Senior Technical Support Specialist

WHAT YOU'LL DO

Investigate and resolve customer-reported issues by analyzing SQL queries, reviewing data feeds (HL7, CSV), examining Python code, and collaborating with Data Engineering and Product teams
Be the empathetic voice for customers experiencing production issues—you'll understand the urgency when ED boarding metrics spike or discharge workflows break, and communicate clearly about status, root cause, and resolution
Master the IPF software platform by diving deep into workflows like Departure Lounge, Multidisciplinary Rounds, Case Management, ED Boarding, and Clinical Staffing—learning both the product and the healthcare operations it supports
Write and execute SQL queries to validate data, reproduce issues, and verify fixes across our customer environments
Read and debug Python code to identify defects, understand system behavior, and collaborate with Engineering on root cause analysis
Document and track issues in Jira, working cross-functionally with CSMs, Implementation, Data Engineering, and Product teams to drive resolution
Contribute to knowledge base and troubleshooting playbooks to help the team resolve issues faster

WHAT YOU'LL BRING

• Customer-facing experience managing production issues on a fast-paced software support team with external customers, balancing urgency with quality, coordinating resolution across teams, and keeping customers informed
• Empathy and communication skills to successfully de-escalate high-pressure situations by communicating clearly with frustrated customers, translating technical complexity into understandable updates, and maintaining trust through transparency
• A troubleshooting mindset backed by a track record of solving complex, ambiguous problems—isolating root causes from incomplete data, forming and testing hypotheses, and driving issues to resolution
• SQL proficiency used to diagnose and resolve critical customer issues by writing queries to validate data, uncover root causes, and verify fixes that restored system functionality
• Python literacy to successfully identify bugs and logic errors by reading production code, enabling faster resolution and more effective collaboration with Engineering teams
• Learning agility to quickly ramp on complex software systems and make meaningful contributions—asking the right questions, connecting dots across domains, and going from "new to the product" to "solving customer issues independently”
• A collaborative approach to driving cross-functional issue resolution—knowing when to pull in Engineering, when to coordinate with Customer Success, and when to own the investigation yourself to get customers unblocked

BONUS POINT IF YOU HAVE

• Prior healthcare IT or hospital operations experience (like EHR systems such as Epic, Allscripts, Cerner) where you understand clinical workflows, patient throughput, or care coordination
• Data pipeline and healthcare data integration experience debugging ETL processes, file feeds, HL7, or general data issues
• Complex root cause diagnosis skills to trace gnarly, multi-layered issues across systems, code, and data—connecting disparate clues that didn't seem related at first and found the root cause that explained why everything broke
• Pattern recognition across issues so you can spot trends in support tickets and proactively identify systemic issues before they escalate
• Experience with Jira, Datadog, Pendo, Zendesk
• Exposure to Agile development workflows. We are a true Agile team!