Senior Technical Support Specialist
New
Based in the United StatesFull-TimeSenior
Salary80,000 - 95,000 USD per year
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Job Details
- Required Skills
- PythonSQLJiraTroubleshootingTechnical supportZendeskDatadogEHR
Requirements
- Experience in a customer-facing technical support or application support role handling production issues in a fast-paced environment.
- Strong SQL proficiency with the ability to diagnose data issues, validate results, and support root cause analysis.
- Working knowledge of Python or ability to read and interpret code for debugging purposes.
- Strong troubleshooting mindset with proven ability to resolve complex, ambiguous, and multi-layered technical problems.
- Excellent communication skills with the ability to explain technical issues clearly to both technical and non-technical audiences.
- High level of empathy and experience managing high-pressure customer situations and escalations.
- Familiarity with healthcare IT systems, EHR platforms (e.g., Epic, Cerner, Allscripts), or clinical workflows is a strong plus.
- Experience working with data pipelines, integrations, or structured data formats such as HL7 or CSV is preferred.
- Ability to work collaboratively across Engineering, Product, and Customer Success teams.
- Experience with tools such as Jira, Zendesk, Datadog, or similar platforms is a plus.
Responsibilities
- Investigate and resolve complex customer-reported issues across healthcare software systems, including data integrations, workflow disruptions, and system behavior anomalies.
- Analyze SQL queries, Python code, and data feeds (HL7, CSV, ETL pipelines) to identify root causes and validate system functionality.
- Serve as the primary technical escalation point for production issues, ensuring timely communication, resolution tracking, and customer updates.
- Collaborate cross-functionally with Engineering, Product, Customer Success, and Data Engineering teams to drive issue resolution.
- Write and execute SQL queries to reproduce issues, validate data integrity, and confirm fixes in customer environments.
- Debug and interpret Python code to identify defects and support engineering investigations.
- Document issues, resolutions, and workflows in Jira and contribute to internal knowledge bases and troubleshooting playbooks.
- Support customer communication during high-severity incidents, ensuring clarity, empathy, and trust throughout the resolution process.
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