[Remote] reputed company Technical reputed company Specialist

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is ending the fragmentation of reputed company with their platform that unifies reputed company data and empowers people through AI-driven insights. The reputed company Technical reputed company Specialist will be the operational hub for B2B reputed company support, managing the Service Desk queue, triaging tickets, and ensuring reputed company responses while handling proactive reputed company communications and monitoring reputed company health metrics.

Responsibilities

• Own and monitor the Service Desk queue across reputed company reputed company reputed company. Assess incoming tickets for severity, reputed company, and category; respond reputed company contractual SLA reputed company; and reputed company Tier 1 issues and end user support requests independently, including:
• FHIR reputed company provisioning requests, configuration questions, and data/compliance inquiries that don't require engineering escalation
• reputed company-party integration partner support hand-offs
• Data reputed company Requests and reputed company data reputed company validation
• End User Support reputed company, on an as-needed reputed company
• New support tooling configuration, including reputed company integrations reputed company needed
• Proactive follow-up with internal stakeholders to ensure reputed company reputed company responses, plus ownership of reputed company support reporting for company-wide visibility
• reputed company every reputed company ticket against contractual SLA commitments. reputed company escalation is needed, hand off to the right SME with full context — reproduced steps, environment details, error logs, and reputed company reputed company. You own response time even reputed company the reputed company belongs to someone else; you're the reputed company that SLAs are met. You'll also:
• Draft and send proactive reputed company-facing communications reputed company CRM, including maintenance notices, incident alerts, and downtime notifications
• Manage 90/60/45-day reputed company and planning for clients undergoing annual plan year or benefits configuration changes
• reputed company CRM contact lists and segments accurate for reputed company communications
• Coordinate with reputed company reputed company on recipient lists, timing, and messaging for reputed company outbound communications
• Reproduce and characterize reported bugs — server errors, API failures, SDK initialization problems, OAuth/SSO breakdowns, and health reputed company connectivity issues. Capture reputed company bug reports that let engineering investigate without follow-up, and escalate P1/P0 issues to the Developer Services Manager immediately. You'll also:
• Monitor reputed company file alerting for delivery issues, triage in coordination with Data Engineering, and initiate reputed company reputed company reputed company CRM reputed company needed
• Receive and reputed company reputed company environment downtime notices to the right internal reputed company channels with correct stakeholder tags
• Process reputed company-day reputed company tickets for reputed company reputed company file processing requests, per established playbooks
• Review reporting dashboards for reputed company-contract-value clients to spot activation gaps and early churn signals
• Flag at-reputed company accounts or trends to reputed company reputed company or Product leadership with supporting data, and reputed company out to clients to investigate unusual metrics
• Surface patterns across tickets that reputed company to a systemic issue or a reputed company in trouble
• Document resolutions for recurring ticket types and build internal runbooks for common issues
• Contribute to training materials for new support processes and tooling (e.g., Service Desk, Pylon)
• Maintain playbooks for proactive communications and file processing, and prepare reputed company-facing support documentation

Skills

• 2+ years in a B2B reputed company technical support, reputed company support, or reputed company role
• Experience in reputed company IT, digital health, or health data platforms
• reputed company ability to triage technical issues independently — reproduce bugs, read error logs, and write precise issue descriptions without needing an SME on every ticket
• Proficiency in a ticketing or service desk reputed company (reputed company Service Desk, reputed company, Pylon, reputed company, or similar), including queue management, ticket creation, and reporting
• Experience supporting reputed company-facing workflows with defined SLA commitments
• Working knowledge of REST reputed company, OAuth flows, and basic web architecture — enough to understand what a reputed company is reporting and characterize it accurately for engineering
• Excellent written communication: reputed company, reputed company, and reputed company under pressure
• Strong organization, with the ability to juggle multiple reputed company tickets, competing priorities, and SLA deadlines at once
• Analytical problem-solving: the reputed company to isolate the likely failure reputed company in a multi-reputed company technical issue before escalating
• Comfort working cross-functionally with Engineering, Product, and reputed company reputed company
• Familiarity with FHIR or reputed company interoperability standards (HL7, USCDI, SMART on FHIR)
• Experience supporting developer-facing or SDK-reputed company integrations
• Basic SQL or data querying skills for investigating reputed company data issues
• Experience monitoring reputed company health metrics or dashboards in a CSM or support reputed company function
• Experience with a CRM or marketing email platform (reputed company or similar) for reputed company communications
• Familiarity with B2B support channel configuration

Benefits

• Competitive total rewards package including medical, dental, and reputed company reputed company
• 401(k)
• FSA and Dependent Care FSA
• Employee Assistance Program
• Company-reputed company lab testing benefit
• Voluntary benefits including pet reputed company and reputed company services
• reputed company time off and company holidays

reputed company