Senior Client Support Analyst (Healthcare AI)

Location: Remote (United States); work from anywhere in the U.S.

Salary: $80,000–$95,000 per year

Company

hirify.global develops a clinical AI platform trained on clinically validated EHR data to help health systems recover earned revenue, improve quality metrics, reduce denials, and streamline revenue cycle operations.

What you will do

• Own complex client issues, executive escalations, and technically challenging investigations from intake through final resolution.
• Investigate and classify product defects, configuration issues, workflow misunderstandings, integration failures, data issues, and expected application behavior.
• Coordinate investigations with Engineering, Product, Data, Clinical Excellence, Client Success, Integrations, and Operations while maintaining ownership of the client experience.
• Lead complex client conversations through email, Zoom, Slack, and phone, translating technical findings for clinical and operational audiences.
• Identify recurring issues and recommend improvements to support workflows, documentation, tooling, and product functionality.
• Coach analysts and contribute to onboarding, training materials, documentation, and support process improvements.

Requirements

• 7–10 years of experience in technical support or customer service, preferably in healthcare technology or SaaS.
• Experience independently leading complex technical investigations involving ambiguity, multiple stakeholders, and incomplete information.
• Strong experience in at least two areas: technical troubleshooting, user documentation or training materials, and healthcare information systems.
• Excellent written and verbal communication skills, including leading live, on-camera client conversations and explaining complex technical concepts.
• Experience with Jira, Zendesk, or another ticketing system.
• Ability to prioritize shifting work, make deliberate tradeoff decisions, and identify systemic issues before they escalate.

Nice to have

• Experience with clinical documentation improvement software or related healthcare applications.
• Knowledge of medical terminology and hospital workflows.
• Experience with Salesforce and/or SQL.

Culture & Benefits

• Remote-first team with work-from-anywhere flexibility within the U.S.
• Medical, dental, and vision plans covering 75% of premiums, depending on the plan.
• Up to 12 weeks of paid parental leave.
• Unlimited paid time off and 10 holidays.
• 401(k) with traditional and Roth options, including a 4% match.
• Fast-moving environment with minimal bureaucracy and mission-driven colleagues.