Technical Support Specialist

Waystar • Atlanta, GA

1d • Onsite

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.
• Minimum of 5 years of experience in a technical product support role, preferably with experience supporting enterprise-level software solutions.
• Demonstrated expertise in supporting complex SaaS applications, with a strong understanding of cloud environments (e.g., AWS, Azure).
• Proven ability to troubleshoot and resolve intricate technical problems, often involving multiple integrated systems.
• Strong analytical and problem-solving skills, with an acute attention to detail.
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts clearly to both technical and non-technical audiences.
• Proficiency with SQL for database querying and data analysis.
• Experience with ticketing systems (e.g., Salesforce Service Cloud, Zendesk) and remote support tools.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.

Nice To Haves

• Prior experience with healthcare revenue cycle management (RCM) or financial software is a significant plus.

Responsibilities

• Investigate, diagnose, and resolve highly complex technical issues related to Waystar's product suite, often requiring in-depth analysis of system logs, configurations, and data.
• Act as a subject matter expert for the S4 product, collaborating with engineering, product management, and other support teams to identify root causes and implement lasting solutions.
• Provide comprehensive, timely, and professional support to clients via phone, email, and ticketing systems, adhering to defined service level agreements (SLAs).
• Develop and maintain internal knowledge base articles, troubleshooting guides, and best practices to empower other support tiers and clients.
• Participate in on-call rotations for urgent support issues outside of standard business hours as needed.
• Identify recurring issues and trends, providing valuable feedback to product development teams for continuous improvement.
• Mentor and train junior support staff on product features, troubleshooting methodologies, and advanced problem-solving techniques.
• Assist with testing and validation of new product releases and patches to ensure stability and functionality.

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