Technical Support Specialist

Glytec

Atlanta (GA)

Hybrid

USD 52,000 - 76,000

Full time

14 days+

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Job summary

Glytec is seeking a Technical Support Specialist to deliver expert assistance across software customizations, reports, data migrations, patches, and change requests for healthcare partners. This full-time role is remote, with periodic travel to the Metro Atlanta area for office events.

You will triage requests, resolve moderate to complex issues, maintain documentation, and collaborate with cross-functional teams.

Qualifications

2-4 years of experience in technical support, software support, or IT support
Ability to troubleshoot across software, integrations, and data systems
Excellent communication and customer service skills
Associate’s or Bachelor’s degree in CS/IT or related field preferred

Responsibilities

Provide technical support for customers across software customizations, reports, data migrations, patches, and change requests
Triage incoming support requests, independently resolve moderate to complex issues, and escalates high-priority cases appropriately
Monitor support queues and ensure timely customer communication and follow-up
Prepare and maintain technical documentation including user guides, knowledge base articles, installation instructions, and functional specifications
Collaborate with cross-functional teams on issue resolution and customer communications
Identify process improvement opportunities and contribute to workflow enhancements and operational initiatives
Serve as a backup to the IT Help Desk, providing on-site support as needed
Participate in a 24/7 on-call support rotation

Skills

Troubleshooting

Communication

Time management

Detail-oriented

Education

Associate’s or Bachelor’s degree in Computer Science, Information Technology, or related field

Tools

SQL

HL7 interfaces

EMR/EHR systems

Job description

Job Details

Job Location: Remote - Atlanta, GA 30339-5665

Position Type: Full Time

Technical Support Specialist

Full-Time On-Call Rotation

For 20 years, Glytec has built an insulin and metabolic intelligence SaaS platform that hospitals and health plans rely on to help prevent patient harm and standardize workflows across the continuum of care. Join our mission as a Technical Support Specialist and help our partners deliver meaningful outcomes. If you thrive where innovation drives constant change and want to be part of a team that’s saving lives, this role is for you!

Location requirement: This is a remote role. Candidates must be located in the Metro Atlanta, Georgia area for periodic travel to the office and company events.

What You’ll Do

Provide technical support for customers across software customizations, reports, data migrations, patches, and change requests
Triage incoming support requests, independently resolve moderate to complex issues, and escalates high-priority cases appropriately
Monitor support queues and ensure timely customer communication and follow-up
Prepare and maintain technical documentation including user guides, knowledge base articles, installation instructions, and functional specifications
Collaborate with cross-functional teams on issue resolution and customer communications
Identify process improvement opportunities and contribute to workflow enhancements and operational initiatives
Serve as a backup to the IT Help Desk, providing on-site support as needed
Participate in a 24/7 on-call support rotation

Qualifications

What We’re Looking For

Must be located in the Metro Atlanta, Georgia area
2-4 years of experience in technical support, software support, or IT support
Demonstrated ability to troubleshoot and resolve issues across software, integrations, and data systems
Solid critical thinking, problem-solving, time management, and organizational skills with close attention to detail
Excellent communication and customer service skills
Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field preferred

Nice to Have