Technical Integrations Specialist

Activated Insights•Idaho Falls, ID

6d•Onsite

About The Position

The Technical Integrations Specialist owns the operational health of Activated Insights' third-party software integrations. This role serves as the bridge between customers, Customer Operations, Product, and Engineering by diagnosing integration issues, identifying root causes, coordinating resolution, and driving continuous improvement across the integration ecosystem. Success in this role ensures customers have reliable, uninterrupted data flow while helping Engineering prioritize the highest-impact work. This is an individual contributor role with significant cross-functional influence and ownership over one of the company's most critical operational functions.

Requirements

Strong technical troubleshooting instincts—comfortable working through logs, API responses, webhook payloads, and data discrepancies.
Working SQL proficiency for querying data and validating customer data.
Understanding of APIs, webhooks, and data synchronization concepts (you do not need to write production code).
Excellent written communication—able to turn a messy customer report into a crisp, engineering-ready ticket.
Sound prioritization judgment—able to weigh customer impact, revenue, and effort to decide which fix matters most.
Customer-facing composure—comfortable on calls with customers whose data sync is down.
Analytical and detail-oriented, with the ability to build and interpret operational metrics.
2+ years in technical support, integration support, solutions analysis, technical account management, or a similar role in a SaaS environment.
Hands-on experience troubleshooting API- or data-integration issues using logs and structured data.
Working knowledge of SQL and comfort reading JSON/XML payloads.
Experience with ticketing/CRM systems (Salesforce preferred) and writing structured bug reports.

Nice To Haves

Familiarity with post-acute care data models—visits/EVV (home care) or census/move-ins (senior living)—strongly preferred.
Experience in healthcare, home care, or senior living technology preferred.

Responsibilities

Own the day-to-day health of third-party integrations across platforms such as WellSky, AlayaCare, AxisCare, HHAeXchange, PointClickCare, MatrixCare, Yardi, Eldermark, and future integration partners.
Investigate integration failures by analyzing logs, APIs, webhook activity, SQL queries, and system data.
Validate data synchronization and identify root causes of integration issues.
Monitor integration performance and proactively identify risks before they impact customers.
Serve as the primary operational contact for customers experiencing integration issues.
Communicate technical issues in a clear, customer-friendly manner.
Participate in customer calls to provide status updates, resolution timelines, and recommendations.
Ensure customers remain informed throughout the resolution process.
Translate customer issues into well-scoped, engineering-ready tickets that include reproduction steps, business impact, affected customers, and ARR impact.
Partner with Engineering and Product to prioritize work based on customer experience, operational risk, and revenue impact.
Validate fixes before customer deployment and assist with post-release verification.
Build and maintain dashboards measuring integration health, recurring issues, resolution times, and customer impact.
Identify recurring failure patterns and recommend long-term process or product improvements.
Develop and maintain documentation, troubleshooting guides, runbooks, and escalation procedures.
Support the rollout and operational readiness of new third-party integrations.
Determine when issues can be resolved operationally versus requiring Engineering involvement.
Prioritize integration incidents based on customer impact, business risk, and revenue implications.
Recommend process improvements to reduce recurring issues.
Escalate systemic platform concerns to Product and Engineering leadership.