Senior Technical Support Specialist

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Technical Support Specialist based in the United States.

This role sits at the intersection of technical investigation, customer advocacy, and healthcare software operations, supporting mission-critical hospital workflows used by hundreds of health systems across the country. You will act as a key escalation point for complex production issues, diagnosing and resolving problems that span SQL queries, Python code, data pipelines, and healthcare system integrations. Working in a fast-paced, high-impact environment, you will partner closely with Engineering, Product, Customer Success, and Data teams to restore system functionality and ensure seamless patient flow operations. The role requires strong analytical thinking and the ability to work through ambiguity, often reconstructing issues from incomplete or fragmented data. You will also serve as the customer's trusted technical voice during high-pressure incidents, translating complex technical findings into clear, actionable updates. Beyond troubleshooting, you will contribute to building knowledge bases and improving internal support processes. This is a highly collaborative, problem-solving-driven role where your work directly supports healthcare providers and improves patient care outcomes.

Accountabilities:

• 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.
• Continuously improve support processes and contribute to identifying systemic issues or recurring patterns.

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.
• Strong learning agility with the ability to quickly ramp on complex systems and become independently effective.
• Experience with tools such as Jira, Zendesk, Datadog, or similar platforms is a plus.

Benefits:

• Competitive salary range of $80,000 - $95,000 annually, based on experience and location
• Opportunity to support mission-critical healthcare systems impacting patient care nationwide
• Exposure to advanced healthcare data systems, integrations, and analytics-driven platforms
• Collaborative, cross-functional environment working closely with Engineering and Product teams
• Career growth opportunities in technical support, engineering collaboration, and healthcare technology
• Inclusive and supportive workplace culture focused on learning and continuous improvement
• Comprehensive benefits package (details vary by employment structure and location).

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Why Apply Through Jobgether?


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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.