Technical Support Specialist

ABOUT THIS POSITION Supports 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 * Investigate, diagnose, and resolve highly complex technical issues related to Waystar's product suite, often requiring in-depth analysis of system logs, configurations, and data. * Act as a subject matter expert for the S4 product, collaborating with engineering, product management, and other support teams to identify root causes and implement lasting solutions. * Provide comprehensive, timely, and professional support to clients via phone, email, and ticketing systems, adhering to defined service level agreements (SLAs). * Develop and maintain internal knowledge base articles, troubleshooting guides, and best practices to empower other support tiers and clients. * Participate in on-call rotations for urgent support issues outside of standard business hours as needed. * Identify recurring issues and trends, providing valuable feedback to product development teams for continuous improvement. * Mentor and train junior support staff on product features, troubleshooting methodologies, and advanced problem-solving techniques. * Assist with testing and validation of new product releases and patches to ensure stability and functionality.   WHAT YOU'LL NEED * Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. * Minimum of 5 years of experience in a technical product support role, preferably with experience supporting enterprise-level software solutions. * Demonstrated expertise in supporting complex SaaS applications, with a strong understanding of cloud environments (e.g., AWS, Azure). * Proven ability to troubleshoot and resolve intricate technical problems, often involving multiple integrated systems. * Strong analytical and problem-solving skills, with an acute attention to detail. * Excellent verbal and written communication skills, with the ability to explain complex technical concepts clearly to both technical and non-technical audiences. * Proficiency with SQL for database querying and data analysis. * Experience with ticketing systems (e.g., Salesforce Service Cloud, Zendesk) and remote support tools. * Ability to work independently and as part of a team in a fast-paced, dynamic environment. * Prior experience with healthcare revenue cycle management (RCM) or financial software is a significant plus. ABOUT WAYSTAR Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle. Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their…