Application Support – Healthcare Software

Overview

In this role, you provide high-quality Application Support to clinicians and practice teams, diagnosing complex issues and guiding users through configurations. You will become a subject matter expert, analyzing workflows and system behaviour to drive platform improvements. This is a mission-driven, fast-paced environment where you help users get maximum value from the platform. You will work closely with cross-functional teams to support go-live events and ongoing optimization, making a tangible impact on clinical workflows.

Responsibilities

• Act as a first-line specialist for complex Application Support queries (workflow issues, reports, data logic, system behaviour)
• Replicate, analyse and diagnose issues using growing expertise
• Communicate technical detail clearly to users
• Own escalations and collaborate with Product, Engineering and Implementation teams
• Document issues thoroughly to support smooth resolutions
• Build trusted relationships by understanding user workflows and operational pressures
• Deliver remote or in-person training sessions for different user groups
• Provide on-site support during customer go-lives
• Share insights to improve support processes and documentation
• Stay up to date with feature releases and platform changes

Key requirements

• 2+ years in application support or similar troubleshooting role
• Strong analytical skills and curiosity about system behaviour
• Ability to simplify complex logic for non-technical users
• Excellent written and verbal communication skills
• Experience with helpdesk tools such as Zendesk, Intercom or Salesforce
• Calm, organized and able to manage multiple priorities
• Empathetic and confident working with users at all levels including senior clinicians

• Empathy
• Clear communication
• Multi-tasking
• Zendesk
• Intercom
• Salesforce

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