Technical Support Analyst

POSITION SUMMARY

As the Technical Support Analyst for 10X Health, you will be responsible for driving the evolution of our customer and patient wellness platforms. Your role will involve ensuring user productivity, maintaining clean customer data, and keeping integrated services running smoothly and securely. This position covers all aspects of escalated service support for customers, patients, and users across our wellness software platforms.

The ideal candidate will have an analytical mindset with a keen attention to detail and a strong desire to resolve user- and data-related issues across multiple complex systems. You will work with a cross-functional team, collaborating with stakeholders and users across the business to identify and fix root causes. Your contributions will optimize technology usage, improve processes, and enhance the overall user experience.

ABOUT 10X HEALTH SYSTEM

We’re on a mission to 10X people’s wellness throughout the world by enhancing human performance. Modern medicine isn’t a patient-centric practice. We want to bring you on a wellness journey that’s going to change your life for the better and propel you to the next level. We do this by understanding your body and finding the missing raw materials that can help you perform more optimally. The 10X movement is about DOING, about being accountable. 10X Health is about BEING, and about optimal wellness, restoration, cellular repair, and regeneration. Together we'll swim upstream to discover the root cause of your symptoms and restore your passion, purpose, and physiology. We create someone who’s truly healthy and happy by giving you the missing resources you need to accomplish all of your goals!

OBJECTIVES

• Participate in technology helpdesk support ticket management (classification, clarification, escalation, resolution, and communication).
• Maintain accurate and up-to-date documentation of technical processes, configurations, and issue resolution procedures.
• Share knowledge and best practices with the technical support team and other relevant stakeholders.
• Serve as a mentor to team members, offering guidance and support in solving complex technical challenges.
• Work closely with vendors and internal teams to implement patches, updates, and new releases for relevant technology systems.
• Participate in quality assurance activities, including testing and validation of new and modified features/processes.
• Implement and maintain robust data security measures, ensuring compliance with healthcare industry and relevant data privacy regulations.
• Enforce the importance of customer success by defining and adhering to SLAs with clear communication on status and resolution.
• Participate in continuous improvement efforts of systems by leveraging resolution facts and proactively searching for permanent fixes to recurring problems.
• Be a key stakeholder of the end-to-end software development lifecycle, ensuring high-quality, timely delivery of software solutions that meet strategic requirements and delight users.
• Implement end-to-end validation protocols to verify system integration, data integrity, and the overall reliability of our healthcare technology ecosystem.
• Other duties, as required.

COMPETENCIES

• Understanding of customer support principles preferably in a modern technology ecosystem.
• Strong mentorship, people negotiation/collaboration skills and excellent written & verbal communication
• Analytical mindset with a data-driven approach to investigation, decision-making and outcomes.

EDUCATION AND EXPERIENCE

• Bachelor's degree in a relevant field (e.g., computer science, healthcare management, or a related discipline).
• Or, relevant/applicable recent professional Certifications and Accreditations.
• Proven experience (3+ years) in a client/user facing Software Support or Quality Assurance role.

PHYSICAL REQUIREMENTS

Must be able to frequently commute to the 10X Health Center in Aventura, FL

Prolonged periods of time sitting at a desk or computer

COMMITMENT TO DIVERSITY

As an equal opportunity employer committed to meeting the needs of a multigenerational and multicultural workforce, 10X Health System recognizes that a diverse staff, reflective of our community, is an integral and welcome part of a successful and ethical business. We hire local talent at all levels regardless of race, color, religion, age, national origin, gender, gender identity, sexual orientation, or disability, and actively foster inclusion in all forms both within our company and across interactions with clients, candidates, and partners.

If this position caught your eye, send us your resume! For best consideration, include the job title and source where you found this position in the subject line of your email to careers@10xhealthsystem.com. Already a 10X Health candidate? Please connect directly with your recruiter to discuss this opportunity.