Technical Product Specialist, Decision Support

How You’ll Make an Impact

• Investigate and resolve complex customer-reported issues related to data, system behavior, and application functionality
• Use SQL and system knowledge to analyze data discrepancies, validate outputs, and identify root causes
• Own issues end-to-end, from initial intake through resolution and follow-up
• Identify related or downstream issues beyond the initial problem statement
• Validate solutions thoroughly before communicating outcomes to customers
• Effectively prioritize and manage cases according to SOP guidelines while maintaining ownership of your backlog
• Develop and implement solutions or recommendations to prevent recurring issues
• Escalate complex issues when appropriate, with clear documentation and context
• Document all customer interactions, findings, and resolutions accurately in case management systems
• Collaborate with cross-functional teams (engineering, product, data) to resolve issues and improve system reliability
• Provide guidance and support to junior team members

What Success Looks Like

• Take ownership of issues and proactively drive them to resolution, seeking guidance when needed while maintaining strong personal accountability
• Demonstrate strong SQL proficiency and the ability to investigate complex data scenarios
• Understand and navigate relational data models effectively
• Think beyond surface-level symptoms to identify root causes and related impacts
• Validate their work carefully to ensure accuracy before communicating solutions
• Learn new systems and technologies quickly
• Communicate clearly, concisely, and confidently with customers
• Deliver a high-quality customer experience by demonstrating empathy, setting clear expectations, and consistently following through
• Manage multiple priorities while staying organized and responsive

What We’re Looking For

• 2+ years of experience with enterprise software, preferably in technical support, development, or a customer-facing technical role
• Strong SQL skills, including the ability to write and troubleshoot complex queries
• Ability to understand and work within relational data models
• Proven ability to learn new technologies and systems quickly
• Strong analytical and problem-solving skills
• Experience managing multiple priorities in a fast-paced environment
• Excellent written and verbal communication skills
• Experience working directly with customers or stakeholders in a technical capacity

Preferred

• Experience supporting healthcare financial or decision support applications (StrataJazz, Axiom, EPSi)
• Familiarity with Salesforce or similar case management tools
• Experience with Tableau or similar data visualization tools
• Experience troubleshooting data pipelines, ETL processes, or reporting tools

Work Style

This is a highly autonomous role. While collaboration and guidance across our teams are always available and encouraged, you will be expected to independently investigate, diagnose, and resolve complex issues.

Estimated Salary Range

$55,000-85,000

Work Style

The ideal candidate enjoys digging into challenging problems, working with data, and taking ownership of outcomes.