Technical Triage Analyst

The SSI Group, LLC.•Mobile, AL

2d•Onsite

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

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.
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.
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).

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.