Application Support Specialist

Application Support Specialist

Remote (U.S.) Full-Time 24/7 On-Call Rotation

For 20 years, Glytec has built an insulin and metabolic intelligence SaaS platform that hospitals and health plans rely on to help prevent patient harm and standardize workflows across the continuum of care. Join our mission as an Application Support Specialist and help our partners deliver meaningful outcomes. If you thrive where innovation drives constant change and want to be part of a team that's saving lives, this role is for you!

What Youll Do

- Provide technical support for customers across software customizations, reports, data migrations, patches, and change requests

- Triage incoming support requests, independently resolve moderate to complex issues, and escalate high-priority cases appropriately

- Monitor support queues and ensure timely customer communication and follow-up

- Prepare and maintain technical documentation including user guides, knowledge base articles, installation instructions, and functional specifications

- Collaborate with cross-functional teams on issue resolution and customer communications

- Identify process improvement opportunities and contribute to workflow enhancements and operational initiatives

- Work standard support coverage hours of 8:00am – 5:00pm ET, monitoring the queue from open

- Participate in a 24/7 on-call rotation — approximately one week every [X] weeks, including overnight and weekend pages

Qualifications

What We’re Looking For

- Legally authorized to work in the United States for any employer

- 2+ years supporting a software or SaaS application in a customer-facing role — application support, product support, or EMR/EHR support

- Demonstrated ability to troubleshoot and resolve issues across software, integrations, and data systems

- Solid critical thinking, problem-solving, time management, and organizational skills with close attention to detail

- Excellent communication and customer service skills

- Comfortable working independently in a distributed team, and able to keep yourself on schedule without daily oversight

- Associate’s or Bachelor’s degree in Computer Science, Information Technology, or a related field preferred

Nice to Have

- SQL, data analysis, or database experience

- Familiarity with HL7 interface engines or healthcare integrations

- Experience with ticketing systems and support environments