Technical Support Specialist

Job Summary

Owning the day-to-day monitoring and operational management of the Human-in-the-Loop (HITL) layer, the full-time remote HITL Technical Support Specialist will provide Tier 2 technical support, issue triage for post-go-live Perioperative Care Coordination clients, and ensure accuracy and quality in HITL workflows.

Key Responsibilities

• Track and monitor HITL queues and workflows to ensure timely human review and quality assurance
• Provide technical support for post-go-live PCC solutions and lead root cause analysis for recurring issues
• Identify process improvement opportunities and maintain documentation for HITL operations

Required Qualifications

• General familiarity with the US healthcare system and clinical workflows
• Experience in technical support, including SLA management and issue triage in a healthcare or SaaS context
• Proficiency in SQL and comfort with ETL/data pipeline concepts
• Strong organizational skills with the ability to manage queues and track SLAs
• Excellent communication skills to convey complex technical cases to diverse audiences