Technical Support Specilaist L2
Who We Are:
PE-backed start-up, DoseSpot is a dynamic and innovative leader in the electronic prescribing software market, and its subsidiary, pVerify, is an industry leading insurance verification solution. We are on a hyper-growth curve at the intersection of the software and healthcare industries. We need great team members to capitalize on these opportunities and improve the healthcare experience for patients and doctors alike. DoseSpot and pVerify have an exciting opportunity to join a fun and growing team, benefit from strong market tailwinds, and be part of an exciting opportunity to ensure mission-critical prescriptions and verifications are delivered on time and without error.
Technical Support Specialist, L2
The Role:
As a Technical Support Specialist, Level 2, you provide advanced technical support and serve as a secondary escalation point for the support team. You troubleshoot complex issues across internet-based applications, APIs, and database-driven systems, ensuring accurate, timely resolution and technical ownership through to completion. You collaborate closely with Support, Engineering, and Customer teams to address implementation needs, improve issue resolution processes, and enhance overall service quality. Your work directly supports customer satisfaction, retention, and long-term relationship strength.
Key Responsibilities:
Effectively troubleshoot and diagnose issue root cause and communicate issue details to both internal and external stakeholders
Support in the development and documentation of processes and best practices to provide support for customers and product end users
Demonstrated ability to effectively explain technical issues to non-technical audiences
Manage multiple points of connect (email, phone, case, chat) and multiple cases and/or projects simultaneously, communicating both updates and in-depth solutions as situations require
Mentor and support level 1 and level 2 technical support specialists
Where appropriate, propose, plan and own new feature requests, internal and external documentation and system trainings
What You’ll Bring:
Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience.
Proficient in the use of Microsoft Office Suite
Desire to assist with and improve trouble-shooting documentation
Experience using a case management tool to record detailed notes and manage customer communication (e.g., Salesforce, ServiceNow, ZenDesk)
Proficiency using developer tools, Postman and writing SQL queries is required
Experience with programming languages (C++, Python, HTML, CSS) is a huge plus as it will be helpful when addressing technical questions with customers
Superb problem-solving skills working on mission critical Software as a Service
Excellent verbal and written communication and presentation skills
Prior work with Azure DevOps and/or equivalent experience with similar tools (Jira, etc)
Detail oriented with the ability to multitask and manage time in in a fast-paced, ambiguous environment
Experience in healthcare IT, medical information systems and/or EHRs within Hospital, Clinical, Biotech, medical device, or Pharma verticals a plus
Empathy in your approach to work, and passion for delivering excellent customer experiences
Ability to effectively transfer knowledge to others, both internally to colleagues and externally to our customers
Must be able to work independently while being a proactive team member
Experience partnering across global teams and/or working in a distributed remote environment is a plus
Core Competencies:
Knowledge & Application: Complete knowledge and full understanding of area of specialization, principles and practices within a professional discipline. Assesses unusual circumstances and uses sophisticated analytical and problem solving techniques to identify cause. Resolves and assesses a wide range of issues in creative ways and suggests variations in approach. This job is a fully qualified, experienced professional.
Complexity & Problem Solving: Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors. Devises solutions based on limited information and precedent and adapts existing approaches to resolve issues. Uses evaluation, judgment, and interpretation to select right course of action. Work is done independently and is reviewed at critical points.
Collaboration & Interaction: Enhances relationships and networks with senior internal/ external partners who are not familiar with the subject matter often requiring persuasion. Adapts style to differing audiences and often advises others on difficult matters.
Working Conditions & Environment
Fully remote role within the United States
Travel once a year for company offsite
Operates in a fast-paced, growth-oriented, PE-backed SaaS environment
Ability to manage multiple cases and shifting priorities
Success in this role requires the ability to balance synchronous collaboration with thoughtful asynchronous execution in a remote-first environment
DoseSpot is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
Benefits & Perks:
🌍Remote work environment with a flexible work schedule to encourage work-life balance
✈Annual company offsite
🌴Generous leave package including flexible time off policy that encourages team members to take time off to relax and recharge; plus 13 paid holidays, paid sick leave, and paid parental leave
💙 Medical, dental, and vision insurance for you and your family, plus a company funded FSA & HSA (dependent on which medical plan you choose)
💰401(k) company match
💸One-time workspace reimbursement to help you optimize your remote workspace
DoseSpot is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.