Key skills
Entra IDAuth0SAMLActive DirectoryIdentity ManagementSSOSingle Sign-OnSaaSCommunicationCustomer SuccessAccount Management
About this role
Role Overview
- Serve as a trusted advisor and primary support resource for customers using the organization’s healthcare software platform.
- Build strong relationships with clinical users, administrators, and customer IT teams.
- Ensure customers receive timely updates, clear communication, and a positive support experience throughout the issue resolution process.
- Advocate for customer needs and provide feedback to internal product and engineering teams.
- Investigate, reproduce, document, and manage customer-reported product issues.
- Perform structured troubleshooting to identify root causes and determine appropriate resolution paths.
- Support application configuration, user administration, access management, and platform setup activities.
- Assist customers with login, authentication, user provisioning, and system access issues.
- Monitor operational dashboards and proactively identify potential user-impacting concerns.
- Partner closely with Product, Engineering, Infrastructure, and Clinical teams to ensure issues are resolved efficiently.
- Escalate complex issues with detailed diagnostics, documentation, and supporting evidence.
- Coordinate with customer IT teams regarding integrations, authentication, and technical configurations.
- Help identify recurring issues and contribute to long-term improvements that enhance customer experience.
Requirements
- 4+ years of experience in Customer Success, Technical Support, Application Support, Product Support, Technical Account Management, or related customer-facing technology roles.
- Experience supporting SaaS applications and web-based software platforms.
- Experience working directly with customer IT teams and end users.
- Familiarity with identity management, Single Sign-On (SSO), Active Directory, Entra ID, Auth0, SAML, or OIDC is preferred.
- Experience using ticketing systems, monitoring tools, and operational dashboards.
- Ability to investigate and troubleshoot complex application issues in production environments.
- Healthcare technology, healthcare SaaS, clinical software, EMR/EHR, or healthcare operations experience is highly preferred.
- Bachelor’s degree preferred but not required with relevant experience.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Paid Time Off (Vacation, Sick & Public Holidays)