[Hiring] Technical Support Specialist @Glooko

Role Description

The Technical Support Specialist (TSS) will own, manage, and scale our technical support queue for our market-leading EndoTool (IV & SubQ) glucose management platform. As a TSS, you will be the primary technical shield and point of contact for our existing healthcare clients. Your main mission is to drive operational excellence by drastically reducing case resolution timelines and managing complex software environments. By owning the day-to-day support queue, you will enable our implementation teams to accelerate software delivery. You will comfortably straddle two worlds: maintaining legacy, mission-critical on-premises deployments while actively supporting our client base as they transition to the modern EndoTool Cloud environment.

Please note this role while remote is expected to work East Coast working hours and a rotational after hour shift.

Responsibilities

• Support Ticket Management:
  • Triage, investigate, and resolve inbound application and environment support tickets within CRM tracking software (Zendesk/Salesforce).
• SLA Reduction:
  • Direct ticket workflows and troubleshooting strategies to aggressively drive average case closure rates down.
• Legacy Interoperability Triage:
  • Troubleshoot data flow, connectivity drops, and Medical Record Number (MRN) conversion discrepancies across traditional inbound and outbound HL7 message interfaces.
• Modern API Interoperability:
  • Analyze and debug modern EMR integration pathways by verifying FHIR API request/response payloads.
• Clinical Workflow Integration:
  • Support embedded EMR launch mechanisms and single sign-on workflows utilizing SMART on FHIR frameworks across major EHR platforms (Epic, Cerner, Meditech).
• Identity Management Support:
  • Maintain, test, and resolve user access challenges tied to Single Sign-On (SSO) frameworks, focusing on identity providers like Auth0 and OAuth2 token authentication.
• System Maintenance & Expansion:
  • Perform post-go-live software upgrades, configuration adjustments, and system unit expansions for existing client hospital systems.
• Migration Assistance:
  • Help execute technical server migrations, database migrations, and shifts from local hospital hardware to managed hosting or cloud platforms.
• Critical Incident Coverage:
  • Participate in a scheduled on-call rotation to provide crucial after-hours technical support for Severity 1 & 2 application infrastructure emergencies.
• Documentation & Archiving:
  • Create, revise, and maintain internal and external technical documentation, system schematics, and historical records of software modifications.

Qualifications

• Technical Expertise
  • On-Premises Infrastructure: Direct experience with Windows Server administration, local network topologies, firewall configurations, and secure remote connection utilities is a must.
  • Database Management: Strong proficiency in Microsoft SQL Server and Transact-SQL syntax for querying databases and troubleshooting data integrity issues.
  • Cloud Environments: Foundational exposure to public cloud ecosystems (e.g., Azure or AWS), modern web services (REST APIs), and SaaS monitoring utilities.
  • Healthcare IT Frameworks: Comprehensive understanding of healthcare connectivity standards, including legacy HL7 v2/v3 message specifications, FHIR resources, and OAuth2 security profiles.
  • Strong technical proficiency in configuring, securing, and maintaining authentication/authorization protocols (OIDC, OAuth 2.0, SAML) with hands-on experience managing Auth0 tenant configurations and integrating with Active Directory.
• Professional Competencies & Soft Skills
  • Industry Experience: Minimum of 2 years of technical support or application support experience, ideally operating within a regulated Healthcare IT, Medical Device Software, or B2B SaaS company.
  • Communication Skills: Exceptional verbal and written communication skills, with a proven ability to explain complex infrastructure failures clearly to hospital IT staff, interface analysts, and clinical leads.
  • Critical Thinking: Advanced problem-solving capabilities to systematically isolate root causes across multi-layered software and network environments.
  • Operational Focus: Highly disciplined approach to queue management, showing an ability to prioritize shifting workloads without succumbing to context-switching fatigue.