Global Technology Division Team
United States

Senior Support Analyst

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Overview

Senior Support Analyst

United States

Global Technology Division Team - Full-time

About Dimagi

Dimagi is an award-winning social enterprise and a certified B-corp and Benefit Corporation. We build software solutions and provide technology consulting services to improve the quality of essential services for underserved populations. Our open-source technology platform, CommCare, is the world’s most widely-used and researched mobile data collection platform for frontline workers. Our choice to be a certified B-Corp and Benefit Corporation sends a clear signal to our partners, our team members, and our communities that we not only believe but also take action in using business as a force for good. Together they combine our passion and commitment to tackle complex health and social inequities and work towards a brighter future for all.

About the Position

Dimagi is seeking a Senior Support Analyst with excellent communication and problem-solving skills to assist the United States Health practice within Dimagi’s Global Technology division. The Senior Support Analyst will advance this work through cross-divisional collaboration, advanced troubleshooting, and the implementation of the division’s overall support strategy.

This position is based out of Cambridge, MA, and is open to remote employees within the United States and those in the Greater Boston Area. The analyst must be accountable during Eastern Time working hours (10 am - 3 pm) but can otherwise round out a 40-hour workweek with the schedule that works best for them. This position requires occasional holiday on-call coverage. 

Responsibilities

Dimagi is seeking a Senior Support Analyst for our US Health team who will be accountable across the following areas (categorized by audience).

CommCare Users

  • Serve as the frontline of support to our users for more complex issues. This includes troubleshooting complex issues with our software, flagging critical software errors, identifying the next steps to solve them, and maintaining communication with users throughout the process. 
  • Work with users to accurately document issues and resolutions, and collaborate with our developers to solve complex technical problems.

Government & Help Desk Stakeholders

  • Onboard Help Desks into new projects and systems. This may include organizing and running day-long training sessions on the system and being available during “go-live” to address any incoming questions from Help Desks.
  • Work with delivery teams to develop templatized support documentation for Help Desks.
  • Serve as a Support Liaison between Dimagi and clients by joining regular project standups with high-level stakeholders.

US Health Support Team 

  • Establish a senior role on the US Health Support team, including assisting junior members of the team with complex issues, working with the Support Team Lead to set up any new triaging processes for incoming tickets, and understanding when to efficiently leverage members of the project team to unblock on critical issues.
  • For projects with higher support SLAs, gain awareness and understanding of project documentation and processes (system release notes, bug board for Asana, etc.)
  • Serve as a mentor to new USH support team members and ensure that onboarding materials are relevant and up-to-date.

US Health Team 

  • Document and articulate support processes to members of the US Health team, as well as regularly updating internal documentation
  • Lead support-related onboardings for new US Health team members (overview of system and support structures).
  • Be responsible for meeting all US Health Support SLAs and flag to Project Directors and the Support Team Lead when they are being infringed upon.
  • Be accountable for handling communications for system-wide priority one escalations for US firefighting, including promptly responding to issues as they arise, directing the next steps, and providing regular updates through resolution.
  • Work with the Director of Technology and Product Manager to identify and keep up to date internal support metrics for project teams (e.g., showing reporting of # of tickets coming in, breakdown by project, etc.)

Relevant Skills

  • Desire to make a social impact
  • Between 1-3 years of experience providing software customer service or technical support OR between 1-3 years in a technology/technology adjacent role
  • Outstanding written and spoken communication skills
  • Excellent relationship-building skills and demonstrated patience in working with users
  • Strong ability to pick up new technologies
  • Great attention to detail and problem-solving skills
  • Eligible to work in the United States

Bonus Skills

  • Technical Degree – B.Tech/BE – any specialization, BCA, B.Sc – Comp.Science/IT or an equivalent degree
  • Experience managing individuals and/or teams
  • Fluency in other languages (preferably Spanish)
  • Experience working with global, distributed teams

Compensation and Benefits: 

We aim to make a difference, not just as a company but also as an employer. We are transparent about salaries at all levels of the organization and have a standard, global pay scale for all positions. Our salaries are cost of living adjusted and non-negotiable. The estimated salary range for this position is 52,127 - 75,085 USD annually. Your final salary within the range will be dependent on where you are geographically based and might fall outside of this estimated range. 

However, the benefits we offer are geared towards having a strong impact on our staff’s well-being. A few of our key benefits are outlined below:

  • 100% employer-sponsored medical insurance paired with a generous Health Reimbursement Account (HRA) fund
  • Access to voluntary dental and vision insurance plans
  • A 401K plan with up to a 4% employer match
  • 30 days paid time off inclusive of holidays 
  • Unlimited sick time and excellent parental leave policy
  • Access to a flex-time policy that allows employees to work based on a flexible work schedule
  • Access to an Employee Assistance Program (EAP) through Magellan Healthcare

Dimagi is an Equal Opportunity Employer. We celebrate and support diversity and are committed to providing a work environment that is inclusive and free of discrimination and harassment. All employment decisions are based on individual qualifications without regard to race, color, religion, age, sex, sexual orientation, ethnicity, gender identity and expression, national origin, family or parental status, veteran or disability status.

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