Senior Ruby on Rails Engineer

SmarterDx is seeking a Senior Support Analyst to provide front-line technical and product support for our clients. In this role, you will be the primary point of contact for our users, most of whom are clinical documentation improvement specialists and coders at US health systems. You will be responsible for building trust and empathy with users, troubleshooting issues, and determining whether problems stem from user error or require escalation to our engineering team. This position requires exceptional communication skills, technical aptitude, and the ability to translate complex technical concepts into user-friendly explanations.

Serve as the primary point of contact for user inquiries, providing timely and effective support via phone, email, and chat
Build and maintain strong relationships with users, demonstrating empathy and understanding of their needs and challenges
Troubleshoot and resolve technical issues related to our application, distinguishing between user errors and system-level problems
Escalate complex technical issues to the engineering team when necessary, providing clear and detailed information about the problem
Develop and maintain support documentation, including FAQs, user guides, and troubleshooting procedures
Collaborate with the product team to provide user feedback and suggestions for product improvements
Monitor support metrics and contribute to continuous improvement of support processes
Conduct user training sessions and create educational materials to enhance user proficiency with our application
Stay up-to-date with product updates and features to provide accurate and current support

3+ years experience in technical support or customer service roles, preferably in healthcare technology or SaaS
Experience with Jira or other ticketing systems
Must have strong experience in at least one of the following:
Clinical documentation improvement (CDI) processes
Healthcare information systems
Technical troubleshooting and problem-solving
Excellent communication skills, with the ability to explain technical concepts to non-technical users
Strong empathy and patience, with a genuine desire to help users succeed
Ability to quickly learn and adapt to new technologies and processes
Excellent time management and prioritization skills in a remote environment
Proactive approach to identifying and resolving potential issues before they escalate