Tier 3 Support Specialist

The Company
Cerbo is a high-growth healthcare SaaS company, doing our part in the medical market to support holistic lifestyles and personalized medicine. Our software – Cerbo EHR – is a cloud-based electronic health records (EHR) and patient portal software system. Healthcare offices across the country – and some around the world – use Cerbo for most everything they do in their day-to-day operations. Cerbo originally started as a developer’s nights-and-weekends project. And has grown into one of the leading EHR systems for functional or “root cause” medicine and membership- or cash-based clinics. Because of our unique origins, we often approach things a bit differently. That is, success for us is not just about the bottom line. It’s more about providing a great product, operating with integrity, and supporting our clients and our team. During the past four years our team has grown, and thousands of practitioners and patients use our product. To this end, we’re looking for a Tier 3 Support Specialist to join our growing team.

What You’ll Do
The Tier 3 Support Specialist will be responsible for providing advanced technical assistance and support to our clients and internal teams. This role requires a deep understanding of our products/services, excellent problem-solving skills, and the ability to effectively communicate technical concepts to non-technical stakeholders. The ideal candidate will thrive in a fast-paced environment and be passionate about delivering superior customer service promptly.

Primary Responsibilities

• Serve as the highest level of escalation for complex technical issues, investigating and resolving them in a timely manner to ensure customer satisfaction
• Distill and summarize tickets for developers to resolve
• Collaborate with development team on identifying improvements to reduce ticket volume
• Collaborate with Tier 1 and Tier 2 support teams to identify trends and recurring issues, providing guidance on effective troubleshooting techniques and solutions
• Act as a subject matter expert for our products/services, providing training and knowledge transfer to other team members and clients as needed
• Document all technical support interactions, including troubleshooting steps, resolutions, and any relevant information, ensuring accurate and comprehensive records are maintained.
• Monitor and respond to issues and questions via customer ticketing system and internal communication tools
• Continuously assess and improve support processes and procedures to optimize efficiency and effectiveness
• Stay up-to-date on industry trends and advancements, proactively identifying opportunities to enhance our products/services and improve the customer experience
• Communicate effectively with clients, keeping them informed of progress on their technical issues and providing regular updates until resolution is achieved
• Participate in on-call rotation schedules to provide after-hours support as needed

• Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent work experience
• Minimum of 3 years of experience in a technical support role, with a focus on troubleshooting complex issues and providing exceptional customer service
• Deep knowledge of the LAMP stack, be proficient with Linux, PHP, MySQL and JavaScript
• Strong analytical and problem-solving skills, with the ability to think critically and creatively to resolve technical challenges
• Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely to diverse audiences.
• Ability to work effectively both independently and as part of a team, collaborating with colleagues across departments to achieve common goals
• Customer-centric mindset, with a dedication to exceeding customer expectations and building positive relationships

• Competitive compensation based on experience
• Health, dental and vision benefits
• 401(k) with matching company contribution
• Short-term disability & long-term disability insurance
• Paid Time Off policy
• Full suite of remote working tools and processes

Location: 100% Remote

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.