Responsibilities
Serve as first level of technical escalation and expertise for Parachute Health's Supplier Operational teams and customers.
Become Parachute Health's configuration subject matter expert for our supplier customers.
Support Operations on both existing and new supplier implementations via call and/or email.
Maintain our proprietary external specifications and contribute to internal documentation.
Identify integration implementation inefficiencies. Collaborate with internal implementation teams to improve processes.
Coordinate with Tier 3 support (product engineering) when unable to remediate an issue.
Develop & improve processes for effective support triage & escalation.
Serve as the Subject Matter Expert of proprietary Supplier API and SSO integrations for Operations.
Serve as Subject Matter Expert for most common supplier ERPs such as Brightree and Bonafide.
Provide data-driven reporting & dashboards on issues to inform prioritization & impact.
Requirements
Comfortable being customer facing, internally and externally
Liaison between technical and non-technical stakeholders, able to effectively communicate issues & their resolutions to both internal and external users
2+ years of experience working in technical customer support
2+ years experience with application logging and monitoring tools (e.g. Datadog, Splunk, Grafana)
Previous experience working with customers of varying degrees of technical experience
Strong analytical and problem-solving skills
Strong communication skills, both internally and externally, in writing and verbally
Highly organized, able to work on multiple issues concurrently and manage long-running requests
Able to read technical documentation
Understands fundamentals of web-based API integrations (REST, JSON, SOAP, CSV)
Understands fundamentals of SSO (SAML, JWT)
Familiar with API tools (eg. Postman, Insomnia, Apigee, Soap UI)
Familiarity with inventory system workflows (ERP)
Nice to Haves
Awareness of HIPAA and security best practices in relation to patient health information, personally identifiable information, and financial information
Experience with Supply Chain Management workflows
Experience writing workflow or sequence diagrams
Able to read application code, interest in writing code
Able to run Ruby on Rails ActiveRecord queries in the Rails Console
Benefits
Medical, Dental, and Vision Coverage
401(k) Retirement Plan
Remote-First Company
Equity Incentive Plan
Annual Company-Wide Bonus (up to 15%)
Flexible Vacation Policy
Summer Fridays - 5 Fridays Off During Summer (Separate From PTO)
Monthly Internet Stipend
Annual Home Office Stipend
Co-Working Space Reimbursement
Salary:
Base: $90K-120K
*** Please note we will be starting initial phone screen interviews on the week of July 8th.
