Senior Clinical SaaS Support Analyst (Remote)

PointClickCare; United States; Remote; USD 95,000 - 130,000; Full time

Benefits offered by this job

retirement plan matching

flexible paid time off

wellness support programs

parental and caregiver leave

fertility and adoption support

continuous learning resources

employee assistance program

employee recognition programs

Job summary

Hidden Jobs is seeking a Senior Solutions Analyst to provide technical support for a cloud-based healthcare SaaS platform used by long-term and post-acute care providers. The role focuses on resolving complex customer issues and acting as a trusted technical partner for clinical and administrative users across thousands of provider organizations.

You will deliver high-quality multi-channel support, diagnose intricate configuration and integration issues, and mentor junior staff while building

Qualifications

• Senior support or solutions analyst with SaaS experience.
• Experience with long-term care or medical facilities workflows.
• Ability to troubleshoot complex system issues in real time.
• Experience using and contributing to a structured knowledge base.

Responsibilities

• Provide multi-channel customer support and document interactions in a ticketing system.
• Diagnose and resolve complex issues involving configuration and integration in care environments.
• Develop deep product expertise to support clinical, patient care, and operations processes on the platform.
• Create and maintain knowledge base content, championing knowledge-centered support.
• Mentor junior team members on troubleshooting practices and SaaS support processes.
• Collaborate cross-functionally to meet or exceed service-level targets.

Skills

Senior SaaS support

Log analysis

Knowledge base

Troubleshooting

Cross-functional collaboration

Tools

Ticketing system

Job description

Hidden Jobs is seeking a Senior Solutions Analyst to provide technical support for a cloud-based healthcare SaaS platform used by long-term and post-acute care providers. The role focuses on resolving complex customer issues and acting as a trusted technical partner for clinical and administrative users across thousands of provider organizations.

You will deliver high-quality multi-channel support, diagnose intricate configuration and integration issues, and mentor junior staff while building