Senior Support Analyst (Healthcare SaaS)

TL;DR

Senior Support Analyst (Healthcare SaaS): Leading the investigation and resolution of complex technical client issues with an accent on cross-functional collaboration and operational excellence. Focus on mentoring developing analysts, refining support workflows, and ensuring high-quality communication with clinical and operational stakeholders.

Location: Must be based in the United States, preferably working Eastern or Central business hours.

Salary: $85,000–$95,000

Company

hirify.global is a clinical AI platform that helps health systems capture earned revenue and improve quality metrics by interpreting complex patient data.

What you will do

• Own the investigation and resolution of complex client issues and executive escalations.
• Collaborate across Engineering, Product, and Customer Success teams to drive technical resolutions.
• Distinguish between product defects, integration failures, and configuration issues.
• Mentor and coach junior analysts on troubleshooting, documentation, and communication standards.
• Identify trends in client issues to recommend improvements to product functionality and internal workflows.
• Lead complex client communications via email, Zoom, and phone to set expectations and provide updates.

Requirements

• 7-10 years of experience in technical support or client service roles, preferably in healthcare technology or SaaS.
• Must be based in the United States.
• Strong experience in technical troubleshooting, documentation, and healthcare information systems.
• Proven ability to lead complex technical investigations with incomplete information.
• Proficiency with ticketing systems such as Jira or Zendesk.
• Excellent written and verbal communication skills for clinical and operational audiences.

Nice to have

• Experience with clinical documentation improvement (CDI) software.
• Knowledge of medical terminology and hospital workflows.
• Proficiency in Salesforce or SQL.

Culture & Benefits

• Comprehensive medical, dental, and vision insurance with 75% premium coverage.
• Remote-first work environment within the U.S.
• Unlimited PTO and 10 paid holidays.
• 401(k) retirement plan with a 4% company match.
• Paid parental leave up to 12 weeks.
• High-impact, mission-driven team culture with minimal bureaucracy.