Technical Support Analyst

About the role

Ways2Well is redefining the future of healthcare by merging regenerative and preventive medicine with data-driven personalization to place patients in control of their health. The Technical Support Analyst owns the first point of contact for both internal colleagues and patients whenever technology creates friction, ensuring no one is left struggling in silence. This role balances rigorous technical troubleshooting with empathetic customer service to keep every interaction positive and productive across the full stack of company platforms. You will diagnose issues in systems ranging from EMR and pharmacy platforms to mobile apps, web apps, marketing sites, e-commerce tools, and internal reporting systems. Hired for a curious mind and a commitment to clear communication, you will be coached and developed by senior Technical Support staff with a structured path to grow into a more advanced technical support role over time. You will exercise sound judgment to decide when to resolve an issue directly and when to escalate to engineering, always explaining what is happening in language patients and partners can easily understand. This position is critical to maintaining seamless, efficient, and reliable support as we scale high-impact healthcare delivery. It is a fast-paced, technology-driven environment where your work directly affects patient experience and internal operations.

Key facts

What you'll do

Provide first-line technical support for internal software systems and patient-facing technology platforms, including EMR, mobile apps, web apps, marketing sites, pharmacy systems, lab systems, e-commerce, and internal reporting tools.

Troubleshoot and diagnose technical issues across multiple platforms, discerning between a technical issue, a process issue, and user error, and applying sound judgment on when an issue requires escalation versus direct resolution.

Ask thoughtful, investigative questions and gather clear evidence such as screenshots, steps to reproduce, and error details to support root-cause diagnosis, including handling straightforward issues independently.

Communicate directly with patients to help resolve technical difficulties, explaining issues and solutions in clear, non-technical language, and ensuring every interaction reflects a positive, patient-centered, and supportive customer service experience even when the underlying problem is frustrating for the patient.

Coordinate with developers and engineering teams to escalate and implement fixes for complex or recurring issues, providing clear, detailed information on reported problems to help expedite accurate diagnosis and resolution.

Monitor and assist in maintaining overall system performance, uptime, and reliability, proactively flagging patterns or recurring issues that may indicate a larger underlying problem.

Document common technical issues, troubleshooting steps, and resolutions in a shared knowledge base, building a growing internal resource that improves response time and consistency across the support team over time.

Track and prioritize support tickets or requests using our ticketing system, ensuring issues are addressed based on urgency and impact, and following up with patients or internal staff to confirm resolution and satisfaction.

Assist with user onboarding and basic training for internal staff or patients navigating new tools, platforms, or system updates, helping reduce recurring support requests tied to unfamiliarity with a system.

Stay current on updates, patches, and new features across supported platforms to ensure guidance provided to patients and staff remains accurate and up to date.

Requirements

Demonstrated ability to troubleshoot and resolve technical issues across multiple platforms, including web applications, mobile apps, and internal software systems.

Prior work experience in a professional setting (technical support, help desk, or customer service preferred, but not required).

Strong verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical patients and staff.

Excellent customer service skills, with the ability to remain patient, calm, and solutions-oriented when assisting frustrated or confused users.

A curious, investigative nature with strong critical-thinking skills; comfortable saying "I don't know - let me find out" rather than guessing.

A growth mindset and demonstrated ability to learn from mistakes and take ownership of outcomes.

Ability to work collaboratively with developers and technical teams to escalate and resolve complex issues.

Strong attention to detail and documentation skills.

Nice to have

Bachelor's degree in Information Technology, Computer Science, or a related technical or STEM field.

2+ years of experience in a technical support, help desk, or customer service role involving software troubleshooting.

Experience supporting healthcare-specific technology platforms, such as EMR systems, pharmacy platforms, and lab systems.

Experience supporting e-commerce platforms and customer-facing web applications.

Practical notes

This is an entry-level, highly trainable role - we're looking for someone with a curious mind, strong communication skills, and a genuine interest in technology, more than a specific technical background. You'll be coached and developed by our senior Technical Support team, with a clear path to grow into a more senior technical support role over time. This role operates in a fast-paced, technology-driven environment.