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:
The preferred location for this role is in Chicago, IL or St. Louis, MO. We value our people spending time together and have campuses hosting in-person events located in both cities. We are truly a hybrid environment with all team members experiencing the flexibility to work from home.
Thinking about applying?
Research shows that women and underrepresented groups tend to apply to jobs only when they check every box on a job posting. If you’re currently reading this and hesitating to click “Apply” for that reason, we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience.
Should you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please reach out to [email protected].
Here @ Strata…
Our culture is driven by our people solving problems together. We embrace learning, collaboration, and continuous career growth. Together, we lift our customers, our products, our company, and our community.
We believe that each of our team member’s unique perspectives and experiences is what drives innovation and positive change. Our individual differences are what make us a more forward-thinking organization. We foster a culture of inclusion, equity and belonging, regardless of race, religion, disability, sex, sexual orientation, gender identity or national origin.
Our Core Values:
While we celebrate what makes each member of our team unique, our core values are what connect us. They set clear expectations for how we approach our work and how each of us can positively influence the experience of our team and our customers.
- We connect with positive intent.
- We are helpful.
- We own it.
- We get better every day.
- We are humble.
Top Skills
Strata Decision Technology Chicago, Illinois, USA Office
We have two campuses: our HQ, located in the heart of Downtown Chicago and another just outside of St. Louis, MO.
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