Technical Support Specialist

PtEverywhere is a healthcare SaaS platform providing EMR/EHR solutions for physical therapy practices. We serve primarily SMB cash-based clinics with scheduling, documentation, billing, and practice management tools.

The Technical Support Specialist acts as a critical link between Customer Success and Product/Engineering, delivering same-day resolution for complex customer issues. This role requires strong technical expertise to independently investigate, diagnose, and resolve problems beyond Tier 1 support—eliminating delays caused by traditional escalation handoffs. 

Technical Troubleshooting (50%)

• Investigate and resolve escalated technical issues same-day
• Query MongoDB databases to diagnose data issues
• Analyze application logs and identify root causes
• Reproduce customer-reported bugs and document steps for engineering
• Perform data corrections and minor fixes within established guardrails

Customer Success Support (25%)

• Serve as technical escalation point for Customer Success team
• Join customer calls when technical expertise is needed
• Create technical documentation for common issues
• Train CS team on technical troubleshooting techniques

Engineering Liaison (25%)

• Write detailed bug reports with reproduction steps for product development team
• Validate fixes in staging before customer deployment
• Assist with QA testing for releases
• Maintain internal technical knowledge base

• 2 years technical support experience in SaaS environment
• Proficiency with MongoDB or similar NoSQL databases (queries, basic operations)
• Familiarity with web application architecture (APIs, frontend/backend)
• Experience with ticketing systems (Jira, HubSpot, or similar)
• Strong written communication for technical documentation
• Ability to work independently and prioritize competing issues
• Healthcare software experience (HIPAA awareness a plus)
• Node.js or JavaScript familiarity
• Experience with AWS services
• Background in EMR/EHR or practice management software

What Success Looks Like

30 Days

• Understand PtEverywhere product modules and common workflows
• Handle basic escalations independently
• Complete HIPAA training and security protocols

60 Days

• Resolve 80% of escalated issues without engineering involvement
• Build relationships with CS team as trusted technical resource
• Document 10+ common issue resolution procedures

90 Days

• Reduce average escalation resolution time by 50%
• Contribute to QA process for monthly releases
• Identify patterns in support issues for product improvement

Salary Range: $40-$50k

Why Join PtEverywhere?
This is an exciting opportunity to combine your medical billing and healthcare knowledge with the fast paced world of health tech. At PtEverywhere, your work directly impacts patient outcomes, clinic success, and the future of physical therapy software. If you’re passionate about supporting small businesses and improving healthcare through technology, we’d love to hear from you.

Benefits:

• Competitive health insurance
• Dental and Vision insurance
• Health savings account (HSA) with Employer contribution
• Generous 401(k) with company matching
• Life Insurance
• Paid time off
• On-site gym membership