技术支援专员，L2级
Technical Support Specialist, L2
我们是谁：
Interra Health是一家快速发展的医疗技术公司，正在改变医护人员和患者在处方旅程中的体验。Interra Health由DoseSpot、Arrive Health和pVerify合并而成，为医护人员提供可信的资格验证、实时保险覆盖和定价洞察、开药工具以及药店透明度，帮助医护人员做出明智的决策，使患者更清晰、更负担得起地获得合适的药物。凭借强劲的市场势头和对连接护理未来的大胆愿景，Interra Health提供了加入一个创新、以使命为导向的团队的机会，这些团队在软件和医疗保健的交汇处工作，减少摩擦，改善可及性，让每个人都能有更好的医疗体验。
职位描述：
作为高级技术支持专家，您将提供高级技术支持，并作为支持团队的二级升级点。您将排查互联网应用、API和数据库驱动系统的复杂问题，确保准确、及时地解决并完成技术责任。您将与支持、工程和客户团队紧密合作，解决实施需求，改进问题解决流程，并提升整体服务质量。您的工作直接支持客户满意度、留存率和长期关系的稳固。
主要职责：
- 有效排查和诊断问题根源，并向内部和外部利益相关者沟通问题详情
- 支持制定和文档化流程和最佳实践，为客户提供支持和产品终端用户的支持
- 具备向非技术人员有效解释技术问题的能力
- 管理多个连接点（邮件、电话、工单、聊天）和多个工单和/或项目，根据情况沟通更新和深入解决方案
- 指导和支持初级和中级技术支持专家
- 在适当的情况下，提出、规划并负责新功能请求、内部和外部文档以及系统培训
您将带来的能力：
- 通常需要至少5年的相关经验，拥有学士学位；或同等的工作经验
- 熟练使用Microsoft Office套件
- 渴望协助并改进故障排除文档
- 使用工单管理工具的经验
查看英文原文
Who We Are:
Interra Health is a fast-growing healthcare technology company transforming how providers and patients navigate the prescription journey. Formed through the merger of DoseSpot, Arrive Health, and pVerify, Interra Health delivers trusted eligibility, real-time coverage and pricing insights, prescribing tools, and pharmacy transparency at the point of care—helping providers make informed decisions and patients access the right medications with greater clarity and affordability. Backed by strong market momentum and a bold vision for the future of connected care, Interra Health offers the chance to join an innovative, mission-driven team working at the intersection of software and healthcare to reduce friction, improve access, and make the healthcare experience better for everyone.
The Role:
As a Technical Support Specialist, Level 2, you provide advanced technical support and serve as a secondary escalation point for the support team. You troubleshoot complex issues across internet-based applications, APIs, and database-driven systems, ensuring accurate, timely resolution and technical ownership through to completion. You collaborate closely with Support, Engineering, and Customer teams to address implementation needs, improve issue resolution processes, and enhance overall service quality. Your work directly supports customer satisfaction, retention, and long-term relationship strength.
Key Responsibilities:
- Effectively troubleshoot and diagnose issue root cause and communicate issue details to both internal and external stakeholders
- Support in the development and documentation of processes and best practices to provide support for customers and product end users
- Demonstrated ability to effectively explain technical issues to non-technical audiences
- Manage multiple points of connect (email, phone, case, chat) and multiple cases and/or projects simultaneously, communicating both updates and in-depth solutions as situations require
- Mentor and support level 1 and level 2 technical support specialists
- Where appropriate, propose, plan and own new feature requests, internal and external documentation and system trainings
What You’ll Bring:
- Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience.
- Proficient in the use of Microsoft Office Suite
- Desire to assist with and improve trouble-shooting documentation
- Experience using a case management tool to record detailed notes and manage customer communication (e.g., Salesforce, ServiceNow, ZenDesk)
- Proficiency using developer tools, Postman and writing SQL queries is required
- Experience with programming languages (C++, Python, HTML, CSS) is a huge plus as it will be helpful when addressing technical questions with customers
- Superb problem-solving skills working on mission critical Software as a Service
- Excellent verbal and written communication and presentation skills
- Prior work with Azure DevOps and/or equivalent experience with similar tools (Jira, etc)
- Detail oriented with the ability to multitask and manage time in in a fast-paced, ambiguous environment
- Experience in healthcare IT, medical information systems and/or EHRs within Hospital, Clinical, Biotech, medical device, or Pharma verticals a plus
- Empathy in your approach to work, and passion for delivering excellent customer experiences
- Ability to effectively transfer knowledge to others, both internally to colleagues and externally to our customers
- Must be able to work independently while being a proactive team member
- Experience partnering across global teams and/or working in a distributed remote environment is a plus
Core Competencies:
- Knowledge & Application: Complete knowledge and full understanding of area of specialization, principles and practices within a professional discipline. Assesses unusual circumstances and uses sophisticated analytical and problem solving techniques to identify cause. Resolves and assesses a wide range of issues in creative ways and suggests variations in approach. This job is a fully qualified, experienced professional.
- Complexity & Problem Solving: Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors. Devises solutions based on limited information and precedent and adapts existing approaches to resolve issues. Uses evaluation, judgment, and interpretation to select right course of action. Work is done independently and is reviewed at critical points.
- Collaboration & Interaction: Enhances relationships and networks with senior internal/ external partners who are not familiar with the subject matter often requiring persuasion. Adapts style to differing audiences and often advises others on difficult matters.
Working Conditions & Environment
- Fully remote role within the United States
- Travel once a year for company offsite
- Operates in a fast-paced, growth-oriented, PE-backed SaaS environment
- Ability to manage multiple cases and shifting priorities
- Success in this role requires the ability to balance synchronous collaboration with thoughtful asynchronous execution in a remote-first environment
Benefits & Perks:
💸Competitive compensation
🌍Remote-first
Work from anywhere in US. We also provide a one-time home office stipend to set up your workspace, plus a monthly Wi-Fi reimbursement.
Flexible work
Flexible scheduling and core collaboration hours (10:00 AM – 3:00 PM ET), giving you space for both deep work and real life.
✈ Company-wide offsite
We invest in connection—join us for an annual offsite to collaborate, build relationships, and have some fun together.
🌴Time off that you’re expected to use
Flexible PTO designed for real recharge, plus 17 company holidays, paid sick leave, and paid parental leave.
💙Comprehensive health coverage
Choose from multiple medical plan options with significant company premium contributions, along with dental (including orthodontia) and vision coverage for you and your family.
Includes company contributions to HSA/FSA accounts (based on plan selection).
💰Financial wellness
401(k) with company match to help you plan for the future.
Interra Health is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.