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Role Description

This role is responsible for providing advanced technical support for software and healthcare IT solutions, serving as a secondary escalation point for complex issues. You will troubleshoot internet-based applications, APIs, and database-driven systems while collaborating with Support, Engineering, and Customer teams to deliver accurate and timely resolutions. This position requires balancing multiple cases and projects, mentoring junior team members, and contributing to process improvements that enhance overall service quality. Success in this role directly impacts customer satisfaction, retention, and operational efficiency. You will work independently in a fast-paced, remote-first environment, taking ownership of technical challenges and ensuring smooth delivery of mission-critical solutions.

• Diagnose and troubleshoot complex technical issues, communicating findings clearly to internal teams and customers.
• Serve as a secondary escalation point for support cases, ensuring timely and accurate resolution.
• Mentor and guide Level 1 and Level 2 technical support specialists, sharing best practices and technical knowledge.
• Document processes, workflows, and best practices to improve support efficiency and customer experience.
• Manage multiple points of contact (email, phone, chat, cases) and handle concurrent projects with attention to detail.
• Collaborate with Engineering and Customer teams on implementation needs, feature requests, and system improvements.

Qualifications

• Minimum 5 years of technical support or related experience, with a Bachelor’s degree or equivalent work experience.
• Proficiency with Microsoft Office Suite and experience using case management tools (e.g., Salesforce, ServiceNow, ZenDesk).
• Strong problem-solving skills and experience troubleshooting SaaS or mission-critical software systems.
• Knowledge of developer tools, Postman, and SQL querying; familiarity with programming languages (C++, Python, HTML, CSS) is a plus.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical audiences.
• Experience with Azure DevOps, Jira, or equivalent tools for issue tracking and collaboration.
• Detail-oriented, organized, and able to manage time in a fast-paced, remote environment.
• Experience in healthcare IT, EHR systems, or related industries is highly desirable.
• Empathy, customer-centric mindset, and the ability to transfer knowledge internally and externally.

Benefits

• Fully remote work environment with a flexible schedule to support work-life balance.
• Annual company offsite for team collaboration and networking.
• Generous leave package including flexible time off, 13 paid holidays, paid sick leave, and parental leave.
• Medical, dental, and vision insurance for you and your family, plus company-funded FSA/HSA options.
• 401(k) plan with company match.
• One-time workspace reimbursement to optimize your home office setup.
• Opportunities for professional growth and mentorship within a fast-paced, mission-driven environment.