SaaS Support Specialist – Healthcare Platform (Remote)

Paycom; Atlanta (GA); On-site; USD 60,000 - 85,000; Full time

Job summary

Glytec is seeking an Application Support Specialist to join our remote-first team supporting a hospital-focused SaaS platform. You’ll handle technical support across software customizations, data migrations, and integrations while working from 8am–5pm ET and participating in occasional 24/7 on-call rotations.

Based in the U.S., you’ll collaborate with cross-functional teams, document processes, and help drive workflow improvements to reduce incident resolution times and improve client outcomes.

Qualifications

• 2+ years supporting a software or SaaS application in a customer-facing role
• Ability to troubleshoot and resolve issues across software, integrations, and data systems
• Excellent communication and customer service skills
• Associate’s or Bachelor’s degree in Computer Science, Information Technology, or related field preferred
• Experience with ticketing systems and support environments

Responsibilities

• Provide technical support for customers across software customizations, reports, data migrations, patches, and change requests
• Triage incoming support requests, independently resolve moderate to complex issues, and escrow high-priority cases appropriately
• Monitor support queues and ensure timely customer communication and follow-up
• Prepare and maintain technical documentation including user guides, knowledge base articles, installation instructions, and functional specifications
• Collaborate with cross-functional teams on issue resolution and customer communications
• Identify process improvement opportunities and contribute to workflow enhancements and operational initiatives
• Work standard support coverage hours of 8:00am – 5:00pm ET, monitoring the queue from open
• Participate in a 24/7 on-call rotation occasionally, including overnight and weekend pages

Skills

Customer support

Communication skills

Problem solving

Time management

Independent work

Education

Associate’s or Bachelor’s degree in Computer Science or Information Technology

Tools

HL7 interface engines

SQL

Data analysis

Job description

Glytec is seeking an Application Support Specialist to join our remote-first team supporting a hospital-focused SaaS platform. You’ll handle technical support across software customizations, data migrations, and integrations while working from 8am–5pm ET and participating in occasional 24/7 on-call rotations.

Based in the U.S., you’ll collaborate with cross-functional teams, document processes, and help drive workflow improvements to reduce incident resolution times and improve client outcomes.