Remote job
Solutions Analyst (Acute and Payer-General Support)
Job details
About this role
Role overview
Provide advanced, customer-facing technical support for cloud-based clinical software used in long-term and post-acute care settings. You will investigate challenging cases, guide customers through issues affecting their workflows, and coordinate with internal technical teams to reach timely resolutions.
Responsibilities
- Help customers configure and use clinical applications, responding with empathy and clear guidance. - Investigate software issues through log analysis, research, and reproducing reported problems. - Coordinate with teams such as Product, Engineering, and QA, escalating high-priority cases when needed. - Record customer conversations, investigation steps, and outcomes in a help desk system. - Use and improve internal support documentation and knowledge resources. - Meet service standards and support weekday coverage from 11 a.m. to 8 p.m. Eastern, with occasional overtime, weekend, holiday, or on-call shifts.
Requirements
- 1–2 years of experience in SaaS, technical, or operations support. - Experience supporting web-based SaaS or enterprise applications and understanding business workflows. - Strong analytical troubleshooting skills and the ability to manage customer expectations. - Clear written and verbal communication, active listening, attention to detail, and patience. - Ability to learn technical products quickly and work effectively in a fast-paced environment. - Experience collaborating with technical teams and familiarity with CRM or help desk platforms.
Nice to have
- Familiarity with clinical workflows in long-term care or medical facilities. - Experience with diagnostic or observability tools. - Exposure to AI tools and interest in applying them thoughtfully to improve product practices and capabilities.
Benefits and work setup
The listing describes a remote role with occasional travel for onboarding and team events. Benefits include retirement plan matching, flexible paid time off, wellness resources, caregiver and parental leave, fertility and adoption support, an employee assistance program, and ongoing development support.