Solution Adoption Enrollment

Waystar • Atlanta, GA

12d • Hybrid

About The Position

Supports the telephone "hotline" function. Directs telephone calls or written inquiries to appropriate personnel. May answer non-technical questions regarding company products. Maintains log of incoming "hotline" calls.

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• 3+ years of experience in a technical support or system administration role, specifically with AWS.
• Strong understanding of AWS concepts, including buckets, objects, access control, versioning, lifecycle policies, and replication.
• Proficiency in troubleshooting and debugging issues, including API errors, performance bottlenecks, and access problems.
• Experience with AWS CLI, SDKs, and other tools for interacting with the product.
• Familiarity with cloud security best practices and compliance requirements for data storage.
• Excellent problem-solving skills and the ability to analyze complex technical information.
• Strong communication skills, both written and verbal, with the ability to explain technical concepts clearly to diverse audiences.
• Ability to work independently and as part of a team in a fast-paced environment.

Nice To Haves

• AWS Certified Solutions Architect – Associate or AWS Certified Developer – Associate certification is a plus.
• Experience with scripting languages (e.g., Python, Bash) for automation and data analysis is desirable.

Responsibilities

• Provide expert-level technical support for Waystar's products and services to internal and external clients via phone, email, and ticketing system.
• Diagnose, troubleshoot, and resolve complex technical issues related to functionalities, integrations, performance, and data management.
• Collaborate closely with engineering, product management, and development teams to identify root causes of issues and propose solutions or enhancements.
• Document technical issues, resolutions, and best practices in our knowledge base for future reference and continuous improvement.
• Assist clients with configuration, optimization, and migration strategies.
• Conduct proactive monitoring of services and infrastructure to identify potential problems before they impact clients.
• Participate in on-call rotations to provide after-hours support as needed.
• Train and mentor junior support staff on topics and best practices.
• Stay up-to-date with the latest AWS features, services, and industry best practices.

Benefits

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• Generous paid time off for non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays.
• Flexible time off for exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level