Technical Support Specialist

Role: -Technical Support Specialist (Level 3 – Developing) Location:- On-site, Philadelphia This person serves as the connective tissue between end-users, implementation, client success, and engineering across Client's multi-product healthcare SaaS portfolio (Client, BHL, Owl, Quartet). It's equal parts technical troubleshooting, cross-functional coordination, and knowledge management. They'll own escalated tickets, maintain 98%+ SLA compliance, and help build out documentation and knowledge base content as the support function matures. We're Looking For Someone with 2+ years in technical support or customer success engineering who has worked with complex SaaS integrations (EHR, API, SSO). They should have a structured troubleshooting approach, strong communication skills for both technical and non-technical audiences, and comfort operating in a fast-scaling org where processes are still being built. Healthcare experience is a nice-to-have, not a requirement. Customer-facing experience matters — even non-traditional backgrounds like hospitality or food service are worth a look if the technical fundamentals are there.Technical Baseline ? Experience with web applications, APIs, and support platforms like Zendesk or Jira? Ability to read logs and API responses; basic SQL is a plus? Familiarity with HL7/FHIR is a bonus but not expected