Technical Product Specialist, Decision Support

As a Decision Support Technical Product Specialist, you will own complex, data-driven issues from initial investigation through resolution for our StrataJazz healthcare customers. This role combines deep technical problem solving—leveraging data models, system behavior, and SQL driven insights—with clear, confident customer communication. 

While this role involves resolving customer-submitted tickets, it goes beyond basic ticket handling—it is a problem-solving role requiring curiosity, diligence, and accountability. You will act as a trusted technical partner to customers, diagnosing root causes, identifying downstream impacts, and delivering solutions you can confidently stand behind. 

How You’ll Make an Impact 

• Investigate and resolve complex customer-reported issues related to data, system behavior, and application functionality 
• Use SQL and system knowledge to analyze data discrepancies, validate outputs, and identify root causes 
• Own issues end-to-end, from initial intake through resolution and follow-up 
• Identify related or downstream issues beyond the initial problem statement 
• Validate solutions thoroughly before communicating outcomes to customers 
• Effectively prioritize and manage cases according to SOP guidelines while maintaining ownership of your backlog 
• Develop and implement solutions or recommendations to prevent recurring issues 
• Escalate complex issues when appropriate, with clear documentation and context 
• Document all customer interactions, findings, and resolutions accurately in case management systems 
• Collaborate with cross-functional teams (engineering, product, data) to resolve issues and improve system reliability 
• Provide guidance and support to junior team members 
• Ensure secure handling of PHI data in compliance with HIPAA and organizational policies 

What Success Looks Like 

Successful team members in this role: 

• Take ownership of issues and proactively drive them to resolution, seeking guidance when needed while maintaining strong personal accountability 
• Demonstrate strong SQL proficiency and the ability to investigate complex data scenarios 
• Understand and navigate relational data models effectively 
• Think beyond surface-level symptoms to identify root causes and related impacts 
• Validate their work carefully to ensure accuracy before communicating solutions 
• Learn new systems and technologies quickly 
• Communicate clearly, concisely, and confidently with customers 
• Deliver a high-quality customer experience by demonstrating empathy, setting clear expectations, and consistently following through 
• Manage multiple priorities while staying organized and responsive 

What We’re Looking For 

• 2+ years of experience with enterprise software, preferably in technical support, development, or a customer-facing technical role 
• Strong SQL skills, including the ability to write and troubleshoot complex queries 
• Ability to understand and work within relational data models 
• Proven ability to learn new technologies and systems quickly 
• Strong analytical and problem-solving skills 
• Experience managing multiple priorities in a fast-paced environment 
• Excellent written and verbal communication skills 
• Experience working directly with customers or stakeholders in a technical capacity 

Preferred: 

• Experience supporting healthcare financial or decision support applications (StrataJazz, Axiom, EPSi) 
• Familiarity with Salesforce or similar case management tools 
• Experience with Tableau or similar data visualization tools 
• Experience troubleshooting data pipelines, ETL processes, or reporting tools 

Work Style 

This is a highly autonomous role. While collaboration and guidance across our teams are always available and encouraged, you will be expected to independently investigate, diagnose, and resolve complex issues. The ideal candidate enjoys digging into challenging problems, working with data, and taking ownership of outcomes. 

Estimated Salary Range: $55,000-85,000
Actual salary will be determined based on factors including, but not limited to, skill set and level of experience. This salary range is a good faith estimate of base pay. Strata also provides discretionary variable pay programs based on role. In addition, Strata provides a comprehensive benefits package including retirement benefits, health and welfare benefits, paid time off, parental leave, life and accident insurance, and other voluntary and well-being benefits.