Technical IT Support Engineer

About This Position

The IT Support Engineer is the first point of contact for employees seeking technical support as the Tier 1 of support. This role focuses on triage, basic troubleshooting, and ticket routing to ensure timely and effective resolution in line with Service Level Agreements (SLAs).

Job Description

• Serve as the initial point of contact for all IT support requests via Jira Service Management tickets, calls, and email requests.
• Participate in an on-call rotation supporting our nationally dispersed employees outside of office hours.
• Provide timely communication and resolution in adherence to service level agreements.
• Accurately capture and document issue details, symptoms, and all troubleshooting steps taken in the corresponding Jira ticket.
• Perform basic troubleshooting for hardware, software, account access, and connectivity issues among others.
• Resolve common requests independently (e.g., password resets, access requests, software installs, driver updates, M365 issues).
• Routinely complex tickets to Tier 2 or specialized support teams with documented triage and troubleshooting steps taken before escalation.
• Monitor open tickets and proactively update users on progress.
• Deliver excellent customer service by setting clear expectations, communicating effectively, and following up with end users.
• Follow established workflows, knowledge base articles, and escalation procedures.

About Waystar

Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle. Waystar's healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun. Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar (https://twitter.com/Waystar) on Twitter.

WAYSTAR PERKS

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays.
• We also offer flexible time off for our exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups

Job Category

Technology/Engineering

Job Type

Full time

Req ID

R3304