Senior Client Support Analyst

About the role

SmarterDx is transforming how health systems use clinical AI to capture the full value of patient care delivered. Built by physician-data scientists and trained on clinically-validated EHR data, our clinical AI platform interprets the nuances behind every patient story and makes clinically-sound recommendations for revenue cycle teams — helping hospitals recover earned revenue, improve quality metrics, reduce denials, and streamline revenue cycle operations. As a Smartian, you’ll help build technology that makes healthcare more accurate, sustainable, and effective for everyone.

Responsibilities

Client Support & Technical Investigation

• Serve as the primary owner for the organization's most complex client issues, executive escalations, and technically challenging investigations.
• Independently investigate technical issues using product knowledge, system behavior, historical tickets, documentation, internal tooling, and available data before determining the appropriate next step.
• Distinguish between product defects, configuration issues, workflow misunderstandings, integration failures, data issues, and expected application behavior.
• Drive investigations across Engineering, Product, Data, Clinical Excellence, Customer Success, and Integrations while maintaining clear ownership of the client experience.
• Balance urgency with thorough investigation, ensuring issues continue moving forward even when multiple teams are involved.
• Escalate thoughtfully, bringing well-defined findings, supporting evidence, and clear recommendations rather than unresolved questions.

Operational Excellence

• Maintain ownership of tickets from initial intake through final client confirmation and resolution.
• Prioritize work based on client impact, workflow-blocking status, executive visibility, and operational risk.
• Ensure all ticket documentation, classifications, routing, labels, linked work items, and client communications are complete and accurate.
• Identify trends across client issues and recommend improvements to workflows, documentation, tooling, or product functionality.
• Contribute to the continuous refinement of support processes and operational standards.

Communication

• Lead complex client conversations through email, Zoom, Slack, and phone.
• Translate technical concepts into language appropriate for clinical and operational audiences.
• Maintain client confidence by setting realistic expectations through proactive communication, ensuring clients remain informed throughout complex investigations.
• Communicate investigation findings clearly across technical and non-technical teams.

Leadership & Coaching

• Model excellent troubleshooting, prioritization, documentation, and client communication for the Support team.
• Coach analysts through investigations by asking thoughtful questions, encouraging independent problem-solving before providing direction, and serving as an escalation resource.
• Review complex client communications and provide constructive feedback, proactively and when appropriate.
• Partner with Support leadership to identify coaching opportunities and recurring knowledge gaps.
• Contribute to onboarding, documentation, training materials, and process improvements.

Requirements

• 7-10 years experience in technical support or customer service roles, preferably in healthcare technology or SaaS.
• Experience independently leading complex technical investigations involving ambiguity, multiple stakeholders, and sound judgment under incomplete information.
• Must have strong experience in at least two of the following:
  • Technical troubleshooting and problem-solving
  • Experience in creating and/or updating user documentation or training materials
  • Healthcare information systems
• Excellent written and verbal communication skills, with the ability to confidently lead live, on-camera client conversations, ask thoughtful clarifying questions, and translate complex technical concepts into language appropriate for clinical and revenue-focused audiences.
• Strong empathy and patience, with a genuine desire to help users succeed.
• Experience with Jira, Zendesk or other ticketing systems.
• Ability to quickly learn and adapt to new technologies and processes.
• Demonstrated ability of meeting response and resolution expectations while operating in environments with shifting priorities and evolving requirements.
• Ability to make deliberate tradeoff decisions - knowing when to go deep, when to pull in additional resources, and when to progress work in parallel to maintain momentum.
• Proactive approach to identifying and resolving potential issues before they escalate; identifying systemic issues and recommended improvements to prevent recurring client challenges.

Nice to Haves

• Experience with clinical documentation improvement (CDI) software or related healthcare applications.
• Knowledge of medical terminology and hospital workflows.
• Salesforce and/or SQL experience.

Pay

$80,000 - $95,000 salary

Benefits

• Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.
• Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.
• Remote-First Team – Work from anywhere in the U.S.
• Unlimited PTO & 10 Holidays – So you can relax and recharge.
• 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match.
• Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters.
• Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.