Technical Support Specialist
Core
Investigate, diagnose, and resolve highly complex technical issues for Waystar's SaaS product suite, acting as a subject matter expert for the S4 product.
Role type
Senior Technical Support Specialist (SaaS/Healthcare)
Builds
Production support for Waystar's healthcare revenue cycle management platform
Domain
Healthcare technology / Revenue Cycle Management / SaaS
Deliverable
Production ML models | product features | dashboards & analysis
Required skills
Complex SaaS troubleshooting, Cloud environment expertise (AWS/Azure), SQL, Ticketing systems, Root cause analysis, Knowledge base development, On-call support, Testing and validation
Preferred skills
Healthcare RCM experience, Financial software support
Technologies
AWS, Azure, Salesforce Service Cloud, Zendesk, SQL
Responsibilities
Investigate and resolve complex technical issues involving system logs and configurations; Act as a subject matter expert for the S4 product; Provide comprehensive support to clients via phone, email, and ticketing systems; Develop and maintain internal knowledge base articles and troubleshooting guides; Participate in on-call rotations for urgent issues; Identify recurring issues and provide feedback to product teams; Mentor and train junior support staff; Assist with testing and validation of new product releases.
Seniority
Senior, hands-on IC
