[Hiring] Senior Production Support Analyst @Matrix Medical Network

Role Description

The Senior Production Support Analyst is the senior operational owner for the member scheduling and access platform, covering scheduling for in-home and telehealth assessments, primary care visits, and quality and care-gap closure visits. The analyst leads Tier 2 and Tier 3 incident response, owns root cause and problem management, and sets the monitoring, runbook, and release validation standards for the platform and its integrations.

• Type: Full Time, Salary
• Compensation: $101,000-$151,000; Bonus 10%
• Location: Fully Remote, must be in the United States
• Hours: Full Time Days

What to expect:

• Lead Tier 2 and Tier 3 incident intake, triage, and diagnosis.
• Monitor platform availability, SMS delivery, and integration feeds.
• Diagnose integration failures and resolve complex scheduling data errors.
• Own problem management and lead root cause analysis.
• Quantify conversion impact using scheduling and outreach analytics.
• Serve as first contact and escalation point for partners.
• Take part in sprint ceremonies and define production readiness.
• Own runbooks, known-issue lists, and automate recurring support tasks.
• Report monthly on incidents and mentor support staff.
• Follow corporate security policies and HIPAA requirements.

Qualifications

• 8+ years of technical support experience in a corporate environment.
• 3+ years writing SQL queries to diagnose and resolve data issues.
• Demonstrated experience leading high-severity incidents.
• Proven ability to identify trends in submitted issues.
• Experience with IT service management or ticketing tools.
• Hands-on experience troubleshooting API and system integrations.
• Experience with monitoring and alerting tools.
• Experience working with engineering teams in an Agile model.
• Experience supporting systems that handle PHI.
• Strong troubleshooting and decision-making skills.

Requirements

• Experience supporting healthcare scheduling or EHR integration technology.
• Experience with event-driven architectures.
• Scripting experience (Python or PowerShell).
• Experience with generative AI and AI-enabled productivity platforms.
• Experience with Internet Information Services (IIS).

Benefits

• Medical, Dental, Vision
• Paid time off and paid holidays
• 401K with company matching
• Voluntary life insurance
• Short term and long term disability
• Employee assistance program
• Health savings account and flexible spending accounts
• Additional voluntary benefits available