Technical Support Specialist L2 (SaaS)

TL;DR

Technical Support Specialist L2 (SaaS): Providing advanced technical troubleshooting for internet-based applications, APIs, and database-driven systems with an accent on root cause analysis and technical ownership. Focus on managing complex escalations, collaborating with engineering teams, and enhancing documentation to support healthcare technology solutions.

Location: Must be based in the United States (Remote)

Salary: $53,496 – $89,777

Company

hirify.global is a healthcare technology company delivering eligibility, coverage, and prescribing tools to providers and patients.

What you will do

• Troubleshoot and diagnose complex technical issues, communicating findings to stakeholders.
• Serve as a secondary escalation point for the support team.
• Develop and document processes, best practices, and system training materials.
• Manage multiple cases across email, phone, and chat platforms simultaneously.
• Mentor level 1 and level 2 support specialists.
• Own and propose new feature requests and system documentation.

Requirements

• Minimum 5 years of related experience with a Bachelor’s degree or equivalent work experience.
• Must be based in the United States.
• Proficiency in SQL, developer tools, and Postman.
• Experience with case management tools such as Salesforce, ServiceNow, or ZenDesk.
• Understanding of Azure DevOps or similar project management tools like Jira.
• Ability to explain complex technical issues to non-technical audiences.

Nice to have

• Programming experience in C++, Python, HTML, or CSS.
• Experience in healthcare IT, medical information systems, or EHR environments.
• Experience working in distributed remote teams.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance coverage.
• 401(k) retirement plan with company match.
• Flexible PTO policy plus 17 company holidays, paid sick leave, and parental leave.
• Flexible scheduling with core collaboration hours (10:00 AM – 3:00 PM ET).
• Annual company-wide offsite for team building and connection.
• Remote-first setup with home office stipend and monthly Wi-Fi reimbursement.