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Salary: USD 80,000 - 92,000 / annual
Axuall is a clinical workforce intelligence company that enables healthcare systems, staffing firms, telehealth organizations, and health plans to accelerate clinician onboarding, improve hiring and workforce planning, and maintain accurate provider data across enterprise systems. The company delivers trusted data, AI-powered insights, and seamless data exchange to healthcare organizations.
You will serve as a Tier 2 support professional ensuring that technical requests escalated via the support system are triaged and handled quickly and accurately. Working within a highly matrixed and collaborative environment, you will troubleshoot technical issues as a mid to senior level individual contributor.
Key responsibilities include:
- Apply technical knowledge to triage, escalation, and resolution of technical requests from clients and internal teammates
- Respond promptly to requests, quickly assessing root cause, potential workarounds, and resolution options
- Provide live coverage as needed (Axuall supports clinicians 8AM–8PM EST)
- Foster collaboration and communication among product management, engineering, and support teams
- Coordinate and follow up on internal requests and work in progress
- Create and improve established and ad-hoc workflows for triage and escalation of support tickets
- Assess and develop internal tooling to provide visibility to underlying issues
- Apply software testing best practices to identification and resolution of issues
- Contribute to team growth with ideas for improvement and collaboration
Working hours are Monday–Friday, 8:00am–4:30pm ET. The role is remote-first but requires attendance at an in-person orientation at headquarters in Cleveland, Ohio, with occasional travel to HQ as needed.
Requirements:
- 3–5 years of experience troubleshooting and resolving Tier 1 and Tier 2 issues
- 3–5 years of experience partnering with Engineering and Development teams on escalated issues
- 3–5 years of experience troubleshooting and resolving issues with APIs
- Familiarity with modern technology stack elements: Python, PostgreSQL, API tools (Insomnia, Postman)
- Experience utilizing alerting and monitoring tools such as Sentry and Grafana
- Exposure to healthcare organizations and clinicians
- Familiarity with provider credentialing (bonus)
