Note: The job is a remote job and is open to candidates in USA. b.well Connected Health is a healthcare technology company that unifies clinical data, claims, pharmacy, and wearable information into a longitudinal health record through AI-driven experiences. The Client Technical Operations Specialist serves as the operational hub for B2B client and occasional end-user support, managing ticket triage, SLA response, technical issue escalation, proactive communications, file processing, and client health monitoring. The role partners closely with Engineering, Product, Client Success, and other subject matter experts to resolve issues and identify risks.
Responsibilities
- Own and monitor the Service Desk queue across all client projects. Assess incoming tickets for severity, priority, and category; respond within contractual SLA windows; and resolve Tier 1 issues and end user support requests independently, including:
- FHIR access provisioning requests, configuration questions, and data/compliance inquiries that don't require engineering escalation
- Third-party integration partner support hand-offs
- Data Connection Requests and endpoint data connection validation
- End User Support resolution, on an as-needed basis
- New support tooling configuration, including Slack integrations when needed
- Proactive follow-up with internal stakeholders to ensure timely client responses, plus ownership of client support reporting for company-wide visibility
- Track every open ticket against contractual SLA commitments. When escalation is needed, hand off to the right SME with full context — reproduced steps, environment details, error logs, and client impact. You own response time even when the resolution belongs to someone else; you're the insurance that SLAs are met. You'll also:
- Draft and send proactive client-facing communications via CRM, including maintenance notices, incident alerts, and downtime notifications
- Manage 90/60/45-day outreach and planning for clients undergoing annual plan year or benefits configuration changes
- Keep CRM contact lists and segments accurate for client communications
- Coordinate with Client Success on recipient lists, timing, and messaging for all outbound communications
- Reproduce and characterize reported bugs — server errors, API failures, SDK initialization problems, OAuth/SSO breakdowns, and health system connectivity issues. Capture structured bug reports that let engineering investigate without follow-up, and escalate P1/P0 issues to the Developer Services Manager immediately. You'll also:
- Monitor client file alerting for delivery issues, triage in coordination with Data Engineering, and initiate client outreach via CRM when needed
- Receive and relay client environment downtime notices to the right internal Slack channels with correct stakeholder tags
- Process same-day Jira tickets for client manual file processing requests, per established playbooks
- Review reporting dashboards for lower-contract-value clients to spot activation gaps and early churn signals
- Flag at-risk accounts or trends to Client Success or Product leadership with supporting data, and reach out to clients to investigate unusual metrics
- Surface patterns across tickets that point to a systemic issue or a client in trouble
- Document resolutions for recurring ticket types and build internal runbooks for common issues
- Contribute to training materials for new support processes and tooling (e.g., Service Desk, Pylon)
- Maintain playbooks for proactive communications and file processing, and prepare client-facing support documentation
Skills
- * 2+ years in a B2B SaaS technical support, client support, or operations role
- * Experience in healthcare IT, digital health, or health data platforms
- * Proven ability to triage technical issues independently — reproduce bugs, read error logs, and write precise issue descriptions without needing an SME on every ticket
- * Proficiency in a ticketing or service desk system (Jira Service Desk, Zendesk, Pylon, Freshdesk, or similar), including queue management, ticket creation, and reporting
- * Experience supporting client-facing workflows with defined SLA commitments
- * Working knowledge of REST APIs, OAuth flows, and basic web architecture — enough to understand what a client is reporting and characterize it accurately for engineering
- * Excellent written communication: clear, calm, and professional under pressure
- * Strong organization, with the ability to juggle multiple open tickets, competing priorities, and SLA deadlines at once
- * Analytical problem-solving: the instinct to isolate the likely failure point in a multi-layer technical issue before escalating
- * Comfort working cross-functionally with Engineering, Product, and Client Success
- * Familiarity with FHIR or healthcare interoperability standards (HL7, USCDI, SMART on FHIR)
- * Experience supporting developer-facing or SDK-based integrations
- * Basic SQL or data querying skills for investigating client data issues
- * Experience monitoring client health metrics or dashboards in a CSM or support operations function
- * Experience with a CRM or marketing email platform (HubSpot or similar) for client communications
- * Familiarity with B2B support channel configuration
Benefits
- Medical, dental, and vision insurance
- 401(k)
- FSA and Dependent Care FSA
- Employee Assistance Program
- Company-paid lab testing benefit
- Voluntary benefits including pet insurance and legal services
- Paid time off and company holidays
- Remote (US) work arrangement
Company Overview