Operations Specialist - Technical

Direct Supply is building the future of healthcare technology with industry-leading products, solutions and platforms to help improve the lives of millions of seniors and those who care for them.

In the Technical Operations Specialist position, you’ll serve as the technical bridge between Product Management, Engineering, Customer Success, and Operations to ensure successful implementation, adoption, and ongoing support of the TELS Platform. You’ll lead the operational execution of technical initiatives that require deep product expertise, including customer implementations, integrations, advanced technical support, and process improvements. By partnering across teams, you’ll improve operational efficiency, enhance the customer experience, and support scalable platform adoption.

Skills Needed:

• Provides Customer Value - Delivers cutting-edge, tech-driven solutions paired with outrageous customer service with an eye to profitability. Seizes opportunities that reward both the customer and DS, fostering robust customer relationships.
• Solves Problems - Uses technology and sharp logic to craft inventive solutions to complex issues, digging deep to tackle root causes. Conducts impartial analysis, leaving no stone unturned for comprehensive insights.
• Applies AI and Technology - Identifies opportunities to boost efficiency and add value using AI and tech. Embraces and applies digital innovations and tech solutions to build business. Eagerly learns and integrates new technologies where they matter most.
• Effectively Collaborates - Forges strong partnerships and works productively with others to achieve common goals. Finds common ground to solve problems and seeks out diverse perspectives to inform decisions. Quickly earns trust, puts others at ease, and shows empathy.
• Demonstrated ability to communicate complex technical concepts clearly to technical and non-technical audiences.

What You’ll Do and Impact:

• Provide Tier 3 technical support by investigating complex customer issues, validating product behavior, identifying configuration or operational solutions, and partnering with Engineering to resolve product defects and software issues.
• Coordinate technical implementations and integration projects, including API onboarding, SFTP connections, Single Sign-On (SSO), platform configuration, project timelines, customer communications, and launch readiness.
• Support product launches and customer implementations by validating processes, testing new functionality, maintaining technical documentation, and enabling Customer Success and Operations teams.
• Improve operational efficiency by leveraging AI, standardizing support processes, and analyzing operational trends to recommend process improvements and product enhancements.
• Serve as the primary technical resource for advanced platform configuration, reporting, integrations, authentication, permissions, and customer-specific technical inquiries.
• Partner across Product Management, Engineering, Customer Success, Sourcing, Marketing, and external partners to coordinate integrations, maintain clear ownership and escalation paths, and support successful platform delivery.

• Bachelor’s degree in Information Technology, Computer Science, Business, or a related field.
• 3+ years of experience supporting SaaS platforms, technical implementations, system integrations, or technical operations.
• Experience supporting customer implementations, integrations, or software deployments.
• Experience troubleshooting technical issues and communicating solutions to technical and non-technical audiences.
• Experience collaborating with cross-functional teams, including Product Management, Engineering, Customer Success, and third-party vendors.
• Working knowledge of SQL for troubleshooting, reporting, and data analysis.
• Experience leveraging AI tools to improve operational efficiency and automate workflows preferred.