Resolve Critical Issues: Investigate and resolve escalated technical incidents impacting providers and patients, consistently meeting or exceeding SLAs for high-impact cases.
Deep-Dive Troubleshooting: Diagnose issues at the system level, including configuration, integrations, and workflow behavior. We look for candidates who understand why a system is failing, not just those who restart services.
Data Validation: Query databases directly to validate application data, analyze behavior, and isolate root causes.
Bug Management: Identify, replicate, and document software bugs clearly before escalating them to internal engineering teams.
Windows Server Management: Manage Windows Server environments, analyzing how CPU, memory, and disk allocation contribute to performance degradation or system issues.
Database Administration: Administer and troubleshoot SQLite databases, running direct queries to validate system health.
Identity & Access Management: Troubleshoot authentication issues, including AD/LDAP-related failures, with a strong understanding of how Active Directory manages user and group authentication steps.
Knowledge Sharing: Document repeatable troubleshooting processes, system behaviors, and workarounds in Notion and Salesforce Service Cloud.
Cross-Functional Collaboration: Serve as the internal technical expert and go-to resource for complex infrastructure questions, contributing continuously to process and tooling improvements.

3+ years supporting production software systems
Experience with our Tech Stack (or equivalent):
Databases: SQLite / DB Browser (Comfortable writing queries to investigate data).
Internal Tooling: Retool or similar no-code admin tools.
Ticketing: Salesforce Service Cloud or similar.
Observability: Datadog or similar application log analysis tools.
Analytics & Docs: Sigma (BI/Dashboarding) and Notion (Knowledge Base).
Experience troubleshooting complex applications at the system level, including configurations, integrations, and complex workflows.
Hands-on experience managing both Windows Desktop and Server environments, including resource management (CPU, memory, disk) and Active Directory/Group Policy.
Confident troubleshooting network connectivity issues using firewalls, TCP/IP, telnet, and basic LAN diagnostics.

Senior Technical Support Specialist

Key skills