Senior Technical Support Specialist

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🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $80k - $95k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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LeanTaaS

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

🤖 Artificial Intelligence

⚕️ Healthcare Insurance

☁️ SaaS

💰 $130M Series D on 2020-12

Artificial Intelligence • Healthcare Insurance • SaaS

LeanTaaS is a company that helps hospitals and ambulatory service providers optimize their capacity and operations through AI, machine learning, and predictive analytics. By leveraging these technologies, LeanTaaS enables healthcare organizations to maximize capacity, improve ROI, and enhance patient experience without needing more capital or staff. Their solutions focus on areas such as operating rooms, infusion centers, and inpatient flow, aiming to streamline patient throughput, optimize staff utilization, and reduce staff burnout. The company also offers 'Transformation as a Service' to ensure successful implementation and change management within healthcare settings. Their iQueue solution suite is cloud-based, providing real-time insights and forecasting tools to improve scheduling, capacity management, and decision-making, ultimately benefiting patients, providers, and the healthcare system's bottom line.

📋 Description

• Investigate and resolve customer-reported issues by analyzing SQL queries, reviewing data feeds (HL7, CSV), examining Python code, and collaborating with Data Engineering and Product teams • Be the empathetic voice for customers experiencing production issues—you'll understand the urgency when ED boarding metrics spike or discharge workflows break, and communicate clearly about status, root cause, and resolution • Master the IPF software platform by diving deep into workflows like Departure Lounge, Multidisciplinary Rounds, Case Management, ED Boarding, and Clinical Staffing—learning both the product and the healthcare operations it supports • Write and execute SQL queries to validate data, reproduce issues, and verify fixes across our customer environments • Read and debug Python code to identify defects, understand system behavior, and collaborate with Engineering on root cause analysis • Document and track issues in Jira, working cross-functionally with CSMs, Implementation, Data Engineering, and Product teams to drive resolution • Contribute to knowledge base and troubleshooting playbooks to help the team resolve issues faster

🎯 Requirements

• Customer-facing experience managing production issues on a fast-paced software support team with external customers, balancing urgency with quality, coordinating resolution across teams, and keeping customers informed • Empathy and communication skills to successfully de-escalate high-pressure situations by communicating clearly with frustrated customers, translating technical complexity into understandable updates, and maintaining trust through transparency • A troubleshooting mindset backed by a track record of solving complex, ambiguous problems—isolating root causes from incomplete data, forming and testing hypotheses, and driving issues to resolution • SQL proficiency used to diagnose and resolve critical customer issues by writing queries to validate data, uncover root causes, and verify fixes that restored system functionality • Python literacy to successfully identify bugs and logic errors by reading production code, enabling faster resolution and more effective collaboration with Engineering teams • Learning agility to quickly ramp on complex software systems and make meaningful contributions—asking the right questions, connecting dots across domains, and going from "new to the product" to "solving customer issues independently” • A collaborative approach to driving cross-functional issue resolution—knowing when to pull in Engineering, when to coordinate with Customer Success, and when to own the investigation yourself to get customers unblocked

🏖️ Benefits

• LeanTaaS is an equal opportunity employer committed to promoting an inclusive work environment free of discrimination and harassment. • We value diversity, inclusion, and aim to provide a sense of belonging for everyone. • All qualified applicants for employment will be considered without regard to race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state or local laws. • If you require assistance during the application process, please reach out to [email protected]. • LeanTaaS will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.