The mission of the Credentialing Product Support Specialist III is to own the toughest technical problems across Andros products by investigating, debugging, and partnering cross-functionally to get to resolution fast. This role ensures the timely resolution of complex client issues, empowers internal teams through enablement, and continuously refines processes to improve client experience and product stability.
Requirements
- Familiarity with APIs, integrations, data mapping, and debugging tools such as Postman
- Proven ability to collaborate with Engineering and Operations teams to diagnose and resolve complex issues
- Experience with one or more of the following tools: Jira, Confluence, Salesforce, Google Workspace, or GitHub
Responsibilities
- Investigate and resolve escalated technical issues requiring in-depth analysis across multiple systems
- Partner with Engineering and Operations to address bugs, integration issues, and product challenges
- Manage the full lifecycle of escalations, from triage to client communication to resolution documentation
- Translate complex findings into accessible documentation and enablement content
- Contribute to the knowledge base and internal playbooks with detailed technical content
- Collaborate with Product and Engineering to document known issues, dependencies, and workarounds
- Support incident response efforts with technical context, logs, and postmortem documentation
Other
- 3+ years in a technical or product support role within a SaaS or tech environment
- Excellent written and verbal communication skills for both technical and non-technical audiences
- Credentialing experience a plus
- Break down complex technical problems into actionable steps
- Thrive in a fast-paced environment and adjust to changing priorities
