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 accou