Senior SaaS Technical Support Specialist (RCM/S4)

Waystar; Atlanta (GA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive total rewards

Benefits package with multiple medical

Paid time off plus holidays

Parental leave

Education assistance

Mental health programs

401(K) with match

Pet insurance

Employee resource groups

Job summary

Waystar is seeking an experienced technical product support professional to resolve complex SaaS issues and act as a subject matter expert for the S4 product. You will collaborate with engineering, product management, and other teams to deliver timely, high-quality client support via phone, email, and ticketing systems.

The role requires 5+ years in enterprise software support, proficiency with SQL, and familiarity with cloud environments (AWS/Azure).

Qualifications

• Bachelor's degree or equivalent practical experience.
• 5+ years in a technical product support role for enterprise software.
• Experience supporting SaaS applications in cloud environments (AWS/Azure).
• Strong SQL for data analysis and querying.
• Excellent verbal and written communication skills.
• Experience with Salesforce Service Cloud and Zendesk.

Responsibilities

• Investigate, diagnose, and resolve highly complex technical issues related to Waystar's product suite.
• Act as SME for the S4 product and collaborate with engineering and product teams.
• Provide comprehensive support to clients via phone, email, and ticketing systems within SLAs.
• Develop and maintain internal knowledge base articles and troubleshooting guides.
• Participate in on-call rotations for urgent issues outside business hours.
• Identify recurring issues and provide feedback to product teams for improvements.
• Mentor and train junior support staff on product features and troubleshooting.
• Assist with testing and validation of new product releases and patches.

Skills

SaaS support

Cloud expertise

SQL

Analytical skills

Communication

Education

Bachelor's degree or equivalent

Tools

Salesforce Service Cloud

Zendesk

Job description

Waystar is seeking an experienced technical product support professional to resolve complex SaaS issues and act as a subject matter expert for the S4 product. You will collaborate with engineering, product management, and other teams to deliver timely, high-quality client support via phone, email, and ticketing systems.

The role requires 5+ years in enterprise software support, proficiency with SQL, and familiarity with cloud environments (AWS/Azure).