ABOUT THIS POSITION
The IT Support Engineer is the first point of contact for employees seeking technical support as the Tier 1 of support. This role focuses on triage, basic troubleshooting, and ticket routing to ensure timely and effective resolution in line with Service Level Agreements (SLAs).WHAT YOU'LL DO
Job Description:
Serve as the initial point of contact for all IT support requests via Jira Service Management tickets, calls, and email requests.
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.
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.
Resolve common requests independently (e.g., password resets, access requests, software installs, driver updates, M365 issues).
Route complex tickets to Tier 2 or specialized support teams with documented triage and troubleshooting steps taken before escalation.
Monitor open tickets and proactively update users on progress.
Deliver excellent customer service by setting clear expectations, communicating effectively, and following up with end users.
Follow established workflows, knowledge base articles, and escalation procedures.
WHAT YOU'LL NEED
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.
Detail-oriented with strong organizational and problem-solving skills.
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
- Strong communication and customer service skills
- Familiarity with Jira Service Management and Microsoft 365 Products
- Basic knowledge of operating systems, productivity software, networking, and account management
- Ability to work in a collaborative environment
- Detail-oriented with strong organizational and problem-solving skills
Waystar Compensation & Benefits Highlights
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Healthcare Strength — Company materials describe multiple medical plan options with HSA contributions and access to mental‑health resources; dental and vision coverage are included.
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Leave & Time Off Breadth — Offerings include generous PTO, paid holidays, volunteer time off, and paid parental leave for maternity, paternity, and adoption.
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Retirement Support — A 401(k) plan with company matching is available and highlighted across public benefit descriptions.
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.
