Technical Product Specialist, Decision Support

As a Decision SupportTechnical Product Specialist you willowncomplex data-driven issues frominitialinvestigation through resolution forourStrataJazzhealthcarecustomers. This role combines deep technical problem solvingleveragingdata models system behavior and SQL driveninsightswith clear confident customer communication.

While this role involves resolving customer-submitted tickets it goes beyond basic ticket handlingit is a problem-solving role requiring curiosity diligence and accountability. You will act as a trusted technical partner to customers diagnosing root causesidentifyingdownstream impacts and delivering solutions you can confidently stand behind.

HowYoullMake an Impact

• Investigate and resolve complex customer-reported issues related to data system behavior and application functionality
• Use SQL and system knowledge to analyze data discrepanciesvalidateoutputs andidentifyroot causes
• Own issues end-to-end frominitialintake through resolution and follow-up
• Identifyrelated or downstream issues beyond theinitialproblem statement
• Validate solutions thoroughly before communicating outcomes to customers
• Effectively prioritize and manage cases according to SOP guidelines whilemaintainingownership of your backlog
• Develop and implement solutions or recommendations to prevent recurring issues
• Escalate complex issues whenappropriate with clear documentation and context
• Document all customer interactions findings and resolutions accurately in case management systems
• Collaborate with cross-functional teams (engineering product data) to resolve issues and improve system reliability
• Provide guidance and support to junior team members
• Ensure secure handling of PHI data in compliance with HIPAA and organizational policies

What Success Looks Like

Successful team members in this role:

• Take ownership of issues and proactively drive them to resolution seeking guidance when needed whilemaintainingstrong personal accountability
• Demonstrate strong SQLproficiencyand the ability to investigate complex data scenarios
• Understand and navigate relational data models effectively
• Think beyond surface-level symptoms toidentifyroot causes and related impacts
• Validate their work carefully to ensure accuracy before communicating solutions
• Learn new systems and technologies quickly
• Communicate clearly concisely and confidently with customers
• Deliver a high-quality customer experience bydemonstratingempathy setting clear expectations and consistently following through
• Manage multiple priorities while staying organized and responsive

WhatWereLooking For

• 2 years of experience with enterprise software preferably in technical support development or a customer-facing technical role
• Strong SQL skills including the ability to write and troubleshoot complex queries
• Ability to understand and work within relational data models
• Proven ability to learnnew technologiesand systems quickly
• Strong analytical and problem-solving skills
• Experience managing multiple priorities in a fast-paced environment
• Excellent written and verbal communication skills
• Experience working directly with customers or stakeholders in a technical capacity

Preferred:

• Experience supportinghealthcarefinancial or decision support applications (StrataJazz AxiomEPSi)
• Familiarity with Salesforce or similar case management tools
• Experience with Tableau or similar data visualization tools
• Experience troubleshooting data pipelines ETL processes or reporting tools

Work Style

This is a highly autonomous role. While collaboration and guidanceacross our teamsare always availableandencouraged you will be expected to independently investigate diagnose and resolve complex issues. The ideal candidate enjoys digging into challenging problems working with data and taking ownership of outcomes.

Estimated Salary Range: $
Actual salary will be determined based on factors including but not limited to skill set and level of experience. This salary range is a good faith estimate of base pay. Strata also provides discretionary variable pay programs based on addition Strata provides a comprehensive benefits package including retirement benefits health and welfare benefits paid time off parental leave life and accident insurance and other voluntary and well-being benefits.

Find out more about Strata benefitshere.

How we work:
Our preferred location for open roles is Chicago IL. We value inperson connection and regularly host oncampus events to create meaningful opportunities for our team to build relationships and collaborate

Thinking about applying
Research shows that women and underrepresented groups tend to apply to jobs only when they check every box on a job posting. If youre currently reading this and hesitating to click Apply for that reason we encourage you to go for it! A true passion and excitement for making an impact is just as important as work experience.

Should you require a reasonable accommodation in completing this application interviewing completing any pre-employment testing or otherwise participating in the employee selection process please reach out to

Here @ Strata
Our culture is driven by our people solving problems together. We embrace learning collaboration and continuous career growth. Together we lift our customers our products our company and our community.

We believe that each of our team members unique perspectives and experiences is what drives innovation and positive change. Our individual differences are what make us a more forward-thinking organization. We foster a culture of inclusion equity and belonging regardless of race religion disability sex sexual orientation gender identity or national origin.

Our Core Values:
While we celebrate what makes each member of our team unique our core values are what connect us. They set clear expectations for how we approach our work and how each of us can positively influence the experience of our team and our customers.

• We connect with positive intent.
• We are helpful.
• We own it.
• We get better every day.
• We are humble.