[Hiring] Senior Tech Support Specialist @UnitedHealth Group

Role Description

As a Senior Tech Support Specialist within Optum Technology's Enterprise Security division, you will join an L1.5 technical support call center team operating in a 24/7 fully telecommute / remote environment. Our team culture thrives on collaboration, continuous learning, mutual support, and a shared dedication to protecting enterprise security and data privacy.

• Serve as an L1.5 subject matter expert and escalation point in a 24/7 technical support call center environment for enterprise security, gateway infrastructure, authentication, and data privacy issues.
• Apply strong critical thinking and analytical reasoning to evaluate complex technical escalations, identify potential privacy/security risks, and determine appropriate procedural resolution paths.
• Multitask effectively across real-time phone queues, incoming ticket workflows, security monitoring tools, and internal communication channels simultaneously.
• Document call notes, incident details, escalation logs, and support tickets rapidly and accurately via keyboard while actively engaged with end-users on phone calls.
• Receive, triage, and troubleshoot L1-escalated calls and tickets related to security gateways, identity and access management (IAM), multi-factor authentication (MFA), single sign-on (SSO), and privacy concerns.
• Strictly adhere to all closely documented processes, standard operating procedures (SOPs), and compliance workflows for security, access control, and data privacy purposes.
• Identify, document, and triage privacy-related incidents, unauthorized access concerns, and data exposure flags in strict accordance with corporate privacy guidelines and regulatory requirements (e.g., HIPAA).
• Leverage enterprise-approved AI tools and digital technologies to streamline support workflows, automate repetitive tasks, and drive continuous operational improvement.
• Evaluate emerging trends and technical support insights to inform continuous service improvements across call center operations and incident resolution processes.
• Perform initial root cause investigation and technical analysis on security access, gateway connectivity, privacy flags, and authentication failures.
• Maintain flexibility to work within a 24/7 support operational schedule, including rotational shifts, nights, weekends, or holidays as required to ensure continuous coverage.

Qualifications

• High School Diploma / GED required.
• 3+ years of technical support, helpdesk, or call center support experience in an IT or technical service desk environment.
• 3+ years of experience delivering customer service in a high-stress or high-sensitivity phone environment, with demonstrated ability to de-escalate frustrated callers while maintaining strict procedural, documentation, and compliance accuracy.
• 3+ years meeting defined SLA/quality/productivity targets (volume, resolution time, and accuracy) in a high-volume enterprise CRM/ServiceNow environment.
• 2+ years of experience troubleshooting enterprise security infrastructure, security gateways, identity/access management (IAM), or authentication platforms (e.g., MFA, SSO, SAML, Active Directory).
• 2+ years of experience working within closely documented operational procedures, compliance workflows, or data privacy guidelines (e.g., HIPAA, PII, PHI guidelines) in technical support operations.
• 2+ years of experience in a 24/7, shift-based, or high-volume call center support environment, with demonstrated flexibility to work rotational shifts, nights, or weekends.
• 1+ years of experience applying caller/requestor identity verification procedures and recognizing social engineering or unauthorized access attempts in a security or identity support environment.
• 65+ WPM typing speed with strong accuracy.

Requirements

• Associate’s or Bachelor's degree in Information Technology, Computer Science, Cybersecurity, or related field (preferred).
• 2+ years of experience working successfully in a fully remote / telecommute technical support position (preferred).
• 1+ years of experience utilizing AI-assisted productivity tools or automated workflow systems to enhance support ticket resolution (preferred).
• Industry certifications such as CompTIA Security+, Network+, A+, or privacy-related certifications (e.g., CIPP) (preferred).
• Experience working in a healthcare or HIPAA-regulated technical call center or service desk environment with defined SLA and queue performance targets (preferred).
• Strong phone presence, active listening skills, and discretion when handling sensitive user data and privacy issues (preferred).
• Demonstrated ability to multitask efficiently across multiple active communication channels, call queues, and technical applications simultaneously (preferred).
• Proven critical thinking and problem-solving skills when resolving ambiguous or high-priority technical security and privacy issues (preferred).
• Maintains a dedicated, private, HIPAA-compliant home workspace and secured network connection in accordance with company remote-work security standards (preferred).

Benefits

• Comprehensive benefits package.
• Incentive and recognition programs.
• Equity stock purchase and 401k contribution.
• Hourly pay for this role will range from $24.00 to $43.00 per hour based on full-time employment.