Remote Production Support Analyst — Health IT & Scheduling

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

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.