Business System Support Analyst

🕒 September 29

🇺🇸 United States – Remote

💵 $96k - $118k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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HFD

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

💼 Consulting

🛡️ Insurance

Healthcare • Consulting • Insurance

HFD is a company that offers affordable financing options for patients seeking healthcare services in various specialties, including dental, orthodontics, veterinary, audiology, vision, and cosmetics. The company is committed to providing pay-over-time solutions that are accessible to nearly every patient, regardless of their credit score, addressing a significant challenge faced by traditional lenders. HFD's platform aims to improve patient approval rates, reduce financial barriers to treatment, and support healthcare providers by minimizing the discomfort of financial discussions with patients. HFD partners with healthcare providers to onboard them onto their platform, facilitating seamless patient financing experiences.

📋 Description

• Monitor incoming tickets and alerts across queues, triage by severity and urgency, and route requests to the correct SRE engineer or on-call rotation • Serve as the first point of contact for internal requests to the SRE team and track requests through resolution • Maintain accurate documentation for systems, processes, and recurring issues • Capture knowledge after incidents and change events • Create, update, organize, and retire runbooks in partnership with SRE engineers • Track ticket volume, triage SLAs, and documentation coverage; produce regular status summaries for SRE leadership • Analyze incidents and recurring alerts using logs, metrics, and dashboards to isolate root causes and surface trends • Write and run SQL queries against production and reporting databases to validate data, investigate anomalies, and answer operational questions • Build and maintain recurring reports and dashboards for ticket trends, reliability KPIs, and roadmap progress • Use AI and LLM-based tools to accelerate issue analysis, summarize incident timelines and log output, cluster related tickets, identify failure patterns, and draft runbook and post-incident content • Identify recurring issues or documentation/runbook gaps and propose improvements • Liaise between SRE, support, and engineering teams to keep ticket status and priorities visible • Coordinate execution of General Engineering roadmap initiatives across site reliability, company efficiencies, and technical/foundational engineering improvements • Support planning and prioritization of the annual General Engineering roadmap with SRE leadership • Define and track roadmap KPIs such as uptime improvement, deployment frequency, and mean-time-to-recovery • Share roadmap status and priorities with engineering teams, leadership, and cross-functional stakeholders • Flag roadmap adjustments based on business needs, technical debt, and emerging infrastructure risks

🎯 Requirements

• 5+ years in a technical support, IT operations, service desk, or analyst role • Experience with a ticketing platform (e.g., Jira Service Management, ServiceNow, Zendesk) • Working proficiency in SQL, including independently writing joins, aggregations, and filtered queries against relational databases such as PostgreSQL, MySQL, or SQL Server • Demonstrated technical analysis skills interpreting logs, metrics, and monitoring data to identify patterns and root causes • Experience with reporting or BI/observability tooling such as Looker, Power BI, Tableau, Grafana, or Datadog is a plus • Hands-on use of AI/LLM tools such as Claude, ChatGPT, or Copilot to analyze issues and trends, summarize logs and incident data, identify patterns, and draft documentation • Sound judgment about verifying AI/LLM output and handling sensitive data • Strong written communication skills • Comfortable authoring and maintaining technical documentation • Basic understanding of incident management concepts, including severity levels, escalation, and on-call processes • Familiarity with runbook/knowledge-base tooling such as Confluence, Notion, or internal wikis • Ability to pay close attention to detail • Self-motivated • Ability to multitask and excel in a fast-paced environment

🏖️ Benefits

• Medical, Dental, Vision Insurance • 401k with 4% company match • Unlimited PTO • 6 days of paid sick time • 6 paid holidays • 1 floating holiday (from the HFD approved list) • EPIC company culture