Technical Triage Analyst

SSI • Mobile, AL

2d

About The Position

The Technical Triage Analyst serves as a key escalation point for Client Administrators, providing advanced technical analysis and resolution for complex support-related issues. This role focuses on accurately diagnosing issues at their source, identifying systemic and recurring problems, and driving long-term improvements through performance optimization and automation. The Technical Triage Analyst works cross-functionally to enable scalable, efficient service delivery in a healthcare IT environment.

Requirements

• Strong understanding of systems, applications, integrations, and data flows in SaaS or enterprise platforms.
• Demonstrated ability to analyze technical problems, identify root causes, and implement durable solutions.
• Familiarity with healthcare technology platforms, workflows, and regulatory considerations (e.g., HIPAA).
• Must be able to see clearly with or without corrective lenses and hear clearly with or without aids.
• Must be able to use hands, fingers and wrists, repetitively, using a computer keyboard and other office equipment, regularly.
• Must be able to proficiently speak, read and write in English.

Nice To Haves

• Familiarity with healthcare technology platforms, workflows, and regulatory considerations (e.g., HIPAA).
• Experience with logging, monitoring, or observability tools.
• Exposure to automation, scripting, or workflow optimization.
• Strong written and verbal communication skills, with the ability to explain technical concepts clearly.
• Ability to prioritize issues effectively in a fast-paced, service-oriented environment.
• Capable of working through ambiguity, prioritizing competing issues, and making sound decisions under pressure.
• Ability to analyze complex data, workflows, and system interactions to identify patterns, trends, and root causes.
• Diagnoses issues effectively, identifies root causes, and implements practical, timely solutions.
• Partners collaboratively with stakeholders and delivers support with a service-oriented mindset.
• Produces accurate, high-quality work through strong attention to detail and consistency.
• Proactively identifies opportunities for continuous improvement and automation to enhance efficiency.

Responsibilities

• Act as the primary escalation point for Client Administrators and frontline support teams for complex technical issues.
• Perform in-depth technical triage to accurately diagnose root causes and ensure issues are resolved at the source, not merely remediated.
• Analyze patterns, trends, and recurring issues to identify systemic problems affecting system reliability, performance, or usability.
• Collaborate with Engineering, DevOps, Product, Client Relations, and other departments to coordinate resolution and prevent future incidents.
• Recommend and support automation, tooling, and process improvements to reduce manual intervention and improve response times.
• Monitor system behavior, logs, integrations, and data flows to proactively detect and resolve potential issues before client impact.
• Create and maintain clear technical documentation, runbooks, and knowledge base articles to support scalable service delivery.
• Support continuous improvement initiatives by contributing technical insights to process, platform, and workflow enhancements.
• Ensure troubleshooting and resolutions align with healthcare compliance, data security, and privacy requirements.

What This Job Offers

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