IT Support Specialist

Symmetrio is recruiting a full-time remote IT Support Specialist - SaaS Oncology for our customer, a growing healthcare technology organization focused on solutions that support radiation oncology and clinical care teams.

This individual will serve as a primary technical support contact for healthcare customers using the company's clinical SAAS application. The role will work directly with clinicians, clinical application teams, hospital IT staff, and other healthcare users to understand application issues, troubleshoot problems, provide guidance and education, and coordinate resolution when issues require escalation to Tier 2 or Tier 3 technical teams.

The ideal candidate will have experience supporting clinical applications in a hospital, oncology, radiation oncology, or healthcare environment, with a strong understanding of clinical workflows and the ability to communicate effectively with both clinical and technical users. Experience with electronic medical record systems, oncology information systems, or niche healthcare applications is highly preferred. The individual should be comfortable investigating application behavior, identifying whether an issue is related to user workflow, application functionality, configuration, integration, or connectivity, and providing the appropriate information when escalating an issue to specialized technical teams.

This is a fully remote position within the United States. The salary range for this position is $90,000–$105,000 annually, depending on experience and qualifications.

Responsibilities

• Serve as a primary support contact for healthcare customers using clinical and oncology applications.
• Troubleshoot application issues, incidents, and service requests by gathering information, understanding clinical workflows, and identifying potential causes.
• Work directly with clinicians, hospital IT teams, and clinical application users to resolve issues and provide application guidance and education.
• Support issues involving clinical workflows, treatment planning, orders, documentation, application configuration, and user access.
• Investigate application and integration issues involving FHIR, APIs, databases, interfaces, and clinical data workflows.
• Maintain end-to-end ownership of customer tickets, communicating status and next steps to the customer, and ensuring issues are followed through to resolution.
• Determine whether issues are related to application functionality, configuration, integration, or infrastructure, and escalate appropriately to Tier 2/Tier 3 teams.
• Maintain detailed case documentation and develop knowledge base articles, troubleshooting guides, and support documentation.