Senior Technical Support Specialist

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🕒 July 3

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PocketHealth

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

⚕️ Healthcare Insurance

☁️ SaaS

Healthcare Insurance • SaaS

PocketHealth is a company that provides a service for patients to easily access, manage, and share their medical imaging records. Trusted by over 1,500,000 patients, PocketHealth offers lifetime storage and the ability to access records from over 800 hospitals and clinics. Their platform empowers individuals by giving them control over their healthcare journey, allowing them to better understand their health diagnoses and make informed decisions. The service is designed to be intuitive and accessible on any device, catering to multiple users such as doctors and specialists, thereby improving the coordination of care.

📋 Description

• Investigate and resolve escalated technical incidents impacting providers and patients, consistently meeting or exceeding SLAs for high-impact cases. • Diagnose issues at the system level, including configuration, integrations, and workflow behavior. • Query databases directly to validate application data, analyze behavior, and isolate root causes. • Identify, replicate, and document software bugs clearly before escalating them to internal engineering teams. • Manage Windows Server environments, analyzing how CPU, memory, and disk allocation contribute to performance degradation or system issues. • Administer and troubleshoot SQLite databases, running direct queries to validate system health. • Troubleshoot authentication issues, including AD/LDAP-related failures. • Document repeatable troubleshooting processes, system behaviors, and workarounds in Notion and Salesforce Service Cloud. • Serve as the internal technical expert and go-to resource for complex infrastructure questions.

🎯 Requirements

• 3+ years supporting production software systems. • Databases: SQLite / DB Browser (Comfortable writing queries to investigate data). • Internal Tooling: Retool or similar no-code admin tools. • Ticketing: Salesforce Service Cloud or similar. • Observability: Datadog or similar application log analysis tools. • Analytics & Docs: Sigma (BI/Dashboarding) and Notion (Knowledge Base). • Experience troubleshooting complex applications at the system level, including configurations, integrations, and complex workflows. • Hands-on experience managing both Windows Desktop and Server environments, including resource management (CPU, memory, disk) and Active Directory/Group Policy. • Confident troubleshooting network connectivity issues using firewalls, TCP/IP, telnet, and basic LAN diagnostics. • Strong communication skills with the ability to confidently lead technical calls with both internal teams and external non-technical stakeholders. Highly organized and results-focused. • Experience working in healthcare or HealthTech environments with familiarity in HIPAA, PHIPA, or SOC2 compliance.

🏖️ Benefits

• stock options for every employee! • four weeks of paid time off • unlimited paid wellness days • extended mental health coverage • 16 weeks of parental leave top-up