Technical Integrations Specialist

The Technical Integrations Specialist owns the operational health of Activated Insights' third-party software integrations. This role serves as the bridge between customers, Customer Operations, Product, and Engineering by diagnosing integration issues, identifying root causes, coordinating resolution, and driving continuous improvement across the integration ecosystem.

Success in this role ensures customers have reliable, uninterrupted data flow while helping Engineering prioritize the highest-impact work. This is an individual contributor role with significant cross-functional influence and ownership over one of the company's most critical operational functions.

What You'll Do

Integration Operations

• Own the day-to-day health of third-party integrations across platforms such as WellSky, AlayaCare, AxisCare, HHAeXchange, PointClickCare, MatrixCare, Yardi, Eldermark, and future integration partners.
• Investigate integration failures by analyzing logs, APIs, webhook activity, SQL queries, and system data.
• Validate data synchronization and identify root causes of integration issues.
• Monitor integration performance and proactively identify risks before they impact customers.

Customer Partnership

• Serve as the primary operational contact for customers experiencing integration issues.
• Communicate technical issues in a clear, customer-friendly manner.
• Participate in customer calls to provide status updates, resolution timelines, and recommendations.
• Ensure customers remain informed throughout the resolution process.

Engineering & Product Partnership

• Translate customer issues into well-scoped, engineering-ready tickets that include reproduction steps, business impact, affected customers, and ARR impact.
• Partner with Engineering and Product to prioritize work based on customer experience, operational risk, and revenue impact.
• Validate fixes before customer deployment and assist with post-release verification.

Continuous Improvement

• Build and maintain dashboards measuring integration health, recurring issues, resolution times, and customer impact.
• Identify recurring failure patterns and recommend long-term process or product improvements.
• Develop and maintain documentation, troubleshooting guides, runbooks, and escalation procedures.
• Support the rollout and operational readiness of new third-party integrations.

Scope and Decision Making: This role owns the operational health of Activated Insights' integration ecosystem.

The Technical Integrations Specialist exercises independent judgment to:

• Determine when issues can be resolved operationally versus requiring Engineering involvement.
• Prioritize integration incidents based on customer impact, business risk, and revenue implications.
• Recommend process improvements to reduce recurring issues.
• Escalate systemic platform concerns to Product and Engineering leadership.

Although this position does not have direct reports, it significantly influences customer experience and Engineering priorities through technical expertise and operational ownership.

Success in This Role

Successful Technical Integrations Specialists:

• Maintain reliable, high-performing integrations that minimize customer disruption.
• Resolve technical issues quickly while keeping customers informed.
• Deliver high-quality engineering tickets that reduce rework and accelerate resolution.
• Identify trends and implement improvements that reduce recurring issues.
• Build trusted relationships across Customer Operations, Product, Engineering, and customers.
• Continuously improve documentation, reporting, and operational processes.

Success will be measured through metrics such as:

• Integration uptime and health
• Mean time to resolution
• Reduction in repeat integration failures
• Engineering ticket quality
• Customer satisfaction
• ARR protected through timely issue resolution

• Strong technical troubleshooting instincts-comfortable working through logs, API responses, webhook payloads, and data discrepancies.
• Working SQL proficiency for querying data and validating customer data.
• Understanding of APIs, webhooks, and data synchronization concepts (you do not need to write production code).
• Excellent written communication-able to turn a messy customer report into a crisp, engineering-ready ticket.
• Sound prioritization judgment-able to weigh customer impact, revenue, and effort to decide which fix matters most.
• Customer-facing composure-comfortable on calls with customers whose data sync is down.
• Analytical and detail-oriented, with the ability to build and interpret operational metrics., * 2+ years in technical support, integration support, solutions analysis, technical account management, or a similar role in a SaaS environment.
• Hands-on experience troubleshooting API- or data-integration issues using logs and structured data.
• Working knowledge of SQL and comfort reading JSON/XML payloads.
• Familiarity with post-acute care data models-visits/EVV (home care) or census/move-ins (senior living)-strongly preferred.
• Experience with ticketing/CRM systems (Salesforce preferred) and writing structured bug reports.
• Experience in healthcare, home care, or senior living technology preferred.

Activated Insights is the leading SaaS provider serving the long-term and post-acute care industry. Since 2008, we've helped healthcare organizations improve employee engagement, education, customer satisfaction, and reputation management through innovative technology solutions. Today, our team of more than 250 employees supports over 12,000 sites of care across North America, helping providers deliver better outcomes for millions of caregivers, patients, and residents. Why Activated Insights? * Join a market-leading SaaS company serving one of healthcare's fastest-growing industries. * Make a meaningful impact by helping organizations improve the quality of care they provide. * Work alongside experienced leaders with a proven track record of building high-growth healthcare businesses. * Be part of a collaborative, mission-driven culture backed by a leading healthcare-focused private equity partner.