Technical Support Specialist

About the Role

Supports the telephone "hotline" function. Directs telephone calls or written inquiries to appropriate personnel. May answer non-technical questions regarding company products. Maintains log of incoming "hotline" calls.

Responsibilities

• Investigate, diagnose, and resolve highly complex technical issues related to Waystar's product suite, often requiring in-depth analysis of system logs, configurations, and data.
• Act as a subject matter expert for the S4 product, collaborating with engineering, product management, and other support teams to identify root causes and implement lasting solutions.
• Provide comprehensive, timely, and professional support to clients via phone, email, and ticketing systems, adhering to defined service level agreements (SLAs).
• Develop and maintain internal knowledge base articles, troubleshooting guides, and best practices to empower other support tiers and clients.
• Participate in on-call rotations for urgent support issues outside of standard business hours as needed.
• Identify recurring issues and trends, providing valuable feedback to product development teams for continuous improvement.
• Mentor and train junior support staff on product features, troubleshooting methodologies, and advanced problem-solving techniques.
• Assist with testing and validation of new product releases and patches to ensure stability and functionality.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in a technical product support role, preferably with experience supporting enterprise-level software solutions.
• Demonstrated expertise in supporting complex SaaS applications, with a strong understanding of cloud environments (e.g., AWS, Azure).
• Proven ability to troubleshoot and resolve intricate technical problems, often involving multiple integrated systems.
• Strong analytical and problem-solving skills, with an acute attention to detail.
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts clearly to both technical and non-technical audiences.
• Proficiency with SQL for database querying and data analysis.
• Experience with ticketing systems (e.g., Salesforce Service Cloud, Zendesk) and remote support tools.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Prior experience with healthcare revenue cycle management (RCM) or financial software is a significant plus.

About the Company

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.

Waystar is deeply committed to living out its 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.

Benefits

• Competitive total rewards (base salary + bonus, if applicable).
• Customizable benefits package (3 medical plans with Health Saving Account company match).
• Generous paid time off for non-exempt team members: 3 weeks + 13 paid holidays, including 2 personal floating holidays. Flexible time off for 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.