Senior Support Analyst, Customer Success Operations

SmarterDx

Senior Support Analyst handling technical investigations and supporting client communications in healthcare technology. Collaborating with cross-functional teams to improve operational excellence and client satisfaction.

Posted 7/16/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $85,000 - $95,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical troubleshooting, client communication, and leading complex investigations in healthcare technology. Proficient in managing client relationships and improving support processes through effective documentation and training.

Highest-signal resume keywords

Technical TroubleshootingClient CommunicationHealthcare Information SystemsJiraZendesk

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical TroubleshootingProblem-SolvingUser Documentation CreationTraining Material DevelopmentHealthcare Information Systems

Soft Skills

EmpathyPatienceCommunication SkillsIndependent Problem-SolvingCoaching

Tools & Technologies

JiraZendeskZoomSlack

Industry Keywords

Technical SupportClient ServiceSaaSHealthcare Technology

About the role

Key responsibilities & impact

Serve as the primary owner for the organization's most complex client issues, executive escalations, and technically challenging investigations
Independently investigate technical issues using product knowledge, system behavior, historical tickets, documentation, internal tooling, and available data before determining the appropriate next step
Distinguish between product defects, configuration issues, workflow misunderstandings, integration failures, data issues, and expected application behavior
Drive investigations across Engineering, Product, Data, Clinical Excellence, Customer Success, and Integrations while maintaining clear ownership of the client experience
Balance urgency with thorough investigation, ensuring issues continue moving forward even when multiple teams are involved
Escalate thoughtfully, bringing well-defined findings, supporting evidence, and clear recommendations rather than unresolved questions
Maintain ownership of tickets from initial intake through final client confirmation and resolution
Prioritize work based on client impact, workflow-blocking status, executive visibility, and operational risk
Ensure all ticket documentation, classifications, routing, labels, linked work items, and client communications are complete and accurate
Identify trends across client issues and recommend improvements to workflows, documentation, tooling, or product functionality
Contribute to the continuous refinement of support processes and operational standards
Lead complex client conversations through email, Zoom, Slack, and phone
Translate technical concepts into language appropriate for clinical and operational audiences
Maintain client confidence by setting realistic expectations through proactive communication, ensuring clients remain informed throughout complex investigations
Communicate investigation findings clearly across technical and non-technical teams
Model excellent troubleshooting, prioritization, documentation, and client communication for the Support team
Coach analysts through investigations by asking thoughtful questions, encouraging independent problem-solving before providing direction and serving as an escalation resource
Review complex client communications and provide constructive feedback, proactively and when appropriate
Partner with Support leadership to identify coaching opportunities and recurring knowledge gaps
Contribute to onboarding, documentation, training materials, and process improvements.

Requirements

What you’ll need

7-10 years experience in technical support or client service roles, preferably in healthcare technology or SaaS
Experience independently leading complex technical investigations involving ambiguity, multiple stakeholders, and sound judgment under incomplete information
Must have strong experience in at least two of the following:
Technical troubleshooting and problem-solving
Experience in creating and/or updating user documentation or training materials
Healthcare information systems
Excellent written and verbal communication skills, with the ability to confidently lead live, on-camera client conversations, ask thoughtful clarifying questions, and translate complex technical concepts into language appropriate for clinical and revenue-focused audiences
Strong empathy and patience, with a genuine desire to help users succeed
Experience with Jira, Zendesk or other ticketing systems
Ability to quickly learn and adapt to new technologies and processes
Demonstrated ability of meeting response and resolution expectations while operating in environments with shifting priorities and evolving requirements
Proactive approach to identifying and resolving potential issues before they escalate; identifying systemic issues and recommended improvements to prevent recurring client challenges.

Benefits

Comp & perks

Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.
Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.
Remote-First Team – Work from anywhere in the U.S.
Unlimited PTO & 10 Holidays – So you can relax and recharge.
401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match.
Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters.
Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.