Senior Support Analyst, Customer Success Operations

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.

**This role is fully remote within the US, preferably working Eastern or Central business hours**

• Serve as the primary owner for the organization's most complex client issues, executive escalations, and technically challenging investigations
• Independently investigate technical issues using product knowledge, system behavior, historical tickets, documentation, internal tooling, and available data before determining the appropriate next step
• Distinguish between product defects, configuration issues, workflow misunderstandings, integration failures, data issues, and expected application behavior
• Drive investigations across Engineering, Product, Data, Clinical Excellence, Customer Success, and Integrations while maintaining clear ownership of the client experience
• Balance urgency with thorough investigation, ensuring issues continue moving forward even when multiple teams are involved
• Escalate thoughtfully, bringing well-defined findings, supporting evidence, and clear recommendations rather than unresolved questions

• Maintain ownership of tickets from initial intake through final client confirmation and resolution
• Prioritize work based on client impact, workflow-blocking status, executive visibility, and operational risk
• Ensure all ticket documentation, classifications, routing, labels, linked work items, and client communications are complete and accurate
• Identify trends across client issues and recommend improvements to workflows, documentation, tooling, or product functionality
• Contribute to the continuous refinement of support processes and operational standards

• Lead complex client conversations through email, Zoom, Slack, and phone
• Translate technical concepts into language appropriate for clinical and operational audiences
• Maintain client confidence by setting realistic expectations through proactive communication, ensuring clients remain informed throughout complex investigations
• Communicate investigation findings clearly across technical and non-technical teams

• Model excellent troubleshooting, prioritization, documentation, and client communication for the Support team
• Coach analysts through investigations by asking thoughtful questions, encouraging independent problem-solving before providing direction and serving as an escalation resource
• Review complex client communications and provide constructive feedback, proactively and when appropriate
• Partner with Support leadership to identify coaching opportunities and recurring knowledge gaps
• Contribute to onboarding, documentation, training materials, and process improvements

• 7-10 years experience in technical support or client 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
• Proactive approach to identifying and resolving potential issues before they escalate; identifying systemic issues and recommended improvements to prevent recurring client challenges

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