TMC Technical Support Specialist

Overview

MUST BE A U.S. CITIZEN WITH NO VISA SPONSORSHIP REQUIRED

COMPANY OVERVIEW

Therapy Management Corporation (TMC) strives to be the preferred therapy provider and employer in all communities we serve. We make a positive difference by delivering compassionate, superior care to all. Our passionate commitment to service excellence creates loyal customers and cultivates the best working environment for our TMC team. Our success is built on unwavering integrity, ethics, and an environment of innovation.

DESCRIPTION

The Technical Support Specialist provides advanced application support for TMC products, platforms, and internal systems. This role serves as an escalation point for complex and critical issues that require deeper diagnostic work than routine support, combining strong customer communication with log analysis, SQL, APIs, system and networking concepts, and monitoring tools to isolate root causes and restore reliable service.

The Specialist works directly with users while collaborating with Product, Software Development, QA, and Dev Ops when issues require product changes, infrastructure remediation, or release activity. The role diagnoses application issues involving servers, networks, databases, and cloud services, then coordinates deeper remediation with the appropriate technical owners rather than assuming infrastructure or database ownership.

Because this position supports healthcare software in a HIPAA-regulated environment, it requires careful handling of PHI/ePHI, disciplined access practices, clear documentation, and the ability to explain technical issues to both technical and non-technical audiences.

RESPONSIBILITIES

• Act as an escalation point for support teams, handling complex and critical technical issues across software applications while maintaining clear communication with affected users and stakeholders.
• Perform in-depth root-cause analysis of recurring problems using application logs, diagnostics, monitoring data, reproduction steps, and other technical evidence to isolate underlying issues.
• Diagnose application issues involving infrastructure dependencies, including servers, networks, databases, and cloud services such as Azure or AWS, and collaborate with Engineering or Dev Ops when infrastructure changes or deeper remediation are required.
• Troubleshoot SQL Server-related application issues using SQL queries, query behavior and performance analysis, and investigation of connectivity or data problems; elevate database administration or structural changes to the appropriate team.
• Collaborate with Software Development and QA to reproduce, document, prioritize, and validate product defects, performance issues, integration failures, and edge-case behaviors.
• Monitor application and system health dashboards, identify abnormal behavior, and take appropriate support actions or elevate issues to reduce customer impact and prevent avoidable outages.
• Support internal and customer-facing technical tools, including configuration, troubleshooting scripts, automation utilities, and monitoring solutions used by the support function.
• Participate in incident and change-management activities, release testing, production validation, and rollout support for new functionality and system changes.
• Develop and maintain accurate technical documentation, troubleshooting procedures, and internal knowledge-base content to improve consistency, training, and issue resolution.
• Provide mentorship and technical guidance to junior support staff and contribute to support process improvement, recurring-issue reduction, and stronger feedback loops with Product and Engineering.
• Follow TMC privacy, security, and access-control requirements when working with customer systems and PHI/ePHI.

REQUIRED…