Technical Support Analyst

WellSky Corporation; United States; On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical benefits

Mental health support

Paid time off + holidays

401(k) retirement plan

Educational assistance

Job summary

WellSky Corporation is seeking a Technical Support Analyst to provide expert technical assistance to clients and coordinate with engineering teams to resolve issues using SQL. This role sits within our Bonafide Support team and emphasizes timely problem solving and clear client communication.

Responsibilities include troubleshooting, documenting cases in Salesforce, and collaborating across teams to drive continuous process improvements while maintaining strong client relationships.

Qualifications

• Bachelor's Degree or equivalent work experience.
• 2–4 years of relevant work experience.
• SQL proficiency, including writing and troubleshooting queries.
• Experience maintaining clear, accurate technical documentation.
• Ability to analyze and interpret data to identify trends and support data-driven decisions.

Responsibilities

• Review, troubleshoot, and document escalated application technical issues.
• Assist engineering teams to identify, debug, test, and resolve client-facing application issues.
• Document Salesforce cases with investigation steps, outcomes, and resolutions.
• Escalate and own unresolved issues through resolution.
• Ensure required response time and resolution times are met.
• Write, evaluate, and troubleshoot SQL queries to fix data-related problems.
• Conduct root cause investigations and recommend corrective actions.
• Collaborate with cross-functional teams on process improvements.
• Foster strong client relationships through proactive support and clear communication.

Skills

SQL

Data interpretation

Documentation

Communication

Education

Bachelor's Degree or equivalent

Tools

Salesforce

Job description

The Technical Support Analyst is responsible for providing technical support to WellSky clients. The scope of this job includes the timely resolution of user issues by defining technical problems and working with engineering teams to test, validate, and resolve issues as appropriate through SQL. This opening is with our Bonafide Support team.

Key Responsibilities

• Review, troubleshoot, and document escalated application technical issues.
• Assist engineering teams to identify, debug, test, and resolve client-facing application issues.
• Document Salesforce cases to accurately reflect complete investigation steps taken with resulting outcomes, next steps, and resolutions while including details of all client communications.
• Escalate and document unresolved issues as required and maintain ownership of issue through resolution.
• Ensure required response time and resolution times are met.
• Write, evaluate, and troubleshoot SQL queries to identify, investigate, and correct complex data-related problems.
• Conduct root cause investigations and recommend long-term corrective actions.
• Collaborate with cross-functional teams on continuous process improvements.
• Foster strong client relationships through clear communication, proactive support, and efficient issue resolution processes.
• Perform other job duties as assigned.

Required Qualifications

• Bachelor's Degree or equivalent work experience.
• At least 2-4 years relevant work experience.
• SQL proficiency, including experience writing and troubleshooting queries, interpreting data, and joining tables to investigate technical issues.
• Experience maintaining clear, accurate technical documentation, including investigation notes, customer communications, and issue resolutions.
• Ability to analyze and interpret data to identify trends, troubleshoot application issues, and support data-driven decision making.

Preferred Qualifications

• Experience providing technical customer support in a software or IT environment.
• Healthcare or healthcare IT experience, preferably within home health, hospice, or durable medical equipment (DME/HME).
• Experience using a customer relationship management (CRM) platform, such as Salesforce, to manage support cases and customer communications.

Job Expectations

• Willing to work additional or irregular hours as needed.
• Must work in accordance with applicable security policies and procedures to safeguard company and client information.
• Must be able to sit and view a computer screen for extended periods of time.

Benefits

• Excellent medical with Rx, dental, and vision benefits.
• Mental health support through EAP.
• Generous paid time off, plus 13 paid holidays.
• 100% vested 401(K) retirement plans.
• Educational assistance up to $2500 per year.

Equal Employment Opportunity

WellSky provides equal employment opportunities to all people without regard to race, color, national origin, ancestry, citizenship, age, religion, gender, sex, sexual orientation, gender identity, gender expression, marital status, pregnancy, physical or mental disability, protected medical condition, genetic information, military service, veteran status, or any other status or characteristic protected by law. WellSky is proud to be a drug‑free workplace. Applicants for U.S.-based positions with WellSky must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Certain client‑facing positions may be required to comply with applicable requirements, such as immunizations and occupational health mandates.