Support Analyst I, Customer Success Operations
SmarterDx, a Smarter Technologies company, builds clinical AI that is transforming how hospitals translate care into payment. Founded by physicians in 2020, our platform connects clinical context with revenue intelligence, helping health systems recover millions in missed revenue, improve quality scores, and appeal every denial. Become a Smartian and help optimize the way the healthcare system works for everyone. Learn more at smarterdx.com/careers.Role
SmarterDx is seeking a Support Analyst to provide front-line technical and product support for our clients. In this role, you will be the primary point of contact to handle issues reported by our end users, most of whom are clinical documentation improvement specialists and coders at US health systems. You will be responsible for building trust and empathy with end users, troubleshooting issues, and determining whether problems stem from user error or require escalation to a Senior Analyst or our Customer Support Operations team. This position requires exceptional communication skills, technical aptitude, and the ability to leverage existing documentation and other Support team members to translate complex technical concepts into user-friendly explanations.
**This role is fully remote within the US, preferably working Pacific or Central business hours**
What You'll Do
Serve as the initial point of contact for end user inquiries, providing timely and effective support via phone, email, and chat
Build and maintain strong relationships with end users, demonstrating empathy and understanding of their needs and challenges
Troubleshoot and resolve technical issues related to our application, distinguishing between user errors and system-level problems
Escalate complex technical issues to the appropriate team when necessary, providing clear and detailed information about the problem
Stay up-to-date with product updates and features to provide accurate and current support
What You Bring
3-5 years experience in technical support or customer service roles, preferably in healthcare technology or SaaS
Must have strong experience in at least one of the following:
Technical troubleshooting and problem-solving
Clinical documentation improvement (CDI) processes
Healthcare information systems
Excellent communication skills, with the ability to explain technical concepts to non-technical users
Strong empathy and patience, with a genuine desire to help users succeed
Experience with Jira or other ticketing systems
Ability to quickly learn and adapt to new technologies and processes
Excellent time management and prioritization skills in a remote environment
Proactive approach to identifying and resolving potential issues before they escalate
Nice to Haves
Experience with clinical documentation improvement (CDI) software or related healthcare applications
Knowledge of medical terminology and hospital workflows
Salesforce and/or SQL experience
Compensation
$60,000 - $75,000 salary
#LI-RemoteBenefits
Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.
Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.
Remote-First Team – Work from anywhere in the U.S.
Unlimited PTO & 10 Holidays – So you can relax and recharge.
401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match.
Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters.
Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.
Apply Now
SmarterDx is seeking a Support Analyst to provide front-line technical and product support for our clients. In this role, you will be the primary point of contact to handle issues reported by our end users, most of whom are clinical documentation improvement specialists and coders at US health systems. You will be responsible for building trust and empathy with end users, troubleshooting issues, and determining whether problems stem from user error or require escalation to a Senior Analyst or our Customer Support Operations team. This position requires exceptional communication skills, technical aptitude, and the ability to leverage existing documentation and other Support team members to translate complex technical concepts into user-friendly explanations.
**This role is fully remote within the US, preferably working Pacific or Central business hours**
What You'll Do
Serve as the initial point of contact for end user inquiries, providing timely and effective support via phone, email, and chat
Build and maintain strong relationships with end users, demonstrating empathy and understanding of their needs and challenges
Troubleshoot and resolve technical issues related to our application, distinguishing between user errors and system-level problems
Escalate complex technical issues to the appropriate team when necessary, providing clear and detailed information about the problem
Stay up-to-date with product updates and features to provide accurate and current support
What You Bring
3-5 years experience in technical support or customer service roles, preferably in healthcare technology or SaaS
Must have strong experience in at least one of the following:
Technical troubleshooting and problem-solving
Clinical documentation improvement (CDI) processes
Healthcare information systems
Excellent communication skills, with the ability to explain technical concepts to non-technical users
Strong empathy and patience, with a genuine desire to help users succeed
Experience with Jira or other ticketing systems
Ability to quickly learn and adapt to new technologies and processes
Excellent time management and prioritization skills in a remote environment
Proactive approach to identifying and resolving potential issues before they escalate
Nice to Haves
Experience with clinical documentation improvement (CDI) software or related healthcare applications
Knowledge of medical terminology and hospital workflows
Salesforce and/or SQL experience
Compensation
$60,000 - $75,000 salary
#LI-RemoteBenefits
Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.
Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.
Remote-First Team – Work from anywhere in the U.S.
Unlimited PTO & 10 Holidays – So you can relax and recharge.
401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match.
Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters.
Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.
Apply Now