savings account
• flexible spending accounts
• additional voluntary benefits available.

What to expect:

The Production Support Analyst keeps the member scheduling and access platform running reliably. The platform is the front door of the member journey, covering scheduling for in-home health assessments and primary care visits. The analyst monitors platform and integration health, owns Tier 2 incident triage and data fixes, and turns recurring issues into prioritized backlog items.

The role works closely with the Senior Product Owner, the scheduling platform engineering team, the central Data and Quality Assurance (QA) teams, IT Service Desk, and external scheduling and health plan partners.

Responsibilities

• Monitor platform availability, SMS delivery, provider capacity outputs, and health plan, EHR, and scheduling network integration feeds. Tune alerts with engineering.
• Own Tier 2 incident intake, triage, and diagnosis. Escalate to engineering with reproduction steps and impact, and keep business stakeholders updated.
• Resolve scheduling data errors, duplicate or orphaned appointments, and member access cases using SQL and approved tooling, following PHI handling controls.
• Serve as first contact for health plan and scheduling partner integration issues. Track partner SLAs and open items to closure.
• Validate production releases, run smoke tests with QA, and watch for post-release regressions.
• Lead root cause analysis with engineering, recommend process improvements, and submit findings to the Senior Product Owner as prioritized backlog items.
• Maintain runbooks, known-issue lists, and escalation paths so coverage does not depend on one person.
• Report monthly on incidents, root causes, repeat issues, and mean time to detect and resolve.
• Work with the IT Service Desk on assigned items and meet all Service Level Agreements.
• Follow corporate security policies and HIPAA requirements when handling protected health information (PHI).
• Other duties as assigned.

Qualifications

Required Qualifications

• 2+ years of technical support experience in a corporate environment, including operational support for production systems.
• 1+ year writing SQL queries to diagnose and resolve data issues.
• Experience with incident management and an IT service management or ticketing tool.
• Working knowledge of HIPAA and PHI handling, or ability to complete training before receiving production access.
• Understanding of API and system integration concepts sufficient to troubleshoot integration failures.
• Strong troubleshooting, decision-making, and written and verbal communication skills.
• Ability to prioritize and meet deadlines in a fast-paced, changing environment, and to work independently or on a team with good judgment.

Preferred Qualifications

• Experience supporting healthcare scheduling, contact center, or EHR integration technology.
• Experience with monitoring and alerting tools and log analysis.
• Experience with Jira or Azure DevOps.
• Experience with SQL Reporting Services and Internet Information Services (IIS).
• Experience reading or debugging Java or VB/.NET code.

Education

Bachelor’s degree preferred, or equivalent experience in an application or production support role with SQL troubleshooting, ideally in healthcare.

Our Culture:

• We have a clear vision of where we are going, and we are guided by core values that embody our organization and our culture.
• We emphasizes innovation and growth, and you will be given the opportunities and tools to develop personally and professionally.
• We encourage and celebrate collaboration.
• We have a deep commitment to positively impact the communities in which we work and to make a difference in the lives of who we serve.

Matrix Medical Network is an Equal Employment Opportunity Employer. It is the policy of Matrix to provide equal employment opportunities without regard to race, color, religion, sex, gender identity or expression, pregnancy, age, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law. It is also the policy of Matrix that qualified individuals with disabilities receive equal opportunity in regard to job application procedures, hiring, and all aspects of the employment process. Matrix is committed to the full inclusion of all qualified individuals. Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of Matrix to provide reasonable accommodation when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. If reasonable accommodation is needed to participate in the job application or interview process, pre-employment testing, to otherwise participate in the selection process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [e-mail].