Support Analyst

Palm Beach Accountable Care Organization; Town of Florida (NY); On-site; USD 65,000 - 90,000; Full time

Job summary

Palm Beach Accountable Care Organization is seeking a Support Analyst to be a frontline problem-solver for customers of our healthcare technology applications. You will own incoming support requests end to end—triaging, investigating, troubleshooting, and resolving issues across our healthcare technology applications.

You will collaborate with Product, Engineering, QA, and Implementation teams to restore services quickly, document findings, and improve processes, while maintaining

Qualifications

• 1–3 years of experience in technical support or customer-facing technical role
• Experience troubleshooting web-based or enterprise software in production environments
• Strong technical aptitude and ability to learn complex software/workflows quickly
• Familiarity with Jira or similar ticketing systems
• Working knowledge of Microsoft Office tools (Outlook, Excel, Word, PowerPoint, Teams)
• Excellent written and verbal communication skills
• Strong organizational skills, attention to detail, and ability to juggle priorities
• Sound judgment on when to resolve independently versus escalate

Responsibilities

• Own the ticket queue: monitor, prioritize, investigate, and resolve incoming requests with accurate documentation and customer updates
• Troubleshoot hands-on by replicating issues, reviewing logs, data, and system behavior
• Escalate smartly after thorough initial troubleshooting and documentation
• Respond to incidents: participate in high-priority production incident response, test and validate fixes
• Spot patterns: identify recurring issues and gaps, suggest improvements to the Support Lead
• Build knowledge: contribute to troubleshooting guides and FAQs to speed the team
• Communicate clearly to both technical and non-technical audiences with professionalism and empathy
• Protect sensitive data: handle patient and company information in compliance with HIPAA and policies

Skills

Technical support

Customer-facing

Troubleshooting

Strong communication

Organizational skills

Attention to detail

Prioritization

Calm under pressure

Education

Bachelor's degree in IT or related field

Tools

Jira

Microsoft Office

Job description

We're looking for a Support Analyst to be a frontline problem-solver for our customers. In this role, you'll own incoming support requests end to end — triaging, investigating, troubleshooting, and resolving issues across our healthcare technology applications. You'll work closely with the Support Lead and partner with Product, Engineering, QA, and Implementation teams to get customers back on track quickly.

This is a great fit if you're organized, technically curious, and energized by helping people in a fast-paced healthcare technology environment.

About the Role

We're looking for a Support Analyst to be a frontline problem-solver for our customers. In this role, you'll own incoming support requests end to end — triaging, investigating, troubleshooting, and resolving issues across our healthcare technology applications. You'll work closely with the Support Lead and partner with Product, Engineering, QA, and Implementation teams to get customers back on track quickly.

This is a great fit if you're organized, technically curious, and energized by helping people in a fast-paced healthcare technology environment.

What You'll Do

• Own the ticket queue. Monitor, prioritize, investigate, and resolve incoming support requests, keeping documentation accurate and customers informed through resolution.
• Troubleshoot hands-on. Replicate reported issues, dig into logs, application data, and system behavior, and distinguish true defects from user error, configuration issues, data problems, or training gaps.
• Escalate smartly. Perform thorough initial troubleshooting and documentation, then escalat
• Respond to incidents. Participate in high-priority production incident response — troubleshooting, testing, validating fixes, and keeping customers and stakeholders updated.
• Spot patterns. Identify recurring issues, documentation gaps, and process improvement opportunities, and share recommendations with the Support Lead.
• Build knowledge. Contribute to troubleshooting guides, knowledge-base articles, and FAQs that make the whole team faster.
• Communicate clearly. Translate technical issues and resolutions for both technical and non-technical audiences with professionalism and empathy.
• Protect sensitive data. Handle customer, patient, and company information with accuracy and confidentiality, in compliance with HIPAA and company policies.

What You Bring

• 1–3 years of experience in technical support, application support, help desk, or a similar customer-facing technical role
• Experience troubleshooting web-based or enterprise software applications in a production environment
• Strong technical aptitude and the ability to learn complex software and workflows quickly
• Familiarity with ticketing systems such as Jira
• Working knowledge of Microsoft Office tools (Outlook, Excel, Word, PowerPoint, Teams)
• Excellent written and verbal communication skills
• Strong organizational skills, attention to detail, and the ability to juggle competing priorities
• Sound judgment on when to resolve independently versus when to elevate
• Ability to stay calm, organized, and effective during high-priority incidents

Nice to Have

• Bachelor's degree in IT, Computer Science, Information Systems, Healthcare Technology, Business, or a related field (or equivalent experience)
• Healthcare or healthcare technology experience (strongly preferred)
• Exposure to databases, SQL, APIs, integrations, HL7/FHIR, or healthcare data
• Experience in a SaaS environment