ABOUT THIS POSITIONSupports the telephone "hotline" function. Directs telephone calls or written inquiries to appropriate personnel. May answer non-technical questions regarding company products. Maintains log of incoming "hotline" calls.
WHAT YOU'LL DO* Provide expert-level technical support for Waystar's products and services to internal and external clients via phone, email, and ticketing system.
* Diagnose, troubleshoot, and resolve complex technical issues related to functionalities, integrations, performance, and data management.
* Collaborate closely with engineering, product management, and development teams to identify root causes of issues and propose solutions or enhancements.
* Document technical issues, resolutions, and best practices in our knowledge base for future reference and continuous improvement.
* Assist clients with configuration, optimization, and migration strategies.
* Conduct proactive monitoring of services and infrastructure to identify potential problems before they impact clients.
* Participate in on-call rotations to provide after-hours support as needed.
* Train and mentor junior support staff on topics and best practices.
* Stay up-to-date with the latest AWS features, services, and industry best practices.
WHAT YOU'LL NEED* Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
* 3+ years of experience in a technical support or system administration role, specifically with AWS.
* Strong understanding of AWS concepts, including buckets, objects, access control, versioning, lifecycle policies, and replication.
* Proficiency in troubleshooting and debugging issues, including API errors, performance bottlenecks, and access problems.
* Experience with AWS CLI, SDKs, and other tools for interacting with the product.
* Familiarity with cloud security best practices and compliance requirements for data storage.
* Excellent problem-solving skills and the ability to analyze complex technical information.
* Strong communication skills, both written and verbal, with the ability to explain technical concepts clearly to diverse audiences.
* Ability to work independently and as part of a team in a fast-paced environment.
* AWS Certified Solutions Architect - Associate or AWS Certified Developer - Associate certification is a plus.
* Experience with scripting languages (e.g., Python, Bash) for automation and data analysis is desirable.
WAYSTAR PERKS- Competitive total rewards (base salary + bonus, if applicable)
- Customizable benefits package (3 medical plans with Health Saving Account company match)
- We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
- Paid parental leave (including maternity + paternity leave)
- Education assistance opportunities and free LinkedIn Learning access
- Free mental health and family planning programs, including adoption assistance and fertility support
- 401(K) program with company match
- Pet insurance
- Employee resource groups
