PtEverywhere
Who We Are
PtEverywhere is a healthcare SaaS platform providing EMR/EHR solutions for physical therapy practices. We serve primarily SMB cash-based clinics with scheduling, documentation, billing, and practice management tools.
Who You Are The
Technical Support Specialist
acts as a critical link between Customer Success and Product/Engineering, delivering same-day resolution for complex customer issues. This role requires strong technical expertise to independently investigate, diagnose, and resolve problems beyond Tier 1 support—eliminating delays caused by traditional escalation handoffs.
What You'll Do Technical Troubleshooting (50%)
Investigate and resolve escalated technical issues same-day
Query MongoDB databases to diagnose data issues
Analyze application logs and identify root causes
Reproduce customer-reported bugs and document steps for engineering
Perform data corrections and minor fixes within established guardrails
Customer Success Support (25%)
Serve as technical escalation point for Customer Success team
Join customer calls when technical expertise is needed
Create technical documentation for common issues
Train CS team on technical troubleshooting techniques
Engineering Liaison (25%)
Write detailed bug reports with reproduction steps for product development team
Validate fixes in staging before customer deployment
Assist with QA testing for releases
Maintain internal technical knowledge base
What You Bring
2 years technical support experience in SaaS environment
Proficiency with MongoDB or similar NoSQL databases (queries, basic operations)
Familiarity with web application architecture (APIs, frontend/backend)
Experience with ticketing systems (Jira, HubSpot, or similar)
Strong written communication for technical documentation
Ability to work independently and prioritize competing issues
Healthcare software experience (HIPAA awareness a plus)
Node.js or JavaScript familiarity
Experience with AWS services
Background in EMR/EHR or practice management software
What Success Looks Like 30 Days
Understand PtEverywhere product modules and common workflows
Handle basic escalations independently
Complete HIPAA training and security protocols
60 Days
Resolve 80% of escalated issues without engineering involvement
Build relationships with CS team as trusted technical resource
Document 10+ common issue resolution procedures
90 Days
Reduce average escalation resolution time by 50%
Contribute to QA process for monthly releases
Identify patterns in support issues for product improvement
What We Offer Why Join PtEverywhere?This is an exciting opportunity to combine your medical billing and healthcare knowledge with the fast paced world of health tech. At PtEverywhere, your work directly impacts patient outcomes, clinic success,and the future of physical therapy software. If you’re passionate about supporting small businesses andimproving healthcare through technology, we’d love to hear from you.
Benefits:
Competitive health insurance
Dental and Vision insurance
Health savings account (HSA) with Employer contribution
Generous 401(k) with company matching
Life Insurance
Paid time off
On-site gym membership
#J-18808-Ljbffr
Who You Are The
Technical Support Specialist
acts as a critical link between Customer Success and Product/Engineering, delivering same-day resolution for complex customer issues. This role requires strong technical expertise to independently investigate, diagnose, and resolve problems beyond Tier 1 support—eliminating delays caused by traditional escalation handoffs.
What You'll Do Technical Troubleshooting (50%)
Investigate and resolve escalated technical issues same-day
Query MongoDB databases to diagnose data issues
Analyze application logs and identify root causes
Reproduce customer-reported bugs and document steps for engineering
Perform data corrections and minor fixes within established guardrails
Customer Success Support (25%)
Serve as technical escalation point for Customer Success team
Join customer calls when technical expertise is needed
Create technical documentation for common issues
Train CS team on technical troubleshooting techniques
Engineering Liaison (25%)
Write detailed bug reports with reproduction steps for product development team
Validate fixes in staging before customer deployment
Assist with QA testing for releases
Maintain internal technical knowledge base
What You Bring
2 years technical support experience in SaaS environment
Proficiency with MongoDB or similar NoSQL databases (queries, basic operations)
Familiarity with web application architecture (APIs, frontend/backend)
Experience with ticketing systems (Jira, HubSpot, or similar)
Strong written communication for technical documentation
Ability to work independently and prioritize competing issues
Healthcare software experience (HIPAA awareness a plus)
Node.js or JavaScript familiarity
Experience with AWS services
Background in EMR/EHR or practice management software
What Success Looks Like 30 Days
Understand PtEverywhere product modules and common workflows
Handle basic escalations independently
Complete HIPAA training and security protocols
60 Days
Resolve 80% of escalated issues without engineering involvement
Build relationships with CS team as trusted technical resource
Document 10+ common issue resolution procedures
90 Days
Reduce average escalation resolution time by 50%
Contribute to QA process for monthly releases
Identify patterns in support issues for product improvement
What We Offer Why Join PtEverywhere?This is an exciting opportunity to combine your medical billing and healthcare knowledge with the fast paced world of health tech. At PtEverywhere, your work directly impacts patient outcomes, clinic success,and the future of physical therapy software. If you’re passionate about supporting small businesses andimproving healthcare through technology, we’d love to hear from you.
Benefits:
Competitive health insurance
Dental and Vision insurance
Health savings account (HSA) with Employer contribution
Generous 401(k) with company matching
Life Insurance
Paid time off
On-site gym membership
#J-18808-Ljbffr