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# Technical Support Specialist

- **Company:** Comtech Global
- **Location:** Philadelphia, PA, United States
- **Salary:** $58,240.0 - $62,400.0
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), JIRA, Software as a Service, Databases, System Configuration, Knowledge Management, Systems Integration, Web Applications, Fast Healthcare Interoperability Resources, Health Level Seven International, Zendesk, Api Management
- **Published:** May 19, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=0a7f47e9c5921396

## About the Role

* 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

## Description

* 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


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