Support Analyst

About the Role We're looking for a Support Analyst to be a frontline problem-solver for our customers. In this role, you'll own incoming support requests end to end — triaging, investigating, troubleshooting, and resolving issues across our healthcare technology applications. You'll work closely with the Support Lead and partner with Product, Engineering, QA, and Implementation teams to get customers back on track quickly. This is a great fit if you're organized, technically curious, and energized by helping people in a fast-paced healthcare technology environment. What You'll Do Own the ticket queue. Monitor, prioritize, investigate, and resolve incoming support requests, keeping documentation accurate and customers informed through resolution. Troubleshoot hands-on. Replicate reported issues, dig into logs, application data, and system behavior, and distinguish true defects from user error, configuration issues, data problems, or training gaps. Escalate smartly. Perform thorough initial troubleshooting and documentation, then escalate complex or high-impact issues to the Support Lead with clear findings and context. Respond to incidents. Participate in high-priority production incident response — troubleshooting, testing, validating fixes, and keeping customers and stakeholders updated. Spot patterns. Identify recurring issues, documentation gaps, and process improvement opportunities, and share recommendations with the Support Lead. Build knowledge. Contribute to troubleshooting guides, knowledge-base articles, and FAQs that make the whole team faster. Communicate clearly. Translate technical issues and resolutions for both technical and non-technical audiences with professionalism and empathy. Protect sensitive data. Handle customer, patient, and company information with accuracy and confidentiality, in compliance with HIPAA and company policies. What You Bring 1–3 years of experience in technical support, application support, help desk, or a similar customer-facing technical role Experience troubleshooting web-based or enterprise software applications in a production environment Strong technical aptitude and the ability to learn complex software and workflows quickly Familiarity with ticketing systems such as Jira Working knowledge of Microsoft Office tools (Outlook, Excel, Word, PowerPoint, Teams) Excellent written and verbal communication skills Strong organizational skills, attention to detail, and the ability to juggle competing priorities Sound judgment on when to resolve independently versus when to escalate Ability to stay calm, organized, and effective during high-priority incidents Nice to Have Bachelor's degree in IT, Computer Science, Information Systems, Healthcare Technology, Business, or a related field (or equivalent experience) Healthcare or healthcare technology experience (strongly preferred) Exposure to databases, SQL, APIs, integrations, HL7/FHIR, or healthcare data Experience in a SaaS environment