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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Analyst - **Company:** Advanced - **Location:** United States (Remote available) - **Experience:** Starter - **Salary:** $45,000.0 - $52,500.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Application Programming Interfaces (APIs), Software Applications, JIRA, Microsoft Outlook, Software as a Service, Information Systems, Databases, Medical Software, Issue Tracking Systems, Microsoft PowerPoint, Productivity Software, Application Data, SQL Databases, Systems Integration, Web Applications, Fast Healthcare Interoperability Resources, Information Technology, Health Level Seven International - **Published:** September 10, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=1db5f29c5799dd50 ## About the Role 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. ## Description 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. ## Related Videos - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [GitOps for the people](https://www.wearedevelopers.com/videos/461-gitops-for-the-people) - [Kubernetes and Microservices with Multi-Model Databases](https://www.wearedevelopers.com/videos/382-kubernetes-and-microservices-with-multi-model-databases) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1520-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [TiDB, One Layer at a Time: How Distributed SQL Became an Agentic AI Backbone](https://www.wearedevelopers.com/videos/100117-tidb-one-layer-at-a-time-how-distributed-sql-became-an-agentic-ai-backbone) ## Related Articles - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Paying Remote Jobs](https://www.wearedevelopers.com/magazine/255-best-paying-remote-jobs) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The 12 Best Jobs for Software Engineers](https://www.wearedevelopers.com/magazine/401-the-12-best-jobs-for-software-engineers)