Technical Customer Support Specialist - Healthtech; NYC)

Carex is partnering with a Series A healthtech partner to hire multiple Technical Customer Support Specialists to join the team onsite in
New York City
. This is a customer-facing technical role supporting a technology platform built specifically for behavioral health organizations
. The Technical Customer Support Specialist will work directly with behavioral health providers to troubleshoot technical and workflow issues and partner cross-functionally with implementation, product, and engineering teams to drive issues through resolution.

Candidates should bring strong subject matter expertise in one of two areas:
EHR/CRM workflows or Revenue Cycle Management (RCM). EHR/CRM-focused candidates should have a strong understanding of healthcare technology, clinical and operational workflows, configuration, and integrations. RCM-focused candidates should bring deeper expertise in healthcare billing, revenue cycle workflows, and related technology. This role is well suited for someone coming from an EHR/EMR vendor, healthcare SaaS organization, RCM technology company, or technical implementation environment who wants to apply their expertise to behavioral health and work directly with customers and product teams in a fast-paced, evolving startup environment.

• Serve as a technical point of contact for behavioral health organizations using the platform, providing responsive and solutions-oriented support.
• Troubleshoot application, workflow, configuration, integration, and other technical issues.
• Investigate customer-reported problems, identify root causes, and independently resolve issues when possible.
• Partner with product and engineering teams to escalate and drive resolution of issues requiring deeper technical investigation.
• Apply subject matter expertise in EHR/CRM or RCM to understand customer challenges and recommend effective solutions.
• For EHR/CRM-focused positions, support workflows spanning electronic health records, customer relationship management, clinical operations, and related healthcare technology.
• For RCM-focused positions, support workflows spanning healthcare billing, revenue cycle operations, and related systems and processes.
• Help customers understand, troubleshoot, and optimize workflows within the platform.
• Support customer implementations, including configuration, testing, troubleshooting, and go-live activities as needed.
• Translate complex technical concepts into clear, actionable guidance for both technical and non-technical users.
• Collaborate closely with implementation, customer success, product, and engineering teams to ensure customer issues are addressed effectively.
• Identify recurring issues, workflow gaps, and customer pain points and provide actionable feedback to improve the product and customer experience.
• Build a strong understanding of behavioral health customer workflows and use cases to provide informed, contextual support.
• Work directly with customers in a highly responsive, fast-moving environment while managing multiple priorities.

• 3+ years of experience with EHR/EMR systems, healthcare technology, RCM technology, technical support, implementation, or a similar customer-facing technical role.
• Demonstrated subject matter expertise in EHR/CRM workflows or Revenue Cycle Management (RCM).
• For EHR/CRM-focused candidates, strong knowledge of healthcare software workflows, including EHR/EMR, CRM, clinical and operational processes, configuration, and/or integrations.
• For RCM-focused candidates, strong knowledge of healthcare billing and revenue cycle workflows, systems, and processes.
• Experience working for an EHR/EMR vendor, healthcare SaaS organization, RCM technology company, or healthtech organization strongly preferred.
• Strong technical troubleshooting and problem-solving skills with the ability to investigate complex issues and identify root causes.
• Ability to quickly learn sophisticated software platforms and understand how technology supports healthcare workflows.
• Strong customer-facing communication skills and the ability to work effectively with both technical and non-technical stakeholders.
• Ability to translate technical issues and solutions into clear, accessible language for customers.
• Experience partnering cross-functionally with implementation, product, engineering, customer success, or similar teams.
• Behavioral health experience is strongly valued but not required.
• Ability to manage competing priorities and operate effectively in an environment where processes and…