Technical Support Specialist, L2

Bazeta; Northern (KY); Hybrid; USD 60,000 - 85,000; Full time

Job summary

Interra Health is seeking a Technical Support Specialist, Level 2, to provide advanced technical support for internet-based applications, APIs, and database-driven systems. You will collaborate with Support, Engineering, and Customer teams to address implementation needs and improve issue resolution processes.

This fully remote US role requires a bachelor’s degree or equivalent, strong problem solving, SQL querying, and experience with Postman, Salesforce, and Azure DevOps.

Qualifications

• Bachelor's degree or equivalent work experience.
• 5+ years of related experience in technical support or engineering roles.
• Proficiency with SQL queries and API-related troubleshooting.
• Experience with case management tools (Salesforce/ServiceNow/ZenDesk) and developer tools like Postman.

Responsibilities

• Troubleshoot complex issues across internet-based apps, APIs, and database-driven systems.
• Collaborate with Support, Engineering, and Customer teams to address implementation needs and improve resolution processes.
• Explain technical issues clearly to non-technical audiences and mentor junior staff.
• Manage multiple cases and projects, communicating updates and solutions as needed.

Skills

SQL queries

Python

HTML/CSS

Microsoft Office

Problem-solving

Communication

Education

Bachelor's degree or equivalent

Tools

Postman

Salesforce

ServiceNow

ZenDesk

Azure DevOps

Jira

Job description

# Technical Support Specialist, L2United States1 day agoID 750032$60,000 Salary## DetailsEmployment type: Full-timeRemote: YesSalary from: 60,000Salary to: 85,000Company: Interrahealth## DescriptionWho We Are: Interra Health is a fast-growing healthcare technology company transforming how providers and patients navigate the prescription journey. Formed through the merger of DoseSpot, Arrive Health, and pVerify, Interra Health delivers trusted eligibility, real-time coverage and pricing insights, prescribing tools, and pharmacy transparency at the point of care—helping providers make informed decisions and patients access the right medications with greater clarity and affordability. Backed by strong market momentum and a bold vision for the future of connected care, Interra Health offers the chance to join an innovative, mission-driven team working at the intersection of software and healthcare to reduce friction, improve access, and make the healthcare experience better for everyone. The Role: As a Technical Support Specialist, Level 2, you provide advanced technical support and serve as a secondary escalation point for the support team. You troubleshoot complex issues across internet-based applications, APIs, and database-driven systems, ensuring accurate, timely resolution and technical ownership through to completion. You collaborate closely with Support, Engineering, and Customer teams to address implementation needs, improve issue resolution processes, and enhance overall service quality. Your work directly supports customer satisfaction, retention, and long-term relationship strength. Key Responsibilities: • Effectively troubleshoot and diagnose issue root cause and communicate issue details to both internal and external stakeholders • Support in the development and documentation of processes and best practices to provide support for customers and product end users • Demonstrated ability to effectively explain technical issues to non-technical audiences • Manage multiple points of connect (email, phone, case, chat) and multiple cases and/or projects simultaneously, communicating both updates and in-depth solutions as situations require • Mentor and support level 1 and level 2 technical support specialists • Where appropriate, propose, plan and own new feature requests, internal and external documentation and system trainings What You’ll Bring: • Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience. • Proficient in the use of Microsoft Office Suite • Desire to assist with and improve trouble-shooting documentation • Experience using a case management tool to record detailed notes and manage customer communication (e.g., Salesforce, ServiceNow, ZenDesk) • Proficiency using developer tools, Postman and writing SQL queries is required • Experience with programming languages (C++, Python, HTML, CSS) is a huge plus as it will be helpful when addressing technical questions with customers • Superb problem-solving skills working on mission critical Software as a Service • Excellent verbal and written communication and presentation skills • Prior work with Azure DevOps and/or equivalent experience with similar tools (Jira, etc) • Detail oriented with the ability to multitask and manage time in in a fast-paced, ambiguous environment • Experience in healthcare IT, medical information systems and/or EHRs within Hospital, Clinical, Biotech, medical device, or Pharma verticals a plus • Empathy in your approach to work, and passion for delivering excellent customer experiences • Ability to effectively transfer knowledge to others, both internally to colleagues and externally to our customers • Must be able to work independently while being a proactive team member • Experience partnering across global teams and/or working in a distributed remote environment is a plus Core Competencies: • Knowledge & Application: Complete knowledge and full understanding of area of specialization, principles and practices within a professional discipline. Assesses unusual circumstances and uses sophisticated analytical and problem solving techniques to identify cause. Resolves and assesses a wide range of issues in creative ways and suggests variations in approach. This job is a fully qualified, experienced professional. • Complexity & Problem Solving: Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors. Devises solutions based on limited information and precedent and adapts existing approaches to resolve issues. Uses evaluation, judgment, and interpretation to select right course of action. Work is done independently and is reviewed at critical points. • Collaboration & Interaction: Enhances relationships and networks with senior internal/ external partners who are not familiar with the subject matter often requiring persuasion. Adapts style to differing audiences and often advises others on difficult matters. Working Conditions & Environment • Fully remote role within the United States • Travel once a year for company offsite • Operates in a fast-paced, growth-oriented, PE-backed SaaS environment • Ability to manage multiple cases and shifting priorities • Success in this role requires the ability to balance synchronous collaboration with thoughtful asynchronous execution in a remote-first environment...