Senior Technical Support Advisor (Remote)

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Posted 5 days ago United States Salary undisclosed
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Job Description

Swift Medical is looking for a Senior Technical Support Advisor (Remote) to join our expanding team. In this role, the right person is a tenacious investigator with strong B2B software experience who knows their way around complex API environments. Logical, methodical, yet engaging, the Senior Technical Support Advisor owns our most challenging and interesting cases. You'll be in the heart of the ship, working cross-functionally as the critical link between Swift's premier healthcare clientele and our product, engineering, and success teams to resolve technical escalations, enhance product development, and inspire your teammates to deliver world-class customer service. If you're ready to make your mark and do truly groundbreaking work with a rapidly growing SaaS industry leader, send us a brief note along with your resume to tell us what excites you about this chance to help build and scale up Swift's Support Team . Responsibilities: Takes ownership of technical escalations and troubleshoots complex issues, working closely with customers, other support team members, engineers, and developers to resolve the most challenging problems Collaborates with the internal team and customers for ideas and process changes that can improve the overall customer experience Contributes directly to the implementation and development of new technical systems and workflows to enhance support delivery, particularly to premium/enterprise customers Trains and mentors junior staff on the team Keeps abreast of industry trends and best practices and applies such concepts to their work Minimum Requirements: A minimum of 3 years experience delivering technical support in an integrated API software environment, including troubleshooting both cloud and mobile applications (experience supporting integrations with major EMRs in the US and Canadian healthcare industries is strongly preferred but not necessary) At least 1 year experience engaging directly with B2B software customers to handle and resolve technical escalations At least 1 year experience using SQL to query databases and build complex reports Some experience working in high-growth SaaS startup environments with software release cycles (especially scrum and agile methodologies) Some experience working with a JIRA instance involving multiple teams as well as working with a major CRM (e.g. Hubspot, Salesforce, MS Dynamics) Superior communication skills with a proven ability to translate technical problems to fit the understanding of different audiences Technologies We Use: RESTful API (especially HTTP, JSON, XML) Python/Ruby (especially Ruby-on-Rails) JavaScript Java/Kotlin/Swift/Objective C Gitlab Docker/Kubernetes ADB/Xcode Firebase *NIX OS environments Medical: Other than the impact we're making in the healthcare industry, the very best thing about Swift Medical is our people. Certified as a Great Place to Work®, what we do is not only inspiring, it creates a close-knit team working in an energetic, collaborative, and positive atmosphere. A few popular offerings include: An attractive Unlimited Vacation Program Participation in our Educational Reimbursement Program Competitive compensation with Employee Stock Options available Health benefits with a competitive healthcare spending account Mentoring and development opportunities Extensive training from seasoned, engaged professionals Flexible, remote working options Fun company events for the whole family The opportunity to make a difference in the lives of our patients! Swift is an equal opportunity employer and is committed to creating a diverse workplace. Swift provides equal employment opportunities (EEO) to all employees and applicants for employment regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. Apply for This Job