Technical Support Analyst (Hybrid)

Job Description

Job Description

The Company 

Unlimited Systems authors the category-leading Unlimited Financials practice management system focused on the unique revenue cycle requirements of specialty healthcare providers. Unlimited Systems customers enjoy streamlined business office workflows, reduced claim denial rates, and accelerated and amplified revenue streams. Unlimited Systems is committed to ensuring that specialty healthcare providers thrive in a dynamic reimbursement environment. 

The Challenge  

Unlimited Financials, our best-in-class revenue cycle management (RCM) platform, operates in a complex, high-availability healthcare technology environment. Our engineering and support ecosystem spans Azure cloud infrastructure, microservices on AKS, Cosmos DB event sourcing, and a network of healthcare integrations — all of which requires dedicated technical support to remain stable and performant. 

 
We are at an inflection point. As we scale our platform and expand into new specialty healthcare markets, the complexity of our system — and the sophistication required to support it — has grown. Our Technical Support team is the final team between production-impacting incidents and our engineering organization. They dig deep, think broadly, and communicate clearly. 

As a new Technical Support Analyst, you will own the most technically demanding escalations in our support pipeline. You will be the subject matter expert who resolves what others cannot — triaging across application logs, distributed traces, infrastructure telemetry, and database behavior to identify root cause. You will build and share knowledge, develop your teammates' capabilities, and serve as a trusted technical voice when engaging internal stakeholders and, when necessary, our clients. 

 
In other words, when the hardest problems land on someone's desk, they land on yours — and you'll have both the autonomy and the support to solve them. 

The Position  

A full-time, hybrid role reporting to our Technical Support Manager, our Technical Support Analyst will work frequently from our headquarters in Cincinnati, Ohio. Residency in the state of Ohio is preferred. 

As Technical Support Analyst, you will be responsible for investigating and resolving customer-reported issues that require a deeper technical understanding. This position bridges front-line support and engineering, focusing on problem diagnosis, root cause analysis, and effective issue escalation. The analyst collaborates with cross-functional teams to ensure customer satisfaction and continuous improvement in product support processes. 

This position will be accountable for: 

Customer Support & Incident Management 

• Managing technical issues escalated from front-line support staff.

• Analyzing logs, configurations, and environments to identify problem sources.

• Providing effective resolutions or escalations with comprehensive documentation.

Troubleshooting & Root Cause Analysis 

• Reproducing customer issues to confirm reported defects or identify configuration errors.

• Recommending workarounds or solutions based on documented knowledge and prior cases.

• Contributing to post-incident reviews and preventative recommendations.

Knowledge Sharing & Documentation 

• Creating and maintaining detailed technical documentation and knowledge base articles.

• Providing guidance and mentorship to Associate Technical Support Analysts.

• Contributing to ongoing improvement of troubleshooting workflows and tools.

Collaboration & Communication 

• Working with technical support teams and product teams to understand escalated issues.

• Communicating clearly with customers, ensuring expectations are set and updates are provided.

• Participating in the on-call schedule to provide after-hours support as needed.

• Contributing feedback to improve product quality and support processes.

• Partnering with Product, Engineering, and QA to ensure efficient issue resolution. 

The Person 

To be a “bridge” of support between humans and technology requires unique gifting. It requires the ability to understand the ins and outs of technology systems and processes while possessing the ability to relay that understanding in a way that feels approachable and reassuring to a common user. This position will ask you to balance that ability on a daily basis. 

• You have heightened critical thinking ability. It will be imperative that you pause long enough in every technical support request to understand its nuances and how to uniquely solve the problem at hand. It may look like something you’ve touched and supported before, but in the ever-evolving landscape of technology (and healthcare SaaS), approaching every ticket with a fresh set of ears and thinking will be key. 

• You can detect patterns and anticipate user needs. You don’t just solve problem; you see them before they happen. Demonstrating a balance of technical proficiency, and customer-centric thinking, you’ll see ahead clearly and not only help users circumvent problems – but will help your team avoid pitfalls too. 

• You place a high value on follow-through. You’re a strong customer communicator, and you possess a natural commitment for seeing a problem to its end, but you also operatewith a sense of ownership around customer satisfaction. It’s critical, in your eyes, that tickets are not only resolved, but that customers receive an answer that will help to solve their problem – and clear their path for the future. 

Qualifications 

• Bachelor's degree in computer science, information technology, or related field (or equivalent experience) 

• 5+ years of experience in technical support or systems administration 

• Proficient in log analysis, scripting (PowerShell, Python, or Bash), and SQL queries 

• Understanding of web technologies, APIs, and cloud-based systems (AWS, Azure, GCP) 

• Strong analytical and troubleshooting abilities 

• Excellent written and verbal communication skills 

Our Process 

If you’ve made it this far in the job description, we’d love to hear from you. We will try to ensure our selection process is efficient, transparent, and friendly. (If it’s not, please let us know.) 

What you can expect from here: 

• If we feel your experience aligns with our search, we’ll reach out for a discovery call. We’ll talk about our company culture, Unlimited System’s Core Values, this position, and we’ll learn more about your background. 

• From there, we’ll ask to view some of your previous work as well as request that you complete an assessment. This lets us know whether our expectations for the role actually align with your unique strengths. 

• If we’re still feeling good about each other, we’ll pass you on to our Hiring Manager and then to a panel interview so you can meet more of the faces of Unlimited Systems before we make an offer decision. 

EEO Statement

Unlimited Systems is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.

Disclaimer

Applicants may be subject to a background check. Employees in this position must be able to satisfactorily perform the essential functions of the position. If requested, Unlimited Systems will make every effort to provide reasonable accommodation to enable employees with disabilities to perform the position’s essential job duties. As markets change and the Organization grows, job descriptions may change over time as requirements and employee skill levels evolve. With this understanding, Unlimited Systems retains the right to change or assign other duties to this Senior Infrastructure Administrator position.

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