This individual will serve as a primary technical support contact for healthcare customers using the company's clinical SAAS application. The role will work directly with clinicians, clinical application teams, hospital IT staff, and other healthcare users to understand application issues, troubleshoot problems, provide guidance and education, and coordinate resolution when issues require escalation to Tier 2 or Tier 3 technical teams.
The ideal candidate will have experience supporting
clinical applications in a hospital, oncology, radiation oncology, or healthcare environment, with a strong understanding of clinical workflows and the ability to communicate effectively with both clinical and technical users. Experience with electronic medical record systems,
oncology information systems, or niche healthcare applications is highly preferred. The individual should be comfortable investigating application behavior, identifying whether an issue is related to user workflow, application functionality, configuration, integration, or connectivity, and providing the appropriate information when escalating an issue to specialized technical teams.
This is a fully remote position within the United States. The salary range for this position is
$90,000-$105,000 annually, depending on experience and qualifications.
Responsibilities- Serve as a primary support contact for healthcare customers using clinical and oncology applications.
- Troubleshoot application issues, incidents, and service requests by gathering information, understanding clinical workflows, and identifying potential causes.
- Work directly with clinicians, hospital IT teams, and clinical application users to resolve issues and provide application guidance and education.
- Support issues involving clinical workflows, treatment planning, orders, documentation, application configuration, and user access.
- Investigate application and integration issues involving FHIR, APIs, databases, interfaces, and clinical data workflows.
- Maintain end-to-end ownership of customer tickets, communicating status and next steps to the customer, and ensuring issues are followed through to resolution.
- Determine whether issues are related to application functionality, configuration, integration, or infrastructure, and escalate appropriately to Tier 2/Tier 3 teams.
- Maintain detailed case documentation and develop knowledge base articles, troubleshooting guides, and support documentation.
- Collaborate with Product, Engineering, Clinical Applications, and Implementation teams during customer onboarding, testing, go-live, and issue resolution.
Requirements- 2+ years of experience supporting clinical applications, healthcare software, or healthcare IT systems.
- Experience working directly with clinicians, healthcare users, hospital IT teams, or clinical application teams.
- Experience troubleshooting production application issues and supporting Tier 1/Tier 2 incidents.
- Strong understanding of clinical workflows and ability to translate user problems into a structured troubleshooting process.
- Experience with clinical applications or EMR/EHR systems, such as Epic, Cerner, Meditech, Varian ARIA, Elekta MOSAIQ, or similar platforms.
- Oncology, radiation oncology, clinical informatics, EMR/EHR, PACS/RIS, or other clinical application experience is preferred.
- Familiarity with HL7, FHIR, REST APIs, SQL, or healthcare interfaces is a plus.
- Basic understanding of networking concepts including TCP/IP, DNS, VPNs, and firewalls.
- Strong communication, customer service, documentation, and problem-solving skills, with a commitment to owning customer issues through resolution.
- Ability to work independently in a remote environment and effectively coordinate with Tier 2/Tier 3 technical teams when escalation is required.
Benefits- Vacation, six holidays, and four floating holidays each calendar year (prorated the first year);
- Health and wellness plans, such as medical, dental, vision, basic life, and disability coverage. You are eligible to participate in these benefits effective the first of the month following your date of hire. You may choose to elect coverage for your family on many of these plans, provided they meet eligibility requirements;
- Retirement/401(k) plan;
- Other voluntary programs and opportunities for work/life support
