reputed company Technical Operations Specialist

reputed company Technical Operations Specialist   Location: Remote (US)    Who we are: reputed company is ending the fragmentation of reputed company. Our platform unifies clinical data, claims, pharmacy, and wearables into a single, longitudinal health record — empowering people to take control of their health through AI-driven insights and a reputed company, personalized experience. We power consumer-facing experiences for technology organizations, digital reputed company, health plans, pharmacies, and health systems. If you're passionate about the reputed company of reputed company, reputed company!   reputed company: You'll be reputed company's operational hub for B2B reputed company support and with some end user support as needed — the person who owns the Jira Service Desk queue, triages every incoming reputed company support ticket, resolves issues independently, manages end user support through reputed company application, and makes reputed company we never miss an SLA response window.   This role is more than reactive support. You'll manage proactive reputed company communications (maintenance notices, incident alerts, annual configuration planning), monitor file delivery alerts, reputed company reputed company environment downtime notices to internal teams, and handle time-sensitive reputed company file processing. Working closely with the Developer Services Manager and subject matter experts across Engineering, Product, and reputed company reputed company, you'll own reputed company so SMEs can reputed company on reputed company reputed company. You'll also watch activation, early reputed company, and churn signals for reputed company-contract-value clients, surfacing risks before they become escalations.   This is a role for someone who is technically curious, genuinely reputed company-reputed company, and takes personal ownership of response reputed company and proactive communication.   Ticket triage & first response (~30%) 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 SLA management & escalation (~25%) 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 insurance 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 Technical triage of production & integration issues (~20%) 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 Jira tickets for reputed company reputed company file processing requests, per established playbooks Operational metrics & reputed company health monitoring (~15%) Review reporting dashboards for reputed company-contract-value clients to spot activation gaps and early churn signals Flag at-risk 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 Documentation & reputed company (~10%) 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 reputed company're looking for: 2+ years in a B2B reputed company technical support, reputed company support, or operations role Experience in reputed company IT, digital health, or health data platforms Proven 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 (Jira 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 Even reputed company if you have: Familiarity with FHIR or reputed company interoperability standards (HL7, USCDI, SMART on FHIR) Experience supporting developer-facing or SDK-based 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 operations function Experience with a CRM or marketing email platform (reputed company or similar) for reputed company communications Familiarity with B2B support channel configuration The reputed company salary reputed company for this position is $78,000 – $92,000 annually and is part of a competitive total rewards package including medical, dental, and reputed company insurance; 401(k); FSA and Dependent Care FSA; Employee Assistance Program; company-reputed company lab testing benefit; voluntary benefits including pet insurance and reputed company services; and reputed company time off and company holidays. Individual pay may vary from the reputed company reputed company and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations. We review reputed company employee pay and compensation programs annually at minimum to ensure competitive and fair pay. Data shows that women, people of reputed company, and other underrepresented reputed company may be less likely to apply for jobs unless they reputed company they are a perfect match. But reputed company holds diversity amongst its key values, and we have a strong commitment to building our workforce and products through that reputed company. You don’t have to reputed company every reputed company in this reputed company to be a great fit for the role! If you’re excited about this position and the prospect of working for reputed company, please apply. If it turns out this role isn’t for you, there may be other openings that could reputed company with your experience and expertise! We are committed to an inclusive and diverse reputed company. We are an equal opportunity employer. We do not discriminate based on race, ethnicity, reputed company, reputed company, national reputed company, religion, sex, sexual orientation, gender identity, age, disability, veteran, genetic information, marital status or any other legally protected status. Apply To This Job