Technical Product Specialist, Decision Support

As a Decision Support Technical Product Specialist , you will own complex, data-driven issues from initial investigation through resolution for our StrataJazz healthcare customers . This role combines deep technical problem solving— leveraging data models, system behavior , and SQL driven insights —with clear, confident customer communication.

While this role involves resolving customer-submitted tickets, it goes beyond basic ticket handling—it is a problem-solving role requiring curiosity, diligence, and accountability. You will act as a trusted technical partner to customers, diagnosing root causes, identifying downstream impacts, and delivering solutions you can confidently stand behind.

How You’ll Make an Impact

Investigate and resolve complex customer-reported issues related to data, system behavior, and application functionality

Use SQL and system knowledge to analyze data discrepancies, validate outputs, and identify root causes

Own issues end-to-end, from initial intake through resolution and follow-up

Identify related or downstream issues beyond the initial problem statement

Validate solutions thoroughly before communicating outcomes to customers

Effectively prioritize and manage cases according to SOP guidelines while maintaining ownership of your backlog

Develop and implement solutions or recommendations to prevent recurring issues

Escalate complex issues when appropriate , with clear documentation and context

Document all customer interactions, findings, and resolutions accurately in case management systems

Collaborate with cross-functional teams (engineering, product, data) to resolve issues and improve system reliability

Provide guidance and support to junior team members

Ensure secure handling of PHI data in compliance with HIPAA and organizational policies

What Success Looks Like

Successful team members in this role:

Take ownership of issues and proactively drive them to resolution, seeking guidance when needed while maintaining strong personal accountability

Demonstrate strong SQL proficiency and the ability to investigate complex data scenarios

Understand and navigate relational data models effectively

Think beyond surface-level symptoms to identify root causes and related impacts

Validate their work carefully to ensure accuracy before communicating solutions

Learn new systems and technologies quickly

Communicate clearly, concisely, and confidently with customers

Deliver a high-quality customer experience by demonstrating empathy, setting clear expectations, and consistently following through

Manage multiple priorities while staying organized and responsive

What We’re Looking For

2+ years of experience with enterprise software, preferably in technical support, development, or a customer-facing technical role

Strong SQL skills, including the ability to write and troubleshoot complex queries

Ability to understand and work within relational data models

Proven ability to learn new technologies and systems quickly

Strong analytical and problem-solving skills

Experience managing multiple priorities in a fast-paced environment

Excellent written and verbal communication skills

Experience working directly with customers or stakeholders in a technical capacity

Preferred:

Experience supporting healthcare financial or decision support applications ( StrataJazz , Axiom, EPSi )

Familiarity with Salesforce or similar case management tools

Experience with Tableau or similar data visualization tools

Experience troubleshooting data pipelines, ETL processes, or reporting tools

Work Style

This is a highly autonomous role. While collaboration and guidance across our teams are always available and encouraged , you will be expected to independently investigate, diagnose, and resolve complex issues. The ideal candidate enjoys digging into challenging problems, working with data, and taking ownership of outcomes.

Estimated Salary Range: $55,000-85,000

Actual salary will be determined based on factors including, but not limited to, skill set and level of experience. This salary range is a good faith estimate of base pay. Strata also provides discretionary variable pay programs based on role. In addition, Strata provides a comprehensive benefits package including retirement benefits, health and welfare benefits, paid time off, parental leave, life and accident insurance, and other voluntary and well-being benefits.

Find out more about Strata benefits here .

How we work:

Our preferred location for open roles is Chicago, IL. We value in‑person connection and regularly host on‑campus events to create meaningful opportunities for our team to build relationships and collaborate

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