ABOUT THIS POSITION
Supports the telephone "hotline" function. Directs telephone calls or written inquiries to appropriate personnel. May answer non-technical questions regarding company products. Maintains log of incoming "hotline" calls.WHAT YOU'LL DO
* Provide expert-level technical support for Waystar's products and services to internal and external clients via phone, email, and ticketing system.
* Diagnose, troubleshoot, and resolve complex technical issues related to functionalities, integrations, performance, and data management.
* Collaborate closely with engineering, product management, and development teams to identify root causes of issues and propose solutions or enhancements.
* Document technical issues, resolutions, and best practices in our knowledge base for future reference and continuous improvement.
* Assist clients with configuration, optimization, and migration strategies.
* Conduct proactive monitoring of services and infrastructure to identify potential problems before they impact clients.
* Participate in on-call rotations to provide after-hours support as needed.
* Train and mentor junior support staff on topics and best practices.
* Stay up-to-date with the latest AWS features, services, and industry best practices.
WHAT YOU'LL NEED
* Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
* 3+ years of experience in a technical support or system administration role, specifically with AWS.
* Strong understanding of AWS concepts, including buckets, objects, access control, versioning, lifecycle policies, and replication.
* Proficiency in troubleshooting and debugging issues, including API errors, performance bottlenecks, and access problems.
* Experience with AWS CLI, SDKs, and other tools for interacting with the product.
* Familiarity with cloud security best practices and compliance requirements for data storage.
* Excellent problem-solving skills and the ability to analyze complex technical information.
* Strong communication skills, both written and verbal, with the ability to explain technical concepts clearly to diverse audiences.
* Ability to work independently and as part of a team in a fast-paced environment.
* AWS Certified Solutions Architect – Associate or AWS Certified Developer – Associate certification is a plus.
* Experience with scripting languages (e.g., Python, Bash) for automation and data analysis is desirable.
ABOUT WAYSTAR
Through a smart platform and better experience, Waystar helps providers simplify healthcare payments and yield powerful results throughout the complete revenue cycle.
Waystar’s healthcare payments platform combines innovative, cloud-based technology, robust data, and unparalleled client support to streamline workflows and improve financials so providers can focus on what matters most: their patients and communities. Waystar is trusted by 1M+ providers, 1K+ hospitals and health systems, and is connected to over 5K commercial and Medicaid/Medicare payers. We are deeply committed to living out our organizational values: honesty; kindness; passion; curiosity; fanatical focus; best work, always; making it happen; and joyful, optimistic & fun.
Waystar products have won multiple Best in KLAS® or Category Leader awards since 2010 and earned multiple #1 rankings from Black Book™ surveys since 2012. The Waystar platform supports more than 500,000 providers, 1,000 health systems and hospitals, and 5,000 payers and health plans. For more information, visit waystar.com or follow @Waystar on Twitter.
WAYSTAR PERKS
- 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
- 401(K) program with company match
- Pet insurance
- Employee resource groups
Waystar is proud to be an equal opportunity workplace. We celebrate, value, and support diversity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, marital status, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Skills Required
- Bachelor's degree in Computer Science, Information Technology, or related field, or equivalent practical experience
- 3+ years in technical support or system administration role specifically with AWS
- Strong understanding of AWS concepts (buckets, objects, access control, versioning, lifecycle policies, replication)
- Proficiency troubleshooting and debugging issues including API errors, performance bottlenecks, and access problems
- Experience with AWS CLI, SDKs, and other tools for interacting with the product
- Familiarity with cloud security best practices and compliance requirements for data storage
- Excellent problem-solving skills and ability to analyze complex technical information
- Strong written and verbal communication skills to explain technical concepts to diverse audiences
- Ability to work independently and as part of a team in a fast-paced environment
- AWS Certified Solutions Architect Associate or AWS Certified Developer Associate
- Experience with scripting languages (e.g., Python, Bash) for automation and data analysis
Waystar Compensation & Benefits Highlights
-
Retirement Support — A 401(k) plan with a clearly defined employer match is highlighted, and the match is characterized as solid relative to standard offerings.
-
Leave & Time Off Breadth — PTO and paid holidays are described as generous, with additional options such as volunteer time off enhancing overall time‑off access.
-
Parental & Family Support — Paid maternity, paternity, and adoption leave are available, and fertility support is included as part of the family‑focused package.
Waystar Insights
What We Do
Waystar harnesses the power of agentic AI, generative AI, and advanced automation to drive meaningful outcomes so providers reach peak financial performance and patients receive care with confidence. The Waystar platform is used by more than 1 million providers and supports over 60% of the U.S. patient population - and integrates with all major HIS and practice management systems. The financial and administrative challenges facing healthcare providers are daunting. Waystar’s technology platform simplifies and unifies healthcare payments across the revenue cycle. We empower healthcare organizations to automate manual work, gain insight into processes and performance, and ultimately collect more revenue. At Waystar, we know there’s a better, more efficient way forward. Let’s climb the mountain ahead of us to reach new heights in healthcare.
Why Work With Us
Our Waystar values serve as a compass to center our decisions, inspire action, and promote outstanding performance. We are dedicated to providing a diverse, inclusive workplace and fostering a shared sense of belonging.
Waystar Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
