SmarterDx · 1 month ago
Support Analyst, Customer Success Operations
United States
Full-time
Remote
Mid Level
$60K/yr - $65K/yr
3+ years expSmarterDx is a company that builds clinical AI to enhance the healthcare payment process. The Support Analyst will provide front-line technical and product support to clients, primarily focusing on troubleshooting issues and building trust with end users.
Artificial Intelligence (AI)Health CareHospitalInformation Technology
Responsibilities
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
Qualification
Required
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
Preferred
Experience with clinical documentation improvement (CDI) software or related healthcare applications
Knowledge of medical terminology and hospital workflows
Experience in creating user documentation or training materials
Salesforce and/or SQL experience
Benefits
Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 90-100% of your premiums and 70-90% for dependents, depending on the plan.
One Medical Membership – Free membership included if you enroll in a SmarterDx medical plan.
Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for birthing parents and 6 weeks for non-birthing parents.
Remote-First Team – Work from anywhere in the U.S. with a $400 home office reimbursement stipend.
Unlimited PTO & 10 Holidays – 4 of which include floating holidays so you can recognize the days that matter most to you.
Learning & Development Budget – $500 per year (prorated) for courses, books, and resources to expand your skills.
401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Empower.
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.
Company
SmarterDx
SmarterDx is a clinical AI company that develops automated pre-bill review technology to assist hospitals in analyzing patient discharges.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$55.97MKey Investors
New Mountain CapitalTransformation Capital
2025-04-14Private Equity
2025-04-14Acquired
2024-05-14Series B· $50M
Leadership Team
Michael Gao
CEO, Co-Founder
Joshua Geleris
Co-Founder, Head of Product
Recent News
2025-10-24
Business Insider
2025-10-23
Business Insider
2025-10-23
Company data provided by crunchbase