Senior Technical Support Analyst (Medtech)

TL;DR

Senior Technical Support Analyst (Medtech): Managing technical support tickets and coordinating resolutions for enterprise healthcare clients with an accent on SLA compliance, incident management, and cross-functional collaboration. Focus on driving resolution for complex escalations, optimizing support processes, and stabilizing post-launch customer environments.

Location: Remote (USA)

Salary: $81,440 - $91,620

Company

hirify.global is a technology-enabled healthcare platform providing digital care solutions to large healthcare organizations worldwide.

What you will do

• Monitor and prioritize technical support tickets to ensure contractual SLAs and customer expectations are met.
• Lead critical incident management efforts by providing troubleshooting insights and customer data.
• Collaborate with internal technical teams to resolve escalations and manage external communications.
• Analyze trends and themes during post-launch stabilization to improve customer experience.
• Develop deep knowledge of customer configurations and integration needs for key accounts.
• Contribute to knowledge articles and training materials to enhance support efficiency.

Requirements

• 4-6 years of experience in Services, Support, or Operations focused on enterprise software implementation.
• Must be eligible for a National Agency Check with Inquiries (NACI) or equivalent investigation.
• Strong communication, leadership, and cross-functional team building skills.
• Proven track record of meeting aggressive deadlines using project management methodologies.
• BA/BS degree or 4+ years of equivalent experience.

Culture & Benefits

• Flexible Personal Time Off (Vacation) and paid parental leave.
• 401K match and Employee Stock Purchase Program.
• Comprehensive healthcare, dental, and vision insurance plans.
• Virtual-first work environment with Summer Fridays and designated Mental Health Days.
• Tuition Assistance Program and pet insurance.
• Free access to hirify.global’s Telehealth services and a Calm app subscription.