Support Specialist

The Janus Support Specialist delivers high-quality support for both customers and internal teams. This role is ideal for someone who is investigative, detail-oriented, and comfortable working across technical systems, workflows, and data. As a Support Specialist, you will own issues from intake through resolution—partnering closely with Product, Engineering, and Customer teams to diagnose problems, validate findings, and drive accurate outcomes. You will balance strong customer communication with hands-on troubleshooting, including reviewing data, reproducing issues, and identifying root causes. Location: Remote (preference for Mountain or Pacific Time Zone)

Key Responsibilities

Investigate and troubleshoot issues across workflows, system behavior, integrations, and underlying data Own support tickets end-to-end, including triage, prioritization, investigation, and resolution Communicate clearly and professionally with customers and internal stakeholders, providing timely updates and context Gather details, reproduce issues when possible, and document findings to support root cause analysis Use SQL, reporting tools, or system data to validate behavior and support investigations Partner with Product, Engineering, Implementation, and Customer teams to escalate issues and drive resolution Support internal teams by investigating product questions, unexpected behaviors, and operational issues Maintain high-quality ticket management, including documentation, follow-through, and SLA adherence Identify patterns or recurring issues and recommend process, documentation, or product improvements Contribute to internal documentation and knowledge base content Qualifications 2+ years of experience in customer support, technical support, or operational support roles Experience in healthcare revenue cycle management (e.g., claims, eligibility, prior authorizations, billing workflows) preferred Strong investigative and problem-solving skills, with the ability to connect issues across systems, workflows, and data Experience working in a ticketing system such as Zendesk, Jira, Salesforce, or similar Exposure to SQL or the ability to use basic queries for troubleshooting and validation Strong written and verbal communication skills, including explaining technical findings to non-technical audiences Highly organized with strong attention to detail and ability to manage multiple priorities Comfortable working cross-functionally in a fast-paced environment