[Hiring] Senior Client Support Analyst @SmarterDx

Role Description

SmarterDx is seeking a Senior Client Support Analyst to serve as a technical leader within our Client Support organization. In this role, you will own the investigation and resolution of our most complex client issues while setting a high standard for technical troubleshooting, client communication, and operational excellence.

This role extends beyond resolving support tickets. Senior Client Support Analysts exercise sound judgment, independently navigate ambiguity, mentor developing analysts, and drive complex issues to resolution through cross-functional collaboration.

As one of the most experienced members of the Support organization, you will partner closely with Engineering, Product, Integrations, Client Success, and Operations to resolve client issues while continuously improving support processes, documentation, and operational workflows.

Success in this role requires intellectual curiosity, analytical problem-solving, excellent written and verbal communication, and the ability to balance independent decision-making with effective collaboration.

At SmarterDx, we believe exceptional Client Support is defined by curiosity, judgment, and ownership. Senior Support Analysts investigate thoroughly before escalating, anticipate client needs, communicate proactively, and move work forward through thoughtful action. They leverage teammates as collaborative partners and consistently leave clients, teammates, and internal processes better than they found them.

Qualifications

• 7-10 years experience in technical support or customer service roles, preferably in healthcare technology or SaaS.
• Experience independently leading complex technical investigations involving ambiguity, multiple stakeholders, and sound judgment under incomplete information.
• Must have strong experience in at least two of the following:
  • Technical troubleshooting and problem-solving.
  • Experience in creating and/or updating user documentation or training materials.
  • Healthcare information systems.
• Excellent written and verbal communication skills, with the ability to confidently lead live, on-camera client conversations, ask thoughtful clarifying questions, and translate complex technical concepts into language appropriate for clinical and revenue-focused audiences.
• Strong empathy and patience, with a genuine desire to help users succeed.
• Experience with Jira, Zendesk or other ticketing systems.
• Ability to quickly learn and adapt to new technologies and processes.
• Demonstrated ability of meeting response and resolution expectations while operating in environments with shifting priorities and evolving requirements.
• Ability to make deliberate tradeoff decisions - knowing when to go deep, when to pull in additional resources, and when to progress work in parallel to maintain momentum.
• Proactive approach to identifying and resolving potential issues before they escalate; identifying systemic issues and recommended improvements to prevent recurring client challenges.

Requirements

• Experience with clinical documentation improvement (CDI) software or related healthcare applications.
• Knowledge of medical terminology and hospital workflows.
• Salesforce and/or SQL experience.

Benefits

• Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.
• Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.
• Remote-First Team – Work from anywhere in the U.S.
• Unlimited PTO & 10 Holidays – So you can relax and recharge.
• 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match.
• Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters.
• Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.