Technical Support Specialist, L2
About the role
The Technical Support Specialist, Level 2 plays a crucial role in providing advanced technical support and serves as a secondary escalation point for the support team. They troubleshoot complex issues across internet-based applications, APIs, and database-driven systems, ensuring accurate, timely resolution and technical ownership through to completion. They collaborate closely with Support, Engineering, and Customer teams to address implementation needs, improve issue resolution processes, and enhance overall service quality.
Responsibilities
- Effectively troubleshoot and diagnose issue root cause and communicate issue details to both internal and external stakeholders
- Support in the development and documentation of processes and best practices to provide support for customers and product end users
- Demonstrated ability to effectively explain technical issues to non-technical audiences
- Manage multiple points of contact (email, phone, case, chat) and multiple cases and/or projects simultaneously, communicating both updates and in-depth solutions as situations require
- Mentor and support level 1 and level 2 technical support specialists
Requirements
- Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience
- Proficient in the use of Microsoft Office Suite
- Desire to assist with and improve trouble-shooting documentation
- Experience using a case management tool to record detailed notes and manage customer communication (e.g., Salesforce, ServiceNow, ZenDesk)
- Proficiency using developer tools, Postman and writing SQL queries is required
- Experience with programming languages (C++, Python, HTML, CSS) is a huge plus as it will be helpful when addressing technical questions with customers
- Superb problem-solving skills working on mission critical Software as a Service
- Excellent verbal and written communication and presentation skills
- Prior work with Azure DevOps and/or equivalent experience with similar tools (Jira, etc)
- Detail oriented with the ability to multitask and manage time in in a fast-paced, ambiguous environment
- Experience in healthcare IT, medical information systems and/or EHRs within Hospital, Clinical, Biotech, medical device, or Pharma verticals a plus
- Empathy in your approach to work, and passion for delivering excellent customer experiences
- Ability to effectively transfer knowledge to others, both internally to colleagues and externally to our customers
- Knowledge & Application: Complete knowledge and full understanding of area of specialization, principles and practices within a professional discipline. Assesses unusual circumstances and uses sophisticated analytical and problem solving techniques to identify cause. Resolves and assesses a wide range of issues in creative ways and suggests variations in approach.
- Complexity & Problem Solving: Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors. Devises solutions based on limited information and precedent and adapts existing approaches to resolve issues. Uses evaluation, judgment, and interpretation to select right course of action. Work is done independently and is reviewed at critical points.
- Collaboration & Interaction: Enhances relationships and networks with senior internal/ external partners who are not familiar with the subject matter often requiring persuasion. Adapts style to differing audiences and often advises others on difficult matters.
Qualifications
- Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience
- Proficient in the use of Microsoft Office Suite
- Desire to assist with and improve trouble-shooting documentation
- Experience using a case management tool to record detailed notes and manage customer communication (e.g., Salesforce, ServiceNow, ZenDesk)
- Proficiency using developer tools, Postman and writing SQL queries is required
- Experience with programming languages (C++, Python, HTML, CSS) is a huge plus as it will be helpful when addressing technical questions with customers
- Superb problem-solving skills working on mission critical Software as a Service
- Excellent verbal and written communication and presentation skills
- Prior work with Azure DevOps and/or equivalent experience with similar tools (Jira, etc)
- Detail oriented with the ability to multitask and manage time in in a fast-paced, ambiguous environment
- Experience in healthcare IT, medical information systems and/or EHRs within Hospital, Clinical, Biotech, medical device, or Pharma verticals a plus
- Empathy in your approach to work, and passion for delivering excellent customer experiences
- Ability to effectively transfer knowledge to others, both internally to colleagues and externally to our customers
- Knowledge & Application: Complete knowledge and full understanding of area of specialization, principles and practices within a professional discipline. Assesses unusual circumstances and uses sophisticated analytical and problem solving techniques to identify cause. Resolves and assesses a wide range of issues in creative ways and suggests variations in approach.
- Complexity & Problem Solving: Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors. Devises solutions based on limited information and precedent and adapts existing approaches to resolve issues. Uses evaluation, judgment, and interpretation to select right course of action. Work is done independently and is reviewed at critical points.
- Collaboration & Interaction: Enhances relationships and networks with senior internal/ external partners who are not familiar with the subject matter often requiring persuasion. Adapts style to differing audiences and often advises others on difficult matters.
Skills
- Programming languages (C++, Python, HTML, CSS)
- Developer tools, Postman
- SQL queries
- Case management tools (Salesforce, ServiceNow, ZenDesk)
- Problem-solving skills
- Communication and presentation skills
- Healthcare IT experience
- Customer service experience
Benefits
Competitive compensation
Remote-first Work from anywhere in US. We also provide a one-time home office stipend to set up your workspace, plus a monthly Wi-Fi reimbursement.
Flexible work
Flexible scheduling and core collaboration hours (10:00 AM – 3:00 PM ET), giving you space for both deep work and real life.
Company-wide offsite
We invest in connection—join us for an annual offsite to collaborate, build relationships, and have some fun together.
Time off that you’re expected to use
Flexible PTO designed for real recharge, plus 17 company holidays, paid sick leave, and paid parental leave.
Financial wellness
401(k) with company match to help you plan for the future.
Interra Health is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. Compensation Range: $60K - $85K