Technical Support Senior Analyst

BASE COMPENSATION: $85,000 - $95,000 annually
LOCATION: Scottsdale, AZ
WORKPLACE SETTING: Onsite

POSITION SUMMARY
As the Technical Support Senior 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
10X Health System is a pioneering company at the forefront of the health and wellness industry, dedicated to revolutionizing the way individuals approach their personal health and well-being. With a philosophy rooted in the principle that optimal health is the foundation for a life lived to the fullest, 10X Health provides cutting-edge solutions and personalized health plans designed to empower individuals to achieve and maintain peak physical and mental performance.

The company's comprehensive approach to health combines the latest advances in medical science, nutrition, fitness, and technology to offer a suite of services that include state-of-the-art diagnostic testing, individualized treatment protocols, and ongoing support from a team of world-class health professionals. 10X Health's commitment to innovation and results has established it as a leader in the health optimization space, catering to those who strive to push the boundaries of what is possible in their health journey.

OBJECTIVES 

• Own escalated helpdesk ticket management across classification, clarification, escalation, resolution, and communication for both IT and Customer/Operations queues.
• Take ownership of vendor relationships on a defined progression — shadowing, then point-person with support, then independent ownership — including patch/update/release coordination
• Maintain and evolve ticket categorization taxonomy, including Ticket Type and Problem/Known Error linkage, and partner with AI/automation initiatives to reduce manual work
• Administer Jira Service Management (JSM) directly — workflows, fields, forms, automation rules, queue configuration, and user/agent provisioning — as the team's day-to-day system owner
• Maintain accurate, current documentation of technical processes, configurations, and issue-resolution procedures; contribute to Knowledge Base articles and SOPs
• Implement and maintain data security measures in compliance with healthcare industry and data privacy regulations
• Participate in quality assurance activities, including testing and validation of new or modified features and processes
• Serve as a key stakeholder in the end-to-end software development lifecycle, ensuring high-quality, timely delivery of solutions
• Define and uphold SLAs with clear, proactive communication on status and resolution.
• Mentor and coach Tier 1 team members on complex technical challenges; take initiative in running informal or structured 1:1s
• Build and own reporting — synthesizing team activity into clear, leadership-ready summaries rather than raw status updates
• Identify recurring problems, perform root cause analysis and drive permanent fixes rather than repeated manual resolution — an automation-first mindset
• Demonstrate sound judgment on when to escalate, when to decide independently, and when to loop in leadership
• Other responsibilities as required

• Strong understanding of customer support principles in a modern technology ecosystem.
• Excellent written and verbal communication; comfort adjusting tone and detail for technical peers vs. non-technical audiences
• Analytical, data-driven approach to investigation, decision-making, and reporting
• Demonstrated mentorship and collaborative negotiation skills
• Comfort with ambiguity — this role's scope will evolve based on performance and organizational need

• 3-5+ years in a client/user-facing Software Support or Quality Assurance role
• Hands-on Jira Service Management (JSM) administration experience — workflows, automation rules, fields/forms, queue and permission configuration — is required, not just end-user ticket experience
• ITIL 4 certification a strong plus; healthcare data privacy familiarity preferred
• Prior experience owning a vendor relationship, leading projects, or informally mentoring teammates — even without a formal management title — is a strong plus
• Bachelor's degree in a relevant field (computer science, healthcare management, or related discipline) preferred

PHYSICAL REQUIREMENTS

• Ability to spend prolonged periods working on a computer and communicating with patients and team members
• Ability to interact with patients virtually and occasionally in person
• Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions