US- Sr. Solutions Analyst (Clinical)

Role overview Senior Solutions Analyst role focused on delivering technical support for a cloud-based healthcare SaaS platform used by long-term and post-acute care organizations. The position centers on resolving complex customer issues while serving as a trusted technical partner to clinical and administrative users across thousands of provider organizations.

Responsibilities - Deliver high-quality customer support across phone, email, chat, and web portal channels, documenting each interaction in a help desk ticketing system. - Diagnose and resolve complex technical issues involving application configuration, administrative workflows, and system integration in long-term care environments. - Develop deep product expertise to support clinical, patient care, and operational processes on the platform. - Author, update, and curate knowledge base content, championing knowledge-centered support methodologies. - Mentor junior team members on troubleshooting practices, SaaS support best practices, and internal processes. - Collaborate cross-functionally to drive customer outcomes that consistently meet or exceed service-level targets.

Requirements - Prior experience as a senior support or solutions analyst working with SaaS software. - Strong understanding of administrative tasks and workflows in long-term care or medical facilities. - Ability to remain calm while troubleshooting complex system issues with customers in real time. - Skilled in log analysis, research, and problem recreation to isolate root causes. - Experience using and contributing to a structured knowledge base. - Available for rotating weekday shifts between 8am and 8pm EST, with occasional additional hours.

Benefits and work setup Remote role with periodic in-person events requiring travel to Mississauga and/or Salt Lake City offices, including onboarding and team meetings. Benefits start day one and include retirement plan matching, flexible paid time off, wellness support programs, parental and caregiver leave, fertility and adoption support, continuous learning resources, an employee assistance program, and employee recognition programs.