Technical Support Specialist - Digital Solutions

What You Will Do

• Respond to customer cybersecurity, compliance, technical documentation, and product-related inquiries as the primary point of contact.

• Manage support requests through case management and communication platforms, meeting established service, quality, productivity, and customer satisfaction metrics.

• Coordinate customer IT security assessments, cybersecurity questionnaires, and technical reviews to ensure timely and accurate completion.

• Lead technical discussions with customer IT teams regarding implementation, network requirements, validation activities, access management, and troubleshooting.

• Partner with Engineering, Product Security, Regulatory, Legal, Marketing, and Customer Support teams to deliver customer-facing technical information and solutions.

• Maintain and distribute approved technical, compliance, and cybersecurity documentation, including security summaries, certifications, software agreements, and architecture materials.

• Support customer onboarding, product validation, identity management, and related implementation activities.

• Develop knowledge base content, training materials, and standardized processes that improve operational efficiency and customer experience.

What You Will Need

• Bachelor’s degree in Information Technology, Engineering, Business Administration, Healthcare Administration, or a related field.

• Minimum 2 years of experience in technical support, customer support, IT support, customer success, or a customer-facing technical role.

• Advanced English proficiency (written and verbal).

• Experience using Microsoft Office applications.

Preferred Qualifications

• Experience using ticketing or service management platforms such as Jira or ServiceNow.

• Knowledge of cybersecurity concepts, cloud technologies, healthcare software, or information security standards.

• Experience supporting cybersecurity reviews, security assessments, compliance documentation, or technical documentation processes.

• Familiarity with software agreements, architecture documentation, certifications, or related technical materials.