Interoperability, Measurable L1 Analyst

Health Catalyst

. Serve as the initial point of contact for customers via phone, email, and self-service ticketing portal, delivering responsive and professional support throughout every interaction.

Posted 5/6/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Serve as the initial point of contact for customers via phone, email, and self-service ticketing portal, delivering responsive and professional support throughout every interaction.
Perform first-level triage and troubleshooting for application, server, and connectivity issues.
Gather, analyze, and document customer issues to determine appropriate resolution paths.
Assist customers with application navigation, configuration questions, and basic usage guidance, and verify proper hardware, software, and network setup for supported applications.
Manage and resolve common access issues such as usernames, passwords, and permissions in accordance with security and compliance requirements.
Monitor client environments in real time within a 24/7 hosted environment, identifying and acting on alerts before they impact customers.
Escalate complex or unresolved issues to Level 2/3 support teams, engineers, or database teams as needed, ensuring clean handoffs and continuity of customer communication.
Participate in an on-call rotation for after-hour escalations.
Maintain accurate and timely ticket documentation, including reproduction steps, customer impact, and resolution details.
Follow up with customers to confirm issue resolution and ensure satisfaction, closing the loop on every ticket.

Requirements

What you’ll need

Strong customer service and communication skills, both written and verbal.
Ability to ask probing, relevant questions to quickly understand and diagnose issues.
Basic knowledge of network troubleshooting, including IP addresses, connectivity errors, and command-line tools.
Ability to troubleshoot within defined support scope and redirect appropriately when needed.
Familiarity with ticketing systems and structured documentation practices.
Comfort working in a fast-paced, 24/7 support environment.
Basic understanding of servers, hosted applications, and third-party integrations.
Collaborative mindset with the ability to work effectively across teams.
Strong time-management and organizational skills.

Benefits

Comp & perks

Flexible PTO
Professional development stipend
Meaningful opportunities for career growth and development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

network troubleshootingIP addressesconnectivity errorscommand-line toolsapplication supportserver supportticket documentationissue resolutionbasic usage guidanceaccess management

Soft Skills

customer servicecommunication skillsproblem-solvingcollaborationtime managementorganizational skillsadaptabilityattention to detailproactive approachinterpersonal skills