Tier 2 Support Full Time NEW

Customer Support Specialist — Tier 2

Location: Remote

Employment Type: Full-time

About the Role

Simpliant is a small healthcare SaaS company looking for a Tier 2 Customer Support Specialist to handle our most complex and high-stakes customer issues. You’ll start as a Tier 1 support specialist, and once you’ve learned the application, will take escalations from our Tier 1 team and own them through to resolution — investigating root causes, working directly with clients and our engineering team, and making sure nothing falls through the cracks.

Simpliant is a complex product. It manages the full lifecycle of contingent healthcare staffing: job postings, candidate submissions, credentialing, scheduling, time capture, and invoicing. When something goes wrong at a hospital system or staffing agency, the impact is real and immediate. The people in this role need to move quickly, communicate well, and go deep when a problem requires it.

This role sits at the intersection of customer-facing support and technical troubleshooting. You’ll need strong product knowledge, the ability to read logs and understand data issues, and enough technical fluency to work productively with engineers on bugs and integrations. You’ll also help the Tier 1 team get better — building knowledge base content, identifying training gaps, and flagging systemic issues to product and engineering.

We’re a small team. The work you do here directly shapes the product and the support function.

What You’ll Do

Escalation Handling

•      Receive and own escalations from Tier 1 that require deeper investigation or technical expertise

•      Diagnose complex issues involving platform configuration, data integrity, integration failures, edge-case workflows, and system errors

•      Reproduce issues, gather logs and supporting data, and determine whether problems are user error, configuration issues, or product bugs

•      Drive issues to resolution — whether that means fixing a configuration, documenting a workaround, or getting engineering involved

•      Communicate clearly and proactively with clients throughout the escalation process, including setting expectations and following up

Technical Investigation

•      Investigate data issues including missing records, sync failures, calculation errors, and import/export problems

•      Troubleshoot integration issues involving the Simpliant API, SSO, third-party HR or payroll systems, and data feeds

•      Work directly with engineering to reproduce and report bugs, provide detailed context, and validate fixes before they reach clients

•      Assist with configuration troubleshooting for complex client setups — approval chains, credentialing rules, billing configurations, and more

Knowledge & Improvement

•      Build and maintain knowledge base documentation for Tier 1 covering escalation patterns, known issues, and diagnostic steps

•      Identify gaps in Tier 1 training and help address them through documentation, shadowing, or direct coaching

•      Surface recurring issues and systemic problems to product and engineering with enough context to act on them

•      Contribute to support tooling and workflow improvements that help the team handle volume without sacrificing quality

What We’re Looking For

•      3+ years of experience in a technical support or customer success role for a SaaS product, with at least some time spent at Tier 2 or above

•      Strong troubleshooting skills — you form a hypothesis, test it, and document what you find

•      Comfortable reading logs, inspecting API responses, and working with structured data to diagnose issues

•      Experience working directly with engineering teams to report, track, and validate bug fixes

•      Clear communicator who can explain complex issues simply to non-technical clients and precisely to engineers

•      Able to manage multiple open escalations at once without losing track of commitments or letting things go stale

Nice to Have

•      Experience supporting healthcare staffing technology, workforce management, or staffing software

•      Familiarity with RESTful APIs and common integration patterns (SSO, webhooks, data imports)

•      Exposure to SQL or the ability to run basic queries to investigate data issues

•      Background in healthcare settings or understanding of healthcare staffing and credentialing workflows

What We Look for in a Teammate

We’re a small team where everyone’s work is visible. We’re looking for someone who:

•      Takes ownership of problems and sees them through

•      Communicates clearly, especially when things go wrong

•      Is comfortable making decisions without waiting for permission

•      Is inclined to improve a broken process rather than work around it

About Simpliant Health

Simpliant Health is a healthcare technology company building modern tools to help healthcare organizations source, manage, and optimize their contingent workforce. Our flagship product, Simpliant, is a purpose-built Vendor Management System (VMS) designed specifically for the healthcare industry.

Simpliant supports the full lifecycle of temporary healthcare staffing — from job postings and candidate submissions to credentialing, scheduling, time tracking, and invoicing. Healthcare professionals such as RNs, CNAs, and CRNAs can be sourced directly or through staffing agencies, with built-in workflows for interviews, offers, and compliance verification (e.g., licensure, immunizations, background checks). Once placed, Simpliant manages shift scheduling, time capture, manager approvals, and billing. The platform also provides reporting and analytics, along with an open, RESTful API for integrations.

We’re a small company with early market traction. If you want a role with high autonomy, real ownership, and direct influence on the product and the customer experience, this is that kind of job.