Senior Production Support Lead - Scheduling & Integrations

Matrix Medical Network

United States

Remote

USD 101,000 - 151,000

Full time

5 days ago

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Benefits offered by this job

Medical

Dental

Vision

Paid time off

401K with company matching

Life insurance

Short/Long term disability

Employee assistance program

Health savings account

Flexible spending accounts

Job summary

Matrix Medical Network is seeking a Senior Production Support Analyst to own the member scheduling and access platform in a fully remote role within the United States. You will lead Tier 2/3 incident handling, coordinate with engineering and health-plan partners, and drive problem management and release validation for PHI-handling systems.

You will monitor availability, diagnose API and data issues, and quantify incident impact on visit conversions.

Qualifications

8+ years of technical support experience in a corporate environment, including 3+ years in Tier 2/3 or production support for business-critical applications.
3+ years writing SQL queries to diagnose and resolve data issues in production.
Experience leading high-severity incidents and conducting root cause analysis and post-incident reviews.
Proven ability to document issues clearly for prioritization decisions and communicate status to senior leadership.
Experience with IT service management tools and ITIL-based practices.

Responsibilities

Lead Tier 2 and Tier 3 incident intake, triage, and diagnosis.
Monitor platform availability, SMS delivery, member portal, and integration feeds; define thresholds and dashboards.
Diagnose integration failures by analyzing API requests, responses, logs, and event flows.
Resolve complex scheduling data errors using SQL and approved tooling.
Own problem management and drive root cause analysis with engineering.
Quantify conversion impact and report to product and leadership.
Mentor and train support staff; ensure service levels with partners.