Principal Application & Technical Support Specialist

How You’ll Make an Impact

As a Principal Application & Technical Support Specialist, you will be providing technical guidance and support to our customers for our healthcare decision support product, Axiom. To be successful in this role, you should be highly motivated and enjoy finding creative solutions to challenging problems.

A Day in the Life of This Role

• Troubleshoot and resolve advanced and complex technical issues independently.
• Capacity to think critically and creatively to develop innovative solutions.
• Lead root cause analysis efforts and implement long-term solutions.
• Serve as an escalation point for complex client issues and provide guidance to team members.
• When necessary, escalate unresolved issues to higher-level support for further assistance.
• Effectively prioritize and manage cases according to SOP guidelines.
• Oversee individual backlog and team unassigned cases to maintain workflow efficiency and meet established standards.
• Update and maintain customer records accurately.
• Document all interactions and transactions with customers in the system.
• Independently develop and deliver training sessions for customers and internal teams.
• Collaborate with cross-functional teams and stakeholders to enhance product support, improve product reliability, and implement process improvements.
• Ensure the secure handling of PHI data (when applicable) in strict compliance with HIPAA regulations and organizational policies.
• Act as a mentor for the team, guiding junior staff in terms of how to manage customers and case work while enabling them to become knowledge leaders.

What We’re Looking For

• 4+ years of product experience OR relevant work with healthcare products in technical support, development, or a consultancy environment.
• Strong understanding of Healthcare Costing.
• Experience with Axiom Financial/Decision Support application.
• Proficient knowledge of Microsoft technologies, especially Excel.
• Working knowledge of SQL.
• Experience in technical issue resolution and escalation procedures.
• Proven experience in managing multiple projects with multiple priorities.
• Experience with a case management tool, Salesforce is a plus.
• Proficiency with Tableau or similar data visualization tools a plus.

Estimated Salary Range

$60,000-90,000. 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.

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 careers@stratadecision.com.

Here @ Strata…

Our culture is driven by our people solving problems together.