Application Support Specialist

Remote (U.S.)
Full-Time
24/7 On-Call Rotation
For 20 years, Glytec has built an insulin and metabolic intelligence SaaS platform that hospitals and health plans rely on to help prevent patient harm and standardize workflows across the continuum of care. Join our mission as an Application Support Specialist and help our partners deliver meaningful outcomes. If you thrive where innovation drives constant change and want to be part of a team that's saving lives, this role is for you!
What You’ll Do
Provide technical support for customers across software customizations, reports, data migrations, patches, and change requests
Triage incoming support requests, independently resolve moderate to complex issues, and escalate high-priority cases appropriately
Monitor support queues and ensure timely customer communication and follow-up
Prepare and maintain technical documentation including user guides, knowledge base articles, installation instructions, and functional specifications
Collaborate with cross-functional teams on issue resolution and customer communications
Identify process improvement opportunities and contribute to workflow enhancements and operational initiatives
Work standard support coverage hours of 8:00am – 5:00pm ET, monitoring the queue from open
Participate in a 24/7 on-call rotation occasionally, including overnight and weekend pages
Qualifications
What We’re Looking For
Legally authorized to work in the United States for any employer
2+ years supporting a software or SaaS application in a customer-facing role — application support, product support, or EMR/EHR support
Demonstrated ability to troubleshoot and resolve issues across software, integrations, and data systems
Solid critical thinking, problem-solving, time management, and organizational skills with close attention to detail
Excellent communication and customer service skills
Comfortable working independently in a distributed team, and able to keep yourself on schedule without daily oversight
Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field preferred
Nice to Have
SQL, data analysis, or database experience
Familiarity with HL7 interface engines or healthcare integrations
Experience with ticketing systems and support environments

Work arrangement
Yes