Support Analyst

The Support Analyst will perform initial troubleshooting and issue replication, document findings, and escalate complex, high-priority, or unresolved issues to the Support Lead when additional technical or cross-functional involvement is required.

This role works closely with the Support Lead and, as appropriate, Product, Engineering, QA, Implementation, Customer Operations, and other internal teams to resolve customer-impacting issues and provide a high level of service to customers and end users.

The ideal candidate is organized, technically capable, customer-focused, detail-oriented, and comfortable working as part of a team in a fast-paced healthcare technology environment.

Essential Duties and ResponsibilitiesSupport Operations

• Monitor assigned and incoming Support requests and ensure tickets are appropriately prioritized, investigated, documented, and followed through to resolution.
• Respond to customer support requests in accordance with established service, communication, and response expectations.
• Escalate high-priority, complex, or customer-impacting issues to the Support Lead appropriately and promptly.
• Follow established standards for ticket quality, responsiveness, documentation, troubleshooting, escalation, and customer communication.
• Collaborate with the Support Lead and Support teammates on complex customer issues.
• Maintain ownership of assigned tickets and provide appropriate follow-up through resolution.
• Identify opportunities for process improvement and share feedback with the Support Lead.
• Contribute to a culture of accountability, responsiveness, teamwork, and continuous improvement within the Support team.

Technical Support & Troubleshooting

• Provide hands-on technical support for company applications, systems, and related processes.
• Troubleshoot reported application issues and work to identify the underlying cause.
• Perform appropriate troubleshooting, issue replication, and documentation before escalating complex issues to the Support Lead or other appropriate internal teams in accordance with established escalation procedures.
• Review available application data, system behavior, logs, database information, interfaces, or other relevant information when investigating issues, as appropriate for the role.
• Help distinguish application defects from user error, configuration issues, data issues, training gaps, or enhancement requests.
• Assist with investigation of application workflows, data feeds, integrations, notifications, and other system processes as needed.
• Identify recurring issues and flag patterns or concerns to the Support Lead.
• Validate resolutions or fixes when requested and confirm expected application behavior.

Incident Management & Escalation

• Participate in the Support response to high-priority production issues and incidents.
• Immediately escalate critical or high-impact issues to the Support Lead.
• Clearly document the reported issue, customer impact, troubleshooting performed, findings, and relevant supporting information.
• Provide customers and internal stakeholders with timely updates in accordance with established incident procedures and direction from the Support Lead.
• Assist with troubleshooting, testing, validation, and follow-up through resolution.
• Identify recurring production issues and communicate patterns or systemic concerns to the Support Lead.

Ticket & Process Management

• Ensure assigned support tickets contain sufficient information, including the reported problem, affected user or customer, steps to reproduce when applicable, troubleshooting performed, screenshots or supporting information, business impact, and priority.
• Monitor assigned tickets for aging, response expectations, required follow-up, and timely resolution.
• Proactively follow up on stalled tickets or issues requiring additional information or cross-functional assistance.
• Maintain accurate and current ticket status, notes, and customer communications.
• Follow established Support workflows, standard operating procedures, and escalation procedures.
• Contribute to troubleshooting guides, knowledge-base articles, FAQs, and other Support documentation.
• Identify recurring issues, documentation gaps, and opportunities to improve Support efficiency and share recommendations with the Support Lead.

Customer & Cross-Functional Support

• Handle customer concerns in a professional, helpful, objective, and timely manner.
• Communicate technical issues, troubleshooting steps, and resolutions clearly to both technical and non-technical audiences.
• Collaborate with Product, Engineering, QA, Implementation, Customer Operations, and other internal teams when directed or when cross-functional support is required.
• Surface recurring customer issues, workflow challenges, training gaps, and product feedback to the Support Lead.
• Assist with customer or internal user training when Support expertise is required.
• Stay informed on new application functionality, releases, customer implementations, and workflow changes.
• Participate in operational, customer, incident, or product meetings when Support representation is required.

Compliance & Other Responsibilities

• Maintain appropriate confidentiality and comply with all applicable HIPAA, privacy, security, and company policies.
• Handle sensitive customer, patient, and company information with a high degree of accuracy and confidentiality.
• Stay current on company applications, workflows, support procedures, and relevant technical processes.
• Complete required training and maintain working knowledge of internal Support procedures.
• Perform other duties as assigned by management.

To perform this role successfully, an individual should demonstrate the following competencies:

• Technical Troubleshooting: Ability to systematically investigate, reproduce, diagnose, document, and resolve application and system-related issues.
• Problem Solving: Strong analytical skills and the ability to evaluate information and identify likely root causes.
• Prioritization: Ability to evaluate customer and business impact and appropriately prioritize multiple competing issues.
• Communication: Communicates clearly and professionally with customers, employees, leadership, and technical teams.
• Customer Service: Maintains a customer-focused approach while objectively evaluating reported issues and available information.
• Organization: Strong attention to detail with the ability to manage multiple tickets, priorities, and follow-up items simultaneously.
• Collaboration: Works effectively with the Support team and cross-functional partners.
• Accountability: Takes ownership of assigned issues and ensures appropriate follow-through.
• Adaptability: Ability to learn new systems, workflows, and technical processes in a changing environment.
• Confidentiality: Demonstrates sound judgment when working with confidential, proprietary, or protected health information.

QualificationsEducation and/or Experience

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Healthcare Technology, Business, or a related field preferred; equivalent relevant professional experience may be considered.
• 1-3 years of experience in technical support, application support, software support, help desk support, or a similar customer-facing technical role preferred.
• Experience supporting software applications in a production environment preferred.
• Healthcare or healthcare technology experience strongly preferred.
• Experience working in a SaaS or software-based environment is beneficial.

Technical Skills

• Strong general technical aptitude and ability to learn complex software applications and workflows.
• Experience troubleshooting web-based or enterprise software applications.
• Ability to investigate application behavior and work with technical teams to diagnose issues.
• Familiarity with ticketing and issue-management systems such as Jira or similar platforms.
• Working knowledge of Microsoft Office productivity tools, including Outlook, Excel, Word, PowerPoint, and Teams.
• Familiarity with databases, SQL, APIs, integrations, HL7/FHIR, healthcare data, or similar technologies is beneficial but not required.
• Ability to interpret technical documentation and communicate findings clearly to both technical and non-technical stakeholders.

Other Skills and Abilities

• Strong organizational and time-management skills.
• High attention to detail and accuracy.
• Ability to work independently while knowing when to escalate or request assistance.
• Ability to remain organized and effective during high-priority production incidents.
• Strong written and verbal communication skills.
• Ability to manage competing priorities in a fast-paced environment.
• High degree of professionalism and confidentiality.
• Ability to identify when an issue can be resolved within Support versus when escalation is required.

Physical Demands

While performing the duties of this position, the employee will have a combination of standing, sitting, bending, and reaching. The employee may work at a computer for prolonged periods and may occasionally lift and/or move up to 10 pounds., * Have you worked in a technical or application support role where you were responsible for troubleshooting production software issues?

• Describe a technical issue you investigated and resolved. What troubleshooting steps did you take before escalating it?
• What experience do you have working with ticketing systems such as Jira, and how do you prioritize multiple customer issues with different levels of urgency?
• Have you worked with healthcare software, PHI, or in a HIPAA-regulated environment? If yes, briefly describe your experience.

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance