Technical Product Specialist, Decision Support

Strata Decision Technology•Chicago, IL

1d•$55,000 - $85,000•Hybrid

About The Position

As a Decision Support Technical Product Specialist, you will own complex, data-driven issues from initial investigation through resolution for our StrataJazz healthcare customers. This role combines deep technical problem solving—leveraging data models, system behavior, and SQL driven insights—with clear, confident customer communication. While this role involves resolving customer-submitted tickets, it goes beyond basic ticket handling—it is a problem-solving role requiring curiosity, diligence, and accountability. You will act as a trusted technical partner to customers, diagnosing root causes, identifying downstream impacts, and delivering solutions you can confidently stand behind.

Requirements

2+ years of experience with enterprise software, preferably in technical support, development, or a customer-facing technical role
Strong SQL skills, including the ability to write and troubleshoot complex queries
Ability to understand and work within relational data models
Proven ability to learn new technologies and systems quickly
Strong analytical and problem-solving skills
Experience managing multiple priorities in a fast-paced environment
Excellent written and verbal communication skills
Experience working directly with customers or stakeholders in a technical capacity

Nice To Haves

Experience supporting healthcare financial or decision support applications (StrataJazz, Axiom, EPSi)
Familiarity with Salesforce or similar case management tools
Experience with Tableau or similar data visualization tools
Experience troubleshooting data pipelines, ETL processes, or reporting tools

Responsibilities

Investigate and resolve complex customer-reported issues related to data, system behavior, and application functionality
Use SQL and system knowledge to analyze data discrepancies, validate outputs, and identify root causes
Own issues end-to-end, from initial intake through resolution and follow-up
Identify related or downstream issues beyond the initial problem statement
Validate solutions thoroughly before communicating outcomes to customers
Effectively prioritize and manage cases according to SOP guidelines while maintaining ownership of your backlog
Develop and implement solutions or recommendations to prevent recurring issues
Escalate complex issues when appropriate, with clear documentation and context
Document all customer interactions, findings, and resolutions accurately in case management systems
Collaborate with cross-functional teams (engineering, product, data) to resolve issues and improve system reliability
Provide guidance and support to junior team members
Ensure secure handling of PHI data in compliance with HIPAA and organizational policies