Technical Support Specialist

• Resolve escalated support tickets across product portfolio, navigating product-specific technical nuances including EHR integrations, data workflows, and platform configurations
• Diagnose and troubleshoot advanced technical issues spanning software configurations,
• API integrations, SSO implementations, and user-reported defects
• Maintain 98%+ first response SLA compliance (8-hour target) while managing competing priorities across product lines
• Triage and route issues to appropriate engineering teams, translating customer problems into actionable technical requirements

Engineering & Product Collaboration (25%)

• Partner with engineering to reproduce, document, and validate defect fixes
• Participate in defect triage meetings, advocating for customer impact and priority
• escalation
• Surface recurring technical issues and customer friction points to inform product roadmap

Knowledge Management & Enablement (20%)

• Create and maintain multi-product knowledge base articles to drive user adoption and
• self-enablement
• Document product-specific technical patterns and common resolution paths to reduce
• repetitive escalations
• Track and analyze support trends to identify systemic issues requiring engineering attention

External Communication (5%)

• Translate complex technical concepts into accessible language for non-technical audiences
• escalations
• Manage customer expectations during extended troubleshooting or engineering
• Educate customers on technical best practices to prevent recurring issues

Success Metrics Operational Excellence:

• Maintain 98%+ first response SLA compliance across all product lines
• Reduce resolution time for repeat issues through improved documentation
• Close 80%+ of assigned tickets without re-escalation
• Navigate internal and external interactions with an eye for collaboration and practices of customer service.

Cross-Functional Impact:

• Contribute technical input to 90%+ of applicable product/engineering discussions
• Document 15+ high-quality knowledge base articles per quarter
• Enable implementation team to self-resolve 30% of technical questions

• 1+ years of experience in healthcare technology, including EHR integrations, data workflows, and SaaS platform configurations.
• Proven success supporting SaaS products with complex integrations such as EHR, API, and SSO.
• Demonstrated ability to maintain SLA compliance in fast-paced, high-volume support environments.

Technical Skills:

• Strong troubleshooting methodology across web applications, APIs, and database systems
• Proficiency with support platforms (Zendesk, Jira) and ticketing workflows
• Ability to read and interpret logs, API responses, and basic SQL queries (nice to have)
• Familiarity with healthcare data standards (HL7, FHIR) (nice to have)

Organizational Skills:

• Experience working in fast-scaling organizations where processes are actively evolving
• Comfortable navigating ambiguity and building cross-functional relationships

Communication:

• Exceptional written and verbal communication for technical and non-technical audiences
• Ability to document complex technical solutions clearly and concisely

Security Requirements

• U.S. Citizenship Required: Applicants must be U.S. citizens and able to obtain and maintain Public Trust security clearance. Selected candidates will be subject to a government security investigation and must meet all eligibility requirements., * Healthcare SaaS or behavioral health technology experience
• Exposure to multiple product lines within a single organization
• Background in solutions engineering or customer success engineering

Pay: $28.00 - $30.00 per hour