Senior Support Analyst, Customer Success Operations

This role is fully remote within the US, preferably working Eastern or Central business hours

About the role

SmarterDx is seeking a Senior Client Support Analyst to serve as a technical leader within our Client Support organization.

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:
  • 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 client service roles, preferably in healthcare technology or SaaS.
• 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, Proactive approach to identifying and resolving potential issues before they escalate; identifying systemic issues and recommended improvements to prevent recurring client challenges.

Qualifications

• 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, Proactive approach to identifying and resolving potential issues before they escalate; identifying systemic issues and recommended improvements to prevent recurring client challenges.

Skills

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

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.