Product Support Analyst

Role overview

A Product Support Analyst role embedded in a Product Engineering team, focused on supporting and implementing a cloud-based software platform that serves healthcare organizations in areas such as revenue cycle, healthcare finance, risk management, and unclaimed property. The position centers on resolving customer incidents, fulfilling service requests, and rolling out changes under the guidance of technical leadership while building product depth over time.

Responsibilities

- Triage, investigate, and resolve customer support cases and service requests through a structured ticketing workflow - Develop working knowledge of the platform's products, underlying datasets, and codebases in order to handle assigned implementation tasks - Deliver scheduled incidents, requests, and change items within established timelines - Prioritize a personal workload across multiple request types while maintaining consistent service quality - Learn and follow the compliance standards that apply to different product areas - Use and help maintain internal documentation covering supported products and implementation patterns

Requirements

- Bachelor's degree in Computer Science, Management Information Systems, Information Systems, an engineering field, or equivalent practical experience - Three or more years of experience in product support and/or product implementation roles - At least three years working hands-on with the Microsoft SQL stack, including T-SQL, SSIS, and SSRS - Ability to build product knowledge across multiple domains and product lines - Comfort working in a shifting environment while maintaining standards and consistency - Hands-on experience with ticketing systems, ideally ServiceNow - Legal authorization to work in the United States without current or future visa sponsorship

Nice to have

- Experience with Microsoft Azure and/or Snowflake - Industry-recognized technology certifications