Technical Support Specialist

Waystar; Louisville (KY); On-site; USD 90,000 - 140,000; Full time

Benefits offered by this job

Competitive total rewards (base salary

Customizable benefits package

Paid time off + holidays

Paid parental leave

Education assistance

LinkedIn Learning access

Mental health programs

401(K) with company match

Pet insurance

Employee resource groups

Job summary

Waystar in Louisville, KY, seeks an experienced Senior Technical Support professional to investigate and resolve highly complex issues in our SaaS product suite. You will work across logs, configurations, and data, delivering professional client support by phone, email, and ticketing systems.

As a Subject Matter Expert for the S4 product, you will mentor junior staff, contribute to knowledge bases, participate in on-call rotations, and collaborate with engineering to drive continuous improvement

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years in a technical product support role, preferably with enterprise software.
• Experience supporting complex SaaS applications in cloud environments (AWS, Azure).
• Able to troubleshoot and resolve intricate problems involving multiple integrated systems.
• Strong analytical and problem-solving skills with attention to detail.
• Excellent verbal and written communication; able to explain complex concepts clearly.
• Proficiency with SQL for data querying and analysis.
• Experience with ticketing systems like Salesforce Service Cloud and Zendesk.

Responsibilities

• Investigate, diagnose, and resolve highly complex technical issues related to Waystar's product suite.
• Act as a subject matter expert for the S4 product, collaborating with engineering and product management teams.
• Provide comprehensive, timely, and professional support to clients via phone, email, and ticketing systems, adhering to SLAs.
• Develop and maintain internal knowledge base articles, troubleshooting guides, and best practices.
• Participate in on‑call rotations for urgent issues outside standard business hours.
• Identify recurring issues and trends; provide feedback to product development for improvements.
• Mentor and train junior support staff on product features and troubleshooting techniques.
• Assist with testing and validation of new product releases and patches to ensure stability.

Skills

Analytical thinking

Communication skills

Attention to detail

Education

Bachelor's degree in Computer Science or Information Technology

Tools

SQL

Salesforce Service Cloud

Zendesk

Job description

ABOUT THIS POSITION

Supports the telephone "hotline" function. Directs telephone calls or written inquiries to appropriate personnel. May answer non-technical questions regarding company products. Maintains log of incoming "hotline" calls.

WHAT YOU'LL DO

• Investigate, diagnose, and resolve highly complex technical issues related to Waystar's product suite, often requiring in-depth analysis of system logs, configurations, and data.
• Act as a subject matter expert for the S4 product, collaborating with engineering, product management, and other support teams to identify root causes and implement lasting solutions.
• Provide comprehensive, timely, and professional support to clients via phone, email, and ticketing systems, adhering to defined service level agreements (SLAs).
• Develop and maintain internal knowledge base articles, troubleshooting guides, and best practices to empower other support tiers and clients.
• Participate in on‑call rotations for urgent support issues outside of standard business hours as needed.
• Identify recurring issues and trends, providing valuable feedback to product development teams for continuous improvement.
• Mentor and train junior support staff on product features, troubleshooting methodologies, and advanced problem‑solving techniques.
• Assist with testing and validation of new product releases and patches to ensure stability and functionality.

WHAT YOU'LL NEED

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in a technical product support role, preferably with experience supporting enterprise-level software solutions.
• Demonstrated expertise in supporting complex SaaS applications, with a strong understanding of cloud environments (e.g., AWS, Azure).
• Proven ability to troubleshoot and resolve intricate technical problems, often involving multiple integrated systems.
• Strong analytical and problem-solving skills, with an acute attention to detail.
• Excellent verbal and written communication skills, with the ability to explain complex technical concepts clearly to both technical and non-technical audiences.
• Proficiency with SQL for database querying and data analysis.
• Experience with ticketing systems (e.g., Salesforce Service Cloud, Zendesk) and remote support tools.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Prior experience with healthcare revenue cycle management (RCM) or financial software is a significant plus.

ABOUT WAYSTAR

Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.

Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun.

Waystar products have won multiple Best in KLAS or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar on Twitter.

WAYSTAR PERKS

• Competitive total rewards (base salary + bonus, if applicable)
• Customizable benefits package (3 medical plans with Health Saving Account company match)
• We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays. We also offer flexible time off for our exempt team members + 13 paid holidays
• Paid parental leave (including maternity + paternity leave)
• Education assistance opportunities and free LinkedIn Learning access
• Free mental health and family planning programs, including adoption assistance and fertility support
• 401(K) program with company match
• Pet insurance
• Employee resource groups

Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Category: Customer Support

Job Type: Full time