SmarterDx · 2 days ago
Support Analyst II, Customer Success Operations
United States
Full-time
Remote
Mid, Senior Level
$85K/yr - $95K/yr
7+ years expSmarterDx is a clinical AI company transforming how hospitals translate care into payment. They are seeking a Support Analyst II to provide advanced technical and product support for clients, primarily clinical documentation improvement specialists and coders, ensuring a high-quality client experience and effective problem resolution.
Artificial Intelligence (AI)Health CareHospitalInformation Technology
Responsibilities
Serve as a primary, client-facing point of contact for end users, independently managing inquiries across live-video, email, and chat with a focus on resolution quality, timeliness, and client experience—not just response speed
Exercise sound prioritization judgement when managing multiple concurrent issues, balancing client impact, urgency, and internal discrepancies
Communicate clearly and confidently with end users during active investigations, setting expectations, and providing updates without over-promising or defaulting to escalation language
Build and sustain strong, consultative relationships with end users by developing a working knowledge of their workflows, constraints, and priorities, and applying that context to support interactions
Independently investigate and diagnose complex application issues by distinguishing user behavior, workflow gaps, configuration issues, and system-level defects - leveraging documentation, internal tools, and cross-functional partners early to validate hypotheses and drive timely resolution
Determine when escalation is warranted and own escalations end-to-end, including synthesizing context, articulating impact, and partnering with internal teams to drive resolution
Maintain deep understanding of product capabilities, updates, and known limitations, and proactively apply product knowledge to anticipate user questions, prevent issues, and improve support outcomes
Contribute to shared knowledge and process improvement by documenting learnings, updating internal resources, and refining troubleshooting approaches
Qualification
Required
7-10 years experience in technical support or customer service roles, preferably in healthcare technology or SaaS
Must have strong experience in at least two of the following: Technical troubleshooting and problem-solving, Experience in creating and/or updating user documentation or training materials, Healthcare information systems
Excels at communicating clearly and confidently in live, client-facing conversations, including leading on-camera calls, asking effective clarifying questions, and translating complex technical concepts into language appropriate for clinical and revenue-focused audiences
Strong empathy and patience, with a genuine desire to help users succeed
Experience with Jira, Zendesk or other ticketing systems
Ability to quickly learn and adapt to new technologies and processes
Demonstrated ability of meeting response and resolution expectations while operating in environments with shifting priorities and evolving requirements
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
Salesforce and/or SQL experience
Benefits
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.
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