Technical Support Specialist, L2

Who We Are:

PE-backed start-up, Dose Spot is a dynamic and innovative leader in the electronic prescribing software market, and its subsidiary, pVerify, is an industry leading insurance verification solution. We are on a hyper-growth curve at the intersection of the software and healthcare industries. We need great team members to capitalize on these opportunities and improve the healthcare experience for patients and doctors alike.

Dose Spot and pVerify have an exciting opportunity to join a fun and growing team, benefit from strong market tailwinds, and be part of an exciting opportunity to ensure mission‑critical prescriptions and verifications are delivered on time and without error.

As a Technical Support Specialist, Level 2, you provide advanced technical support and serve as a secondary escalation point for the support team. You troubleshoot complex issues across internet-based applications, APIs, and database‑driven systems, ensuring accurate, timely resolution and technical ownership through to completion. You collaborate closely with Support, Engineering, and Customer teams to address implementation needs, improve issue resolution processes, and enhance overall service quality.

Your work directly supports customer satisfaction, retention, and long‑term relationship strength.

• Effectively troubleshoot and diagnose issue root cause and communicate issue details to both internal and external stakeholders
• Support in the development and documentation of processes and best practices to provide support for customers and product end users
• Demonstrate ability to effectively explain technical issues to non‑technical audiences
• Manage multiple points of contact (email, phone, case, chat) and multiple cases and/or projects simultaneously, communicating both updates and in‑depth solutions as situations require
• Mentor and support level 1 and level 2 technical support specialists
• Where appropriate, propose, plan and own new feature requests, internal and external documentation and system trainings

• Typically requires a minimum of 5 years of related experience with a Bachelor’s degree; or equivalent work experience.
• Proficient in the use of Microsoft Office Suite
• Desire to assist with and improve trouble‑shooting documentation
• Experience using a case management tool to record detailed notes and manage customer communication (e.g., Salesforce, Service Now, Zen Desk)
• Proficiency using developer tools, Postman and writing SQL queries is required
• Experience with programming languages (C++, Python, HTML, CSS) is a huge plus as it will be helpful when addressing technical questions with customers
• Superb problem‑solving skills working on mission critical Software as a Service
• Excellent verbal and written communication and presentation skills
• Prior work with Azure Dev Ops and/or equivalent experience with similar tools (Jira, etc)
• Detail oriented with the ability to multitask and manage time in a fast‑paced, ambiguous environment
• Experience in healthcare IT, medical information systems and/or EHRs within Hospital, Clinical, Biotech, medical device, or Pharma verticals a plus
• Empathy in your approach to work, and passion for delivering excellent customer experiences
• Ability to effectively transfer knowledge to others, both internally to colleagues and externally to our customers
• Must be able to work independently while being a proactive team member
• Experience partnering across global teams and/or working in a distributed remote environment is a plus

• Knowledge & Application:
  Complete knowledge and full understanding of area of specialization, principles and practices within a professional discipline. Assesses unusual circumstances and uses sophisticated analytical and problem‑solving techniques to identify cause. Resolves and assesses a wide range of issues in creative ways and suggests variations in approach. This job is a fully qualified, experienced professional.
• Complexity & Problem Solving:
  Works on problems of diverse scope where analysis of information requires evaluation of identifiable factors. Devises solutions based on…