TMC Technical Support Specialist

Technical Support Specialist The Technical Support Specialist provides advanced application support for TMC products, platforms, and internal systems. This role serves as an escalation point for complex and critical issues that require deeper diagnostic work than routine support, combining strong customer communication with log analysis, SQL, APIs, system and networking concepts, and monitoring tools to isolate root causes and restore reliable service. The Specialist works directly with users while collaborating with Product, Software Development, QA, and DevOps when issues require product changes, infrastructure remediation, or release activity. The role diagnoses application issues involving servers, networks, databases, and cloud services, then coordinates deeper remediation with the appropriate technical owners rather than assuming infrastructure or database ownership. Because this position supports healthcare software in a HIPAA-regulated environment, it requires careful handling of PHI/ePHI, disciplined access practices, clear documentation, and the ability to explain technical issues to both technical and non-technical audiences. Responsibilities Act as an escalation point for support teams, handling complex and critical technical issues across software applications while maintaining clear communication with affected users and stakeholders. Perform in-depth root-cause analysis of recurring problems using application logs, diagnostics, monitoring data, reproduction steps, and other technical evidence to isolate underlying issues. Diagnose application issues involving infrastructure dependencies, including servers, networks, databases, and cloud services such as Azure or AWS, and collaborate with Engineering or DevOps when infrastructure changes or deeper remediation are required. Troubleshoot SQL Server-related application issues using SQL queries, query behavior and performance analysis, and investigation of connectivity or data problems; escalate database administration or structural changes to the appropriate team. Collaborate with Software Development and QA to reproduce, document, prioritize, and validate product defects, performance issues, integration failures, and edge-case behaviors. Monitor application and system health dashboards, identify abnormal behavior, and take appropriate support actions or escalate issues to reduce customer impact and prevent avoidable outages. Support internal and customer-facing technical tools, including configuration, troubleshooting scripts, automation utilities, and monitoring solutions used by the support function. Participate in incident and change-management activities, release testing, production validation, and rollout support for new functionality and system changes. Develop and maintain accurate technical documentation, troubleshooting procedures, and internal knowledge-base content to improve consistency, training, and issue resolution. Provide mentorship and technical guidance to junior support staff and contribute to support process improvement, recurring-issue reduction, and stronger feedback loops with Product and Engineering. Follow TMC privacy, security, and access-control requirements when working with customer systems and PHI/ePHI. Required Qualifications 3-5 years of experience supporting software applications directly with end users through channels such as phone, email, and chat, including escalation-level troubleshooting. Experience troubleshooting SQL Server-backed applications, including SQL querying, analysis of query behavior and performance, and diagnosis of application-related database, connectivity, and data issues. Working knowledge of systems administration concepts and the ability to troubleshoot within Windows Server environments such as Active Directory and IIS, along with familiarity with Linux/Unix, scripting, and log analysis. Working knowledge of networked technologies and protocols, including TCP/IP, DNS, SSL/TLS, VPNs, load balancers, and firewalls. Experience supporting applications deployed in cloud environments such as Azure and/or AWS, including familiarity with virtual machines, storage, networking, monitoring, and identity/access concepts. Azure experience is particularly relevant to TMC's environment. Experience using diagnostic and observability tools to investigate application health, errors, performance, and availability. Ability to use PowerShell, Bash, and/or Python for troubleshooting or support automation. Ability to work with REST APIs and read relevant code snippets, such as C#, Java, or JavaScript, to assist with issue reproduction and debugging. Experience working in a HIPAA-regulated environment, including appropriate handling of PHI/ePHI and adherence to privacy, security, and access-control requirements. Strong analytical thinking and the ability to triage, diagnose, document, and resolve complex technical issues independently while knowing when escalation is appropriate. Excellent written and verbal communication skills, including the ability to explain complex technical issues clearly to both technical and non-technical audiences. Strong technical documentation skills, attention to detail, organization, and the ability to adapt to changing priorities. Preferred Qualifications Experience with application performance monitoring or observability platforms such as Azure Application Insights, New Relic, Datadog, or similar tools. Exposure to incident and change-management practices or frameworks, such as ITIL, and service-management or ticketing platforms such as Jira Service Management. Familiarity with Agile methodologies and the software development lifecycle (SDLC). Prior experience mentoring support staff or contributing to formal knowledge-management and support process improvement initiatives. Culture Fit The culture at TMC embraces those that demonstrate a deep passion for solving the problems of healthcare with enthusiasm for building positive working relationships and winning as a team. Creating a strong workplace culture has been one of our staples, which we believe encourages and inspires employees to do their best. We also embrace an "All In" mindset and give back to our communities through personal and company initiatives. Individuals in this role should embrace a mindset of continuous improvement and be prepared to have some fun along the way! TMC is an Equal Opportunity Employer TMC: Therapy Management Corporation