Bamboo Health

Support Engineer

• Report to the Help Desk Manager and be part of the Corporate IT team.
• Deliver high-quality customer service and technical support to end users, including guidance, troubleshooting, and proactive technical education across platforms and systems.
• Deploy, maintain, and decommission end-user devices while ensuring accurate tracking of hardware and software assets within the company's inventory systems.
• Provision and manage user and device access to corporate environments, systems, and enterprise applications in accordance with security and compliance standards.
• Configure, support, and troubleshoot enterprise tools and applications to ensure operational stability and user productivity.
• Collaborate with internal teams and external vendors to resolve complex issues, streamline support processes, and assist in the implementation of new technologies and tools.
• Develop and maintain Help Desk documentation, knowledge base content, and standardized support workflows to ensure consistent service delivery and knowledge sharing.
• Continuously adapt support practices, tools, and processes to meet evolving business needs and organizational goals.
• Explore opportunities to enhance workflows through AI or automation tools (e.g., document summarization, task routing, or data parsing).
• Participate in a local team based in Louisville, KY; generally follow Eastern Time business hours with occasional after-hours support as part of a rotating weekly on-call schedule.

Desktop Support Technician

Account Executive

As the State Account Director, you are responsible for directing all retention and growth activities associated with assigned state government client accounts focused on controlled substance solutions and Prescription Monitoring Programs (PDMPs).
Serve as the primary point of contact for assigned state clients, ensuring all contractual commitments related to controlled substances programs are met.
Develop and maintain relationships with key stakeholders at all levels of government, including decision-makers and program directors.
Lead strategic discussions and advise clients on ways to enhance the effectiveness of their controlled substances programs, positioning Bamboo Health’s solutions as essential to their operations.
Identify upsell opportunities and collaborate with internal teams to offer solutions that expand program scope or improve service delivery in the controlled substance space in order to meet an annual sales quota.
Track and analyze performance metrics and KPIs for clients to ensure alignment with strategic goals, and work proactively to identify opportunities for improvement or growth.
Act as an escalation point for internal teams to ensure timely delivery of project commitments and resolve any issues that may arise.
Collaborate with product management, marketing, operations, and engineering teams to deliver scopes of work, change orders, and software enhancement request documentation in a timely, accurate, and professional manner.
Ensure successful contract renewals/extensions, project additions, and other required contract modifications.
Provide expert insights to clients on the integration of controlled substance-related data into broader public health initiatives and systems.