TE-1467-Sr Technical Support(application)

ABOUT THE ROLE Our healthcare platform connects member intake forms, payment processing, doctor network integrations, prescription transmission, pharmacy partner fulfilment, and shipment tracking into a single end-to-end care journey. When something breaks in that chain, the Senior Technical Support (Application) agent is the person who figures out exactly what went wrong and why. You do not write code. You do not deploy fixes — that is the Engineering team's job. Your job is to understand the platform deeply enough to diagnose issues precisely: reading sync states, spotting integration failures, identifying pharmacy routing errors, tracing prescription payload problems. You hand Engineering or the relevant operations team a structured, complete escalation that gets the issue resolved fast. You are also the technical reference for the Customer Support team. When a CS agent cannot explain why a member's order is stuck, they come to you. WHAT YOU'LL BE DOING Technical Diagnosis Diagnose complex platform issues using the admin portal — sync state dashboard, order status, integration call logs, payment history, consultation timeline, and member activity log. Identify sync state failures (e.g., failed, stuck, partial sync, retry limit exceeded) and determine whether a manual retry is appropriate or Engineering intervention is required. Trace pharmacy transmission failures: identify which pharmacy partner is affected, check the order's transmission state, and review integration call logs from the order detail view. Diagnose payment issues: distinguish between a member-side card decline (no Engineering needed), a payment authentication failure (Engineering escalation), and a payment webhook not firing (Engineering escalation with event reference). Review intake form errors: identify which stage of the member onboarding flow failed, whether the issue is isolated or systematic, and collect reproduction steps before escalating. Analyse prescription transmission issues: verify integration payload correctness, confirm pharmacy routing, and identify whether the failure is an integration error, a routing error, or a pharmacy-side rejection. Escalation to Engineering Create structured Engineering escalation tickets with: member ID, issue type, severity level, error message or system state, support ticket reference, reproduction steps, member impact count, and business risk. Check the team channel for known issues and existing workarounds before raising a new Engineering ticket. Track Engineering tickets through to resolution — follow up proactively, validate the fix, and update the originating support ticket. Escalate priority issues (P1/P2) immediately — all payments down, member charged with no order created, core integration failure — without attempting workarounds first. Vendor & Partner Escalation Escalate doctor network integration issues (webhook failures, SLA breaches, provider review delays) to the…