Technical Support Analyst (Hybrid)

Unlimited Systems•Cincinnati, OH

9d•Hybrid

About The Position

Unlimited Systems authors the category-leading Unlimited Financials practice management system focused on the unique revenue cycle requirements of specialty healthcare providers. Unlimited Systems customers enjoy streamlined business office workflows, reduced claim denial rates, and accelerated and amplified revenue streams. Unlimited Systems is committed to ensuring that specialty healthcare providers thrive in a dynamic reimbursement environment. Unlimited Systems is a portfolio company of Francisco Partners, a leading technology investment firm with deep sector focus and a track record of delivering outstanding returns. Through private equity and credit funds, they provide flexible capital and partnership to growth-aspiring technology companies. Unlimited Financials, our best-in-class revenue cycle management (RCM) platform, operates in a complex, high-availability healthcare technology environment. Our engineering and support ecosystem spans Azure cloud infrastructure, microservices on AKS, Cosmos DB event sourcing, and a network of healthcare integrations — all of which requires dedicated technical support to remain stable and performant. We are at an inflection point. As we scale our platform and expand into new specialty healthcare markets, the complexity of our system — and the sophistication required to support it — has grown. Our Technical Support team is the final team between production-impacting incidents and our engineering organization. They dig deep, think broadly, and communicate clearly. As a new Technical Support Analyst, you will own the most technically demanding escalations in our support pipeline. You will be the subject matter expert who resolves what others cannot — triaging across application logs, distributed traces, infrastructure telemetry, and database behavior to identify root cause. You will build and share knowledge, develop your teammates' capabilities, and serve as a trusted technical voice when engaging internal stakeholders and, when necessary, our clients. In other words, when the hardest problems land on someone's desk, they land on yours — and you'll have both the autonomy and the support to solve them.

Requirements

Bachelor's degree in computer science, information technology, or related field (or equivalent experience)
5+ years of experience in technical support or systems administration
Proficient in log analysis, scripting (PowerShell, Python, or Bash), and SQL queries
Understanding of web technologies, APIs, and cloud-based systems (AWS, Azure, GCP)
Strong analytical and troubleshooting abilities
Excellent written and verbal communication skills

Responsibilities

Managing technical issues escalated from front-line support staff.
Analyzing logs, configurations, and environments to identify problem sources.
Providing effective resolutions or escalations with comprehensive documentation.
Reproducing customer issues to confirm reported defects or identify configuration errors.
Recommending workarounds or solutions based on documented knowledge and prior cases.
Contributing to post-incident reviews and preventative recommendations.
Creating and maintaining detailed technical documentation and knowledge base articles.
Providing guidance and mentorship to Associate Technical Support Analysts.
Contributing to ongoing improvement of troubleshooting workflows and tools.
Working with technical support teams and product teams to understand escalated issues.
Communicating clearly with customers, ensuring expectations are set and updates are provided.
Participating in the on-call schedule to provide after-hours support as needed.
Contributing feedback to improve product quality and support processes.
Partnering with Product, Engineering, and QA to ensure efficient issue resolution.