Senior EHR Support Specialist & Troubleshooting Lead

Saisystems Health; Shelton (CT); On-site; USD 85,000 - 105,000; Full time

Job summary

Saisystems Health seeks a Senior Support Specialist to deliver expert support for PacEHR, our electronic health record platform. You will resolve complex client issues, mentor junior staff, and drive improvements in support processes and client satisfaction.

Ideal candidates bring 1–3+ years in SaaS healthcare support, strong EHR workflow knowledge, and experience with HL7, API integrations, and ticketing/CRM tools.

Qualifications

• Bachelor’s degree preferred or equivalent experience in healthcare administration, information systems, or related field.
• 1–3+ years in SaaS application support, preferably within healthcare, EHR, or revenue cycle management environments.
• Strong knowledge of EHR workflows, data structures, and clinical documentation processes.
• Experience troubleshooting HL7 messages, API integrations, and system interoperability issues.
• Proficiency with support ticketing platforms (Zendesk, Jira, Freshdesk) and CRM tools.
• SQL or data query tools are a plus.
• Excellent written and verbal communication skills.
• Strong analytical, problem-solving, and decision-making skills.
• Ability to self-manage, manage multiple priorities, and work under pressure.
• Demonstrated leadership, coaching, and mentoring capabilities.

Responsibilities

• Serve as an escalation point for Tier 1 support requests related to PacEHR functionality and integrations.
• Troubleshoot and resolve complex issues across EHR modules (Scheduling, Clinical Documentation, Billing, Integrations).
• Collaborate with Customer Success, Sales, Product, Engineering, and Implementation teams to reproduce issues and recommend enhancements.
• Support API integrations and data exchange between PacEHR and third-party systems.
• Document case notes, solutions, and user impact for continuity.
• Monitor SLAs for response and resolution times.
• Mentor and train junior support specialists.
• Contribute to knowledge base with best practices and troubleshooting guides.
• Analyze recurring trends and identify product/process improvements.
• Participate in release readiness, UAT, and feature validation.
• Communicate with clients and facilities to resolve issues professionally.

Skills

EHR workflows

API integrations

HL7 messages

Ticketing platforms

CRM tools

SQL

Communication

Analytical thinking

Leadership & mentoring

Time management

Education

Bachelor's degree or equivalent (healthcare/IS)

Tools

Zendesk

Jira

Freshdesk

Job description

Saisystems Health seeks a Senior Support Specialist to deliver expert support for PacEHR, our electronic health record platform. You will resolve complex client issues, mentor junior staff, and drive improvements in support processes and client satisfaction.

Ideal candidates bring 1–3+ years in SaaS healthcare support, strong EHR workflow knowledge, and experience with HL7, API integrations, and ticketing/CRM tools.