Technical Support Analyst

Ways2Well is redefining the future of healthcare. As a leader in regenerative and preventive medicine, we empower patients to take control of their health through data-driven, personalized care. We’re breaking away from outdated models—leveraging cutting-edge technology, digital care platforms, and bold thinking to deliver high-impact healthcare at scale. Position Summary The Technical Support Analyst will serve as the first point of contact for internal teams and patients experiencing technology related issues, supporting systems that range from our EMR and pharmacy and lab platforms to our mobile apps, web apps, marketing sites, e-commerce tools, and internal reporting systems. This role will balance strong technical troubleshooting skills with customer service and communication experience. This dual role combines technical expertise with exceptional customer service skills to ensure that patients and internal users receive seamless, efficient, and reliable support across all of Ways2Well's technology platforms. It is a fast-paced, technology-driven environment. This is an entry-level, highly trainable role - we’re looking for someone with a curious mind, strong communication skills, and a genuine interest in technology, more than a specific technical background. You'll be coached and developed by our senior Technical Support team, with a clear path to grow into a more senior technical support role over time Key Responsibilities Provide first-line technical support for internal software systems and patient-facing technology platforms, including EMR, mobile apps, web apps, marketing sites, pharmacy systems, lab systems, e-commerce, and internal reporting tools Troubleshoot and diagnose technical issues across multiple platforms, discerning between a technical issue, a process issue, and user error, and applying sound judgment on when an issue requires escalation versus direct resolution Ask thoughtful, investigative questions and gather clear evidence (screenshots, steps to reproduce, error details) to support root-cause diagnosis, including handling straightforward issues independently Communicate directly with patients to help resolve technical difficulties, explaining issues and solutions in clear, non-technical language, and ensuring every interaction reflects a positive, patient-centered, and supportive customer service experience even when the underlying problem is frustrating for the patient Coordinate with developers and engineering teams to escalate and implement fixes for complex or recurring issues, providing clear, detailed information on reported problems to help expedite accurate diagnosis and resolution Monitor and assist in maintaining overall system performance, uptime, and reliability, proactively flagging patterns or recurring issues that may indicate a larger underlying problem Document common technical issues, troubleshooting steps, and resolutions in a shared knowledge base, building a growing internal resource that improves response time and consistency across the support team over time Track and prioritize support tickets or requests using our ticketing system, ensuring issues are addressed based on urgency and impact, and following up with patients or internal staff to confirm resolution and satisfaction Assist with user onboarding and basic training for internal staff or patients navigating new tools, platforms, or system updates, helping reduce recurring support requests tied to unfamiliarity with a system Stay current on updates, patches, and new features across supported platforms to ensure guidance provided to patients and staff remains accurate and up to date. Required Qualifications Demonstrated ability to troubleshoot and resolve technical issues across multiple platforms, including web applications, mobile apps, and internal software systems Prior work experience in a professional setting (technical support, help desk, or customer service preferred, but not required) Strong verbal and writte…