Principal Application & Technical Support Specialist

📍 Job Overview

• Job Title: Principal Application & Technical Support Specialist
• Company: Strata Decision Technology
• Location: Chicago, IL (Remote)
• Job Type: Hybrid
• Category: Technical Support
• Date Posted: August 9, 2025
• Experience Level: Mid-Senior
• Remote Status: Hybrid (2 office days per week)

🚀 Role Summary

The Principal Application & Technical Support Specialist will provide technical guidance and support to customers for Strata's healthcare decision support product, Axiom. This role requires a highly motivated individual with a strong problem-solving mindset and the ability to find creative solutions to challenging technical issues.

💻 Primary Responsibilities

• Technical Support: Troubleshoot and resolve advanced technical issues independently, lead root cause analysis efforts, and implement long-term solutions. Serve as an escalation point for complex client issues and provide guidance to team members.
• Case Management: Effectively prioritize and manage cases according to established standards, oversee individual backlogs, and maintain workflow efficiency. Update and maintain customer records accurately, documenting all interactions and transactions in the system.
• Training & Development: Independently develop and deliver training sessions for customers and internal teams. Collaborate with cross-functional teams and stakeholders to enhance product support, improve product reliability, and implement process improvements.
• Security & Compliance: Ensure the secure handling of PHI data in strict compliance with HIPAA regulations and organizational policies.
• Mentorship: Act as a mentor for the team, guiding junior staff in managing customers and case work while enabling them to become knowledge leaders.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Health Information Management, or a related field.

Experience: 4+ years of experience in product support, development, or a consultancy environment with healthcare products. Strong understanding of healthcare costing and experience with Axiom Financial/Decision Support application.

Required Skills:

• Proficient knowledge of Microsoft technologies, especially Excel
• Working knowledge of SQL
• Experience in technical issue resolution and escalation procedures
• Proven experience in managing multiple projects with multiple priorities
• Experience with a case management tool, Salesforce is a plus
• Proficiency with Tableau or similar data visualization tools a plus

Preferred Skills:

• Experience with a healthcare-specific case management tool
• Familiarity with HIPAA regulations and healthcare data privacy standards

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Demonstrate proficiency in Microsoft Excel and data visualization tools like Tableau
• Showcase experience in technical issue resolution and case management
• Highlight any relevant projects involving healthcare costing or Axiom Financial/Decision Support application

Technical Documentation:

• Provide examples of code quality, commenting, and documentation standards
• Include version control, deployment processes, and server configuration details
• Demonstrate understanding of testing methodologies, performance metrics, and optimization techniques

💵 Compensation & Benefits

Salary Range: $60,000 - $90,000 per year (actual salary will be determined based on skill set and level of experience)

Benefits:

• Retirement benefits
• Health and welfare benefits
• Paid time off
• Parental leave
• Life and accident insurance
• Other voluntary and well-being benefits

Working Hours: 40 hours per week with flexible deployment windows and maintenance schedules

🎯 Team & Company Context

Company Culture: Strata values collaboration, learning, and continuous career growth. The company fosters a culture of inclusion, equity, and belonging, regardless of race, religion, disability, sex, sexual orientation, gender identity, or national origin.

Core Values:

• Connect with positive intent
• Be helpful
• Own it
• Get better every day
• Be humble

📈 Career & Growth Analysis

Role Level: Mid-Senior technical support role with significant influence on product support, reliability, and process improvements.

Reporting Structure: This role reports directly to the Director of Application Support and will manage a team of technical support specialists.

Technical Impact: The Principal Application & Technical Support Specialist will have a significant influence on product support, user experience, and infrastructure decisions, ensuring the secure handling of PHI data and maintaining high-quality technical support standards.

Growth Opportunities:

• Technical Leadership: Potential to advance to a senior technical leadership role, overseeing a team of technical support specialists and driving strategic technical decisions.
• Product Management: Opportunity to transition into a product management role, focusing on enhancing product support, reliability, and user experience.
• Training & Development: Potential to specialize in training and development, creating and delivering technical training sessions for customers and internal teams.

🌐 Work Environment

Office Type: Hybrid, with campuses located in Chicago, IL, and St. Louis, MO, hosting in-person events and fostering a collaborative work environment.

Office Location(s): Chicago, IL, and St. Louis, MO, with remote work flexibility.

Workspace Context:

• Collaborative workspace with multiple monitors and testing devices available
• Cross-functional team interaction and knowledge-sharing opportunities
• Flexible work schedule with deployment windows and maintenance considerations

Work Schedule: Flexible work schedule with deployment windows, maintenance, and project deadline considerations.

📄 Application & Technical Interview Process

Interview Process:

1. Technical Preparation: Brush up on technical skills, especially Microsoft Excel, SQL, and case management tools. Review healthcare costing principles and Axiom Financial/Decision Support application experience.
2. Portfolio Review: Prepare a portfolio showcasing technical support experience, case management skills, and any relevant healthcare costing projects. Highlight code quality, documentation, and data visualization proficiency.
3. Technical Challenge: Practice technical issue resolution exercises, focusing on problem-solving, communication, and code quality. Familiarize yourself with Axiom Financial/Decision Support application and healthcare costing principles.
4. Company & Culture Questions: Research Strata's company culture, values, and mission. Prepare questions about the team, work environment, and growth opportunities.

Portfolio Presentation Strategy:

1. Live Website Demonstration: Showcase live websites or web applications demonstrating technical support experience and case management skills.
2. Code Explanation: Clearly explain code quality, architecture decisions, and responsive design techniques used in your projects.
3. User Experience Showcase: Highlight user experience design principles and accessibility standards applied in your projects.

Technical Challenge Preparation:

1. Exercise Format: Familiarize yourself with common technical support exercise formats, such as problem-solving, code review, and system design discussions.
2. Time Management: Practice time management techniques for technical challenges, focusing on efficient problem-solving and communication strategies.
3. Communication Skills: Develop clear and concise communication skills to articulate technical concepts and solutions effectively.

ATS Keywords: Technical Support, Healthcare Costing, Axiom Financial, Microsoft Excel, SQL, Case Management, Technical Issue Resolution, Product Support, Training & Development, HIPAA Compliance, Data Visualization, Team Management, Technical Leadership, Product Management

📌 Application Steps

To apply for this Principal Application & Technical Support Specialist role:

1. Resume Optimization: Tailor your resume to highlight relevant technical support experience, case management skills, and healthcare costing projects. Include specific project examples and technical skills.
2. Portfolio Customization: Curate a portfolio showcasing your technical support experience, case management skills, and any relevant healthcare costing projects. Include live website demonstrations and code explanations.
3. Technical Interview Preparation: Brush up on technical skills, practice technical challenges, and prepare for company and culture questions. Research Strata's company culture, values, and mission.
4. Application Submission: Submit your application through the provided link, including your resume and portfolio.

Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.