[Hiring] Interoperability/Measurable L1 Analyst @Health Catalyst

Role Description

Be part of a World-Class Team providing first-level technical and application support for healthcare interoperability solutions. As an L1 Support Engineer, you will serve as the primary point of contact for customers across our hosted medical record processing applications. This role focuses on troubleshooting, monitoring, documentation, and delivering exceptional customer service in a fast-paced 24/7 support environment.

What You Will Own

• First-Line Customer Contact: Serve as the initial point of contact for customers via phone, email, and self-service ticketing portal, delivering responsive and professional support throughout every interaction.
• Triage & Troubleshooting: Perform first-level triage and troubleshooting for application, server, and connectivity issues. Gather, analyze, and document customer issues to determine appropriate resolution paths.
• Application Guidance: Assist customers with application navigation, configuration questions, and basic usage guidance, and verify proper hardware, software, and network setup for supported applications.
• Access Management: Manage and resolve common access issues such as usernames, passwords, and permissions in accordance with security and compliance requirements.
• Environment Monitoring: Monitor client environments in real time within a 24/7 hosted environment, identifying and acting on alerts before they impact customers.
• Escalation Management: Escalate complex or unresolved issues to Level 2/3 support teams, engineers, or database teams as needed, ensuring clean handoffs and continuity of customer communication. This includes facilitating conversations across multiple teams, clients, and vendors.
• On-Call 24x7 Coverage: Participate in an on-call rotation for after-hour escalations. This is typically once a month from Monday to Wednesday, but may include other weekdays and weekend coverage.
• Documentation: Maintain accurate and timely ticket documentation, including reproduction steps, customer impact, and resolution details.
• Customer Follow-Through: Follow up with customers to confirm issue resolution and ensure satisfaction, closing the loop on every ticket.

Qualifications

• Strong customer service and communication skills, both written and verbal.
• Ability to ask probing, relevant questions to quickly understand and diagnose issues.
• Basic knowledge of network troubleshooting, including IP addresses, connectivity errors, and command-line tools.
• Ability to troubleshoot within defined support scope and redirect appropriately when needed.
• Familiarity with ticketing systems and structured documentation practices.
• Comfort working in a fast-paced, 24/7 support environment.
• Basic understanding of servers, hosted applications, and third-party integrations.
• Collaborative mindset with the ability to work effectively across teams.
• Strong time-management and organizational skills.

Information Security and Compliance Responsibilities

• Maintain compliance with training directives required by the organization pertaining to Information Security, Acceptable Use Policy, and HIPAA Privacy and Security.
• Adhere to and comply with the organization’s Acceptable Use Policy.
• Safeguard information system assets by identifying and reporting potential and actual security events to the organization’s Security and Compliance Officers.

Company Description

At Health Catalyst, we appreciate the opportunity to benefit from the diverse backgrounds and experiences of others. Because of our deep commitment to respect every individual, Health Catalyst is an equal opportunity employer.