Sr. Support Specialist
Core
Senior Customer Support expert handling complex technical escalations, driving operational efficiency, and mentoring team members in healthcare/life sciences.
Role type
Senior IC Customer Support Specialist (Escalations & Operations)
Builds
Scalable support processes, technical documentation, and improved product reliability
Domain
Healthcare / Life Sciences / B2B SaaS
Required skills
Complex issue resolution, Cross-functional collaboration, Technical troubleshooting, Process improvement, Team mentoring, Technical documentation, Project leadership, Prioritization, Risk management, Stakeholder communication
Preferred skills
SQL, AWS Athena, S3, APIs, Microsoft Excel, Google Workspace, SOP creation, Healthcare domain knowledge
Technologies
Zendesk, Jira, Salesforce, AWS, SQL
Responsibilities
Own complex and escalated customer issues from investigation to resolution; Manage and route support tickets via Zendesk; Develop plans to identify and resolve operational challenges; Manage technical escalations via Jira with Engineering/Product; Act as subject matter expert for product areas; Establish methods and procedures for specialized assignments; Lead small cross-functional projects; Mentor and coach team members; Create and improve technical documentation and SOPs; Proactively identify customer issues and operational risks.
Seniority
Senior, hands-on IC with mentorship responsibilities
