Senior Technical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Investigate and resolve issues reported by customers by analyzing SQL queries, reviewing data feeds (HL7, CSV), examining Python code, and collaborating with Data Engineering and Product teams.

• Serve as the empathetic voice for customers facing production challenges—you'll recognize the urgency when ED boarding metrics rise or discharge workflows fail, and provide clear updates regarding status, root cause, and resolution.

• Gain in-depth knowledge of the IPF software platform by exploring workflows such as Departure Lounge, Multidisciplinary Rounds, Case Management, ED Boarding, and Clinical Staffing—understanding both the product and the healthcare operations it supports.

• Write and execute SQL queries to validate data, reproduce issues, and confirm fixes across our customer environments.

• Read and debug Python code to identify defects, comprehend system behavior, and collaborate with Engineering on root cause analysis.

• Document and track issues in Jira, working collaboratively with CSMs, Implementation, Data Engineering, and Product teams to drive resolution.

• Contribute to the knowledge base and troubleshooting playbooks to enhance team efficiency in resolving issues.

⛳️ Requirements

• Experience in customer-facing roles managing production issues within a fast-paced software support team, balancing urgency with quality, coordinating resolutions across teams, and keeping customers informed.

• Strong empathy and communication skills to effectively de-escalate high-pressure situations by clearly communicating with frustrated customers, translating technical complexity into comprehensible updates, and maintaining trust through transparency.

• A troubleshooting mindset supported by a proven history of resolving complex, ambiguous problems—isolating root causes from incomplete data, forming and testing hypotheses, and driving issues to resolution.

• Proficiency in SQL used to diagnose and resolve critical customer issues by crafting queries to validate data, uncover root causes, and verify fixes that restore system functionality.

• Familiarity with Python to effectively identify bugs and logic errors by reviewing production code, enabling faster resolution and more effective collaboration with Engineering teams.

• Learning agility to quickly adapt to complex software systems and make significant contributions—asking insightful questions, connecting concepts across domains, and transitioning from "new to the product" to "independently solving customer issues.”

• A collaborative mindset in driving cross-functional issue resolution—understanding when to involve Engineering, when to coordinate with Customer Success, and when to take ownership of the investigation yourself to assist customers in overcoming obstacles.

🏝️ Benefits

• LeanTaaS is an equal opportunity employer dedicated to fostering an inclusive work environment free from discrimination and harassment.

• We prioritize diversity and inclusion, aiming to create a sense of belonging for everyone.

• All qualified applicants for employment will be considered without regard to race, color, sex, gender identity, gender expression, religion, age, national origin or ancestry, citizenship, physical or mental disability, medical condition, family care status, marital status, domestic partner status, sexual orientation, genetic information, military or veteran status, or any other basis protected by federal, state, or local laws.

• If you need assistance during the application process, please contact accommodations@leantaas.com.

• LeanTaaS will provide reasonable accommodations to qualified individuals with disabilities as required by applicable law.