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ProsperityEHR · 1 day ago

Technical Support Engineer

United States

Full-time

Hybrid

Mid Level

3+ years exp

Prosperity EHR is a behavioral health EHR and practice management software company dedicated to improving access to behavioral health care. They are seeking a detail-oriented Technical Support Engineer to analyze and resolve software issues while providing exceptional customer support and managing technical inquiries from clients.

Electronic Health Record (EHR)Health CareMental HealthSoftware

No H1B

Hiring Manager

Gillian Fortney

Responsibilities

Proactively analyze and resolve software issues, including in-depth investigation of error logs, application behavior, and system performance across Prosperity EHR and partner platforms

Deliver exceptional customer support by efficiently managing and resolving technical issues through direct communication channels and ticketing systems

Open and manage support tickets to ensure concerns are escalated to the appropriate internal teams when necessary, maintaining ownership and follow-through until resolution

Provide hands-on assistance with workflow-related questions, user access problems, system configuration, and basic software troubleshooting

Collaborate with cross-functional teams to diagnose complex problems and ensure timely, accurate resolution of escalated issues

Create and maintain clear, user-friendly documentation such as how-to guides, FAQs, and internal technical notes to streamline support and enhance the customer experience

Conduct client education via email, videoconference, and written tutorials to ensure correct and efficient product use

Track and log customer issues, feature requests, and enhancement suggestions for continuous product improvement

Maintain strong relationships with clients, especially key stakeholders, by consistently providing expert-level support and technical insights

Work as a Technical Account Manager for key clients ensuring that they are using features aligned with their needs, are in the loop on product features and are receiving the support that they need

Manage add-on sales for optional features

Serve as a customer advocate within the organization, providing feedback to product, marketing, and sales teams based on recurring issues and user needs

Monitor product adoption, identify usage gaps, and help customers maximize value through tailored guidance and data-driven insights

Stay informed on industry trends, competitive offerings, and system updates to continuously improve support effectiveness