Remote Technical Support Specilaist L2

Who We Are:Interra Health is a fast-growing healthcare technology company transforming how providers and patients navigate the prescription journey. Formed through the merger of DoseSpot, Arrive Health, and pVerify, Interra Health delivers trusted eligibility, real-time coverage and pricing insights, prescribing tools, and pharmacy transparency at the point of care—helping providers make informed decisions and patients access the right medications with greater clarity and affordability. Backed by strong market momentum and a bold vision for the future of connected care, Interra Health offers the chance to join an innovative, mission-driven team working at the intersection of software and healthcare to reduce friction, improve access, and make the healthcare experience better for everyone.Technical Support Specialist, L2The 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 stakeholdersSupport in the development and documentation of processes and best practices to provide support for customers and product end usersDemonstrated ability to effectively explain technical issues to non-technical audiencesManage multiple points of connect (email, phone, case, chat) and multiple cases and/or projects simultaneously, communicating both updates and in-depth solutions as situations requireMentor and support level 1 and level 2 technical support specialistsWhere appropriate, propose, plan and own new feature requests, internal and external documentation and system trainingsWhat 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 SuiteDesire to assist with and improve trouble-shooting documentationExperience 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 requiredExperience with programming languages (C++, Python, HTML, CSS) is a huge plus as it will be helpful when addressing technical questions with customersSuperb problem-solving skills working on mission critical Software as a ServiceExcellent verbal and written communication and presentation skillsPrior 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 environmentExperience in healthcare IT, medical information systems and/or EHRs within Hospital, Clinical, Biotech, medical device, or Pharma verticals a plusEmpathy in your approach to work, and passion for delivering excellent customer experiencesAbility to effectively transfer knowledge to others, both internally to colleagues and externally to our customersMust be able to work independently while being a proactive team memberExperience partnering across global teams and/or working in a distributed remote environment is a plusCore 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 & EnvironmentFully remote role within the United StatesTravel once a year for company offsiteOperates in a fast-paced, growth-oriented, PE-backed SaaS environmentAbility to manage multiple cases and shifting prioritiesSuccess in this role requires the ability to balance synchronous collaboration with thoughtful asynchronous execution in a remote-first environmentBenefits & Perks:Competitive compensationRemote-firstWork from anywhere in US. We also provide a one-time home office stipend to set up your workspace, plus a monthly Wi-Fi reimbursement.Flexible workFlexible scheduling and core collaboration hours (10:00 AM – 3:00 PM ET), giving you space for both deep work and real life.✈ Company-wide offsiteWe invest in connection—join us for an annual offsite to collaborate, build relationships, and have some fun together.Time off that you're expected to useFlexible PTO designed for real recharge, plus 17 company holidays, paid sick leave, and paid parental leave.Comprehensive health coverageChoose from multiple medical plan options with significant company premium contributions, along with dental (including orthodontia) and vision coverage for you and your family.Includes company contributions to HSA/FSA accounts (based on plan selection).Financial wellness401(k) with company match to help you plan for the future.Interra Health 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.