Technical Support Specialist

Job Details

Job Location:

Remote - Atlanta, GA

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.

• 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

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

• Experience with EMR/EHR systems or healthcare technology
• SQL, data analysis, or database experience
• Familiarity with HL7 interface engines or healthcare integrations
• Experience with ticketing systems and support environments

Join a purpose-driven company, work with a talented team, and enjoy competitive pay, benefits, and opportunities for growth.