Senior Tech Support Specialist

Our Company

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, and data they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities.

Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

As a Senior Tech Support Specialist within Optum Technology's Enterprise Security division, you will join an L1.5 technical support call center team operating in a 24/7 fully telecommute / remote environment. Our team culture thrives on collaboration, continuous learning, mutual support, and a shared dedication to protecting enterprise security and data privacy. Serving as an intermediate escalation point for enterprise security, gateway infrastructure, identity/authentication, and privacy-related technical issues, this role requires exceptional critical thinking, multitasking abilities, and fast, accurate typing skills.

Positioned between Tier 1 helpdesk agents and specialized Tier 2/3 engineering/compliance teams, you will troubleshoot complex technical escalations, manage real-time call and ticket queues, leverage enterprise-approved digital and AI tools to optimize support workflows, and triage privacy incidents while maintaining strict compliance with closely documented security and privacy standard operating procedures.

You’ll enjoy the flexibility to telecommute
* from anywhere within the U.S. as you take on some tough challenges.

• Serve as an L1.5 subject matter expert and escalation point in a 24/7 technical support call center environment for enterprise security, gateway infrastructure, authentication, and data privacy issues
• Apply strong critical thinking and analytical reasoning to evaluate complex technical escalations, identify potential privacy/security risks, and determine appropriate procedural resolution paths
• Multitask effectively across real-time phone queues, incoming ticket workflows, security monitoring tools, and internal communication channels simultaneously
• Document call notes, incident details, escalation logs, and support tickets rapidly and accurately via keyboard while actively engaged with end-users on phone calls
• Receive, triage, and troubleshoot L1-escalated calls and tickets related to security gateways, identity and access management (IAM), multi-factor authentication (MFA), single sign-on (SSO), and privacy concerns
• Strictly adhere to all closely documented processes, standard operating procedures (SOPs), and compliance workflows for security, access control, and data privacy purposes
• Identify, document, and triage privacy-related incidents, unauthorized access concerns, and data exposure flags in strict accordance with corporate privacy guidelines and regulatory requirements (e.g., HIPAA)
• Leverage enterprise-approved AI tools and digital technologies to streamline support workflows, automate repetitive tasks, and drive continuous operational improvement
• Evaluate emerging trends and technical support insights to inform continuous service improvements across call center operations and incident resolution processes
• Perform initial root cause investigation and technical analysis on security access, gateway connectivity, privacy flags, and authentication failures
• Maintain flexibility to work within a 24/7 support operational schedule, including rotational shifts, nights, weekends, or holidays as required to ensure continuous coverage

You’ll…