Technical Product Specialist, Decision Support

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: Our preferred location for open roles is Chicago, IL. We value in‑person connection and regularly host on‑campus events to create meaningful opportunities for our team to build relationships and collaborate  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