Hybrid Technical Support Specialist for Healthcare IT

SoftWriters; Pittsburgh (Allegheny County); Hybrid; USD 52,000 - 72,000; Full time

Benefits offered by this job

Hybrid work policy

Paid parking

PTO day on birthday

Floating holidays

401(k) with company match

Comprehensive medical, dental, and vis

Job summary

SoftWriters, a technology leader serving LTC pharmacies, seeks a Technical Support Specialist to troubleshoot, deploy, and upgrade our software suite. You will engage with clients, diagnose complex issues, and coordinate with product and engineering teams to deliver secure, reliable solutions.

The role emphasizes IT infrastructure, security, and DB performance, with hybrid work from Pittsburgh. A strong customer-focus and 2+ years in technical support are required, along with relevant

Qualifications

• Bachelor’s degree in Information Technology or related field; experience in computer/software.
• Minimum of 2 years in technical customer support or related field.
• Proficiency in web troubleshooting: IIS, SQL databases, security practices; experience with API tools like Postman; RESTful APIs, JSON, XML.
• CompTIA A+ and CompTIA Network+ certifications preferred; familiarity with X509 is a plus.
• Customer-centric approach with strong problem-solving and communication skills.
• Hybrid work environment: comfortable remote and on-site work.

Responsibilities

• Meet with customers/technical representatives to uncover goals, challenges, and processes for higher-level troubleshooting.
• Identify best practices to improve efficiency, reduce costs, or mitigate pain points.
• Analyze customer architecture to diagnose complex issues.
• Act as liaison to escalate issues with product and development.
• Serve as SME for IT infrastructure, performance, security issues.
• Mentor analysts through complex troubleshooting.
• Understand impact of third-party apps/hardware on client issues.
• Explain technical solutions clearly without jargon.
• Guide team on latest security protocols with IT team guidance.
• Document past inquiries to help future solutions.
• Stay updated on technical and security trends and share with team.
• Understand data mapping across product data journeys.
• Support developers/engineers/product management with design recommendations from escalations.
• Ensure software, hardware, and cloud services work together.
• Collaborate with DBAs on database performance, and use SQL scripts to diagnose issues.

Education

Bachelor’s degree Information Technology and/or equivalent education

Tools

IIS

SQL databases

Postman

RESTful APIs

JSON

XML

Job description

SoftWriters, a technology leader serving LTC pharmacies, seeks a Technical Support Specialist to troubleshoot, deploy, and upgrade our software suite. You will engage with clients, diagnose complex issues, and coordinate with product and engineering teams to deliver secure, reliable solutions.

The role emphasizes IT infrastructure, security, and DB performance, with hybrid work from Pittsburgh. A strong customer-focus and 2+ years in technical support are required, along with relevant