Technical Support Specilaist L2

Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience.

Proficient in the use of Microsoft Office Suite

Desire to assist with and improve trouble-shooting documentation

Experience using a case management tool to record detailed notes and manage customer communication (e.g., Salesforce, ServiceNow, ZenDesk)

Proficiency using developer tools, Postman and writing SQL queries is required

Experience with programming languages (C++, Python, HTML, CSS) is a huge plus as it will be helpful when addressing technical questions with customers

Superb problem-solving skills working on mission critical Software as a Service

Excellent verbal and written communication and presentation skills

Prior work with Azure DevOps and/or equivalent experience with similar tools (Jira, etc)

Detail oriented with the ability to multitask and manage time in in a fast-paced, ambiguous environment

Experience in healthcare IT, medical information systems and/or EHRs within Hospital, Clinical, Biotech, medical device, or Pharma verticals a plus

Empathy in your approach to work, and passion for delivering excellent customer experiences

Ability to effectively transfer knowledge to others, both internally to colleagues and externally to our customers

Must be able to work independently while being a proactive team member

Experience partnering across global teams and/or working in a distributed remote environment is a plus

Knowledge & Application: Complete knowledge and full understanding of area of specialization, principles and practices within a professional discipline. Assesses unusual circumstances and uses sophisticated analytical and problem solving techniques to identify cause. Resolves and assesses a wide range of issues in creative ways and suggests variations in approach. This job is a fully qualified, experienced professional.

Complexity & Problem Solving: Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors. Devises solutions based on limited information and precedent and adapts existing approaches to resolve issues. Uses evaluation, judgment, and interpretation to select right course of action. Work is done independently and is reviewed at critical points.

Collaboration & Interaction: Enhances relationships and networks with senior internal/ external partners who are not familiar with the subject matter often requiring persuasion. Adapts style to differing audiences and often advises others on difficult matters.

Fully remote role within the United States

Travel once a year for company offsite

Operates in a fast-paced, growth-oriented, PE-backed SaaS environment

Ability to manage multiple cases and shifting priorities

Success in this role requires the ability to balance synchronous collaboration with thoughtful asynchronous execution in a remote-first environment