Healthcare SaaS Support Engineer

Practicetek; United States; On-site; USD 26,000 - 32,000; Full time

Benefits offered by this job

Health/dental/vision coverage

Wellness benefits

Flexible PTO & holidays

401(k) with company match

Culture Committee

Innovation-driven workplace

Job summary

PracticeTek, a leading healthcare technology provider in North America, is hiring for a Customer Support role within the Customer Success Department. You’ll resolve technical issues, collaborate with product and engineering, and document solutions to help clinics and providers use our software effectively.

Ideal candidates have 2+ years in SaaS support, strong troubleshooting, and excellent communication. The role offers comprehensive benefits and a culture that values curiosity and

Qualifications

• 2+ years in a customer support or technical support role, preferably in SaaS or healthcare technology.
• Experience in psychiatry, behavioral health, or mental health practice settings.
• Strong troubleshooting skills and ability to diagnose complex issues.
• Excellent written and verbal communication with a customer-first mindset.
• Proven ability to work cross-functionally with technical and non-technical teams.
• Strong organizational skills and ability to prioritize in a fast-paced environment.

Responsibilities

• Manage and resolve technical issues from our external Tier 1 support team, including complex problems.
• Investigate and diagnose issues related to software, networks, and system configurations.
• Act as the point of contact for escalated cases with clear customer communication.
• Maintain accurate incident records in the ticketing system for tracking and follow-up.
• Collaborate with Tier 2/3 and other departments to resolve issues.
• Develop and update documentation and knowledge base articles for troubleshooting.

Skills

Customer support

SaaS experience

Troubleshooting

Communication skills

Cross-functional

Organizational skills

Tools

Ticketing system

Job description

PracticeTek, a leading healthcare technology provider in North America, is hiring for a Customer Support role within the Customer Success Department. You’ll resolve technical issues, collaborate with product and engineering, and document solutions to help clinics and providers use our software effectively.

Ideal candidates have 2+ years in SaaS support, strong troubleshooting, and excellent communication. The role offers comprehensive benefits and a culture that values curiosity and