Technical Support Analyst

Why We Have This Role

As a Technical Support Analyst, you will serve as the frontline face and problem-solver for our technical support operations. You will be responsible for providing high-quality, timely support to clients and internal teams by diagnosing technical inquiries, performing basic troubleshooting, and triaging system issues. Working directly alongside Implementation, Customer Success, and Product teams, you will ensure platform stability and continuous client satisfaction. If you are detail-oriented, eager to expand your technical skills, and love solving technical puzzles in a fast-paced environment, this role offers a direct path to driving real impact.

How You’ll Find Success

• Methodical Troubleshooting: Approaches basic technical issues—such as system access, configuration, and data flow—with an organized, analytical mindset.

• Effective Triage & Escalation: Conducts solid initial analysis on integrations, APIs, EMR, and FTP, knowing precisely when and how to escalate to higher-tier support.

• Clear Technical Communication: Translates technical concepts clearly and professionally to both clients and internal stakeholders.

• Continuous Learner: Eagerly expands working knowledge of SQL, APIs, JSON, and technical systems to resolve issues faster.

• Cross-Functional Collaboration: Partners seamlessly with Implementation, Success, and Product teams to ensure smooth handoffs and ticket resolution.

How You’ll Grow

• Develop hands-on technical expertise in SaaS platforms, basic querying, and system integration diagnostic tools.

• Build a foundational understanding of product architecture, APIs, EMR, and data flow pipelines.

• Advance your career along a technical support or engineering track through exposure to complex tier-two escalations and product teams.

• Gain mastery over structured support workflows, ticketing systems, and operational incident tracking.

Things You’ll Do

• Drive Frontline Support: Serve as the primary point of contact for incoming technical requests, delivering a positive and efficient resolution experience.

• Maintain Platform Stability: Perform routine system checks and basic validation activities to help ensure optimal platform performance across environments.

• Troubleshoot & Document: Diagnose access and configuration issues while accurately logging and tracking tickets according to established procedures.

• Collaborate on Issue Handoffs: Partner with Implementation and Customer Success teams to ensure seamless transition and quick resolution of client issues.

• Build Knowledge Resources: Maintain up-to-date documentation on common platform issues, step-by-step solutions, and FAQs.

What We’re Looking For On Your Resume

• 1–2 years of experience in technical support, helpdesk, or customer support role (SaaS platform experience preferred).

• Basic working knowledge of SQL, APIs, JSON, Unix/Linux, and Excel for data reading and simple querying.

• Demonstrated experience using ticketing systems and structured support workflows.

• Bachelor’s degree in Information Technology, Business, Operations, or equivalent practical experience.

• Strong track record of effective written and verbal communication skills with diverse stakeholders.

What You Should Know About This Team

• Collaborative Support Network: We work together closely with global, cross-functional teams to solve issues efficiently.

• Customer-Centric Mindset: We prioritize quality resolutions and platform reliability above all else.

• Structured & Clear Processes: We rely on well-documented workflows while encouraging continuous learning and process improvements.

• Growth-Oriented Culture: We actively foster technical skill development and internal career progression.

Our Team’s Favorite Perks and Benefits

• Comprehensive Health & Wellness: Premium medical, dental, and vision packages for you and your dependents.

• Continuous Skill Development: Dedicated time and resources for technical learning, certifications, and hands-on skill development.

• Paid Time Off & Work-Life Balance: Generous paid vacation, sick time, and paid company holidays.

• 401(k) & Financial Planning: Company-matched retirement contribution plans to support your long-term financial goals.