Waystar

Technical IT Support Engineer

Louisville, KY

Sponsorship not specifiedDetected 51 days ago

JiraCustomer SupportCommunicationProblem Solving

About the role

This role focuses on triage, basic troubleshooting, and ticket routing to ensure timely and effective resolution in line with Service Level Agreements (SLAs).
Participate in an on-call rotation supporting our nationally dispersed employees outside of office hours.
Provide timely communication and resolution in adherence to service level agreements.

Serve as the initial point of contact for all IT support requests via Jira Service Management tickets, calls, and email requests.
Accurately capture and document issue details, symptoms, and all troubleshooting steps taken in the corresponding Jira ticket.
Perform basic troubleshooting for hardware, software, account access, and connectivity issues among others.
Route complex tickets to Tier 2 or specialized support teams with documented triage and troubleshooting steps taken before escalation.
Deliver excellent customer service by setting clear expectations, communicating effectively, and following up with end users.
The IT Support Engineer is the first point of contact for employees seeking technical support as the Tier 1 of support.

Familiarity with Jira Service Management (or similar ticketing systems) and Microsoft 365 Products.
Basic knowledge of operating systems, productivity software, networking, and account management.
Ability to work in a collaborative environment optimistically and with a willingness to learn.

Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.
Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers.
Competitive total rewards (base salary + bonus, if applicable)
Customizable benefits package (3 medical plans with Health Saving Account company match)
We offer generous paid time off for our non-exempt team members, starting with 3 weeks + 13 paid holidays, including 2 personal floating holidays.
We also offer flexible time off for our exempt team members + 13 paid holidays
Paid parental leave (including maternity + paternity leave)
Education assistance opportunities and free LinkedIn Learning access
Free mental health and family planning programs, including adoption assistance and fertility support

This listing is sourced directly from Waystar's careers page and normalized into a canonical job model.