Senior Data Solutions Support Specialist

Job Summary

The Senior Data Solutions Support Specialist at Surescripts ensures the successful implementation and onboarding of Surescripts data solutions and provides troubleshooting of systems and operational support for data & analytics external partners. They will serve as a technical liaison between data partners and internal teams, helping to resolve technical issues, provide guidance, and ensure a positive customer experience. This role actively manages cases related to data delivery, data feeds, data products, and analytics dashboards. The Specialist uses strong communication and problem-solving skills to identify, resolve, and prevent issues impacting data quality, delivery, and analytics platform performance. The role requires collaboration with internal teams and external partners to ensure seamless data operations and continuous improvement of analytics solutions.

Responsibilities

• Lead the onboarding process for new data solutions partnerships, ensuring seamless integration and implementation of data solutions with external partners through close coordination, technical support, and detailed documentation.
• Act as a subject matter expert (SME) on specific product areas, guiding both customers and internal teams through technical integration and implementation processes.
• Collaborate with cross-functional teams, including engineering and product management, to address customer needs, resolve technical challenges, and enhance the customer experience.
• Provide technical support to customers by diagnosing and resolving technical issues, guiding customers through troubleshooting processes, and empowering customers to leverage self-service solutions.
• Deploy tools and capabilities to partners and internal users to enable autonomous quality assurance on data integrations and analytics platforms (e.g., admin tools, data validation interfaces, user management portals).
• Monitor and test fixes to ensure data delivery and analytics issues are adequately resolved.
• Develop and maintain a strong understanding of Surescripts’ data infrastructure, data product types, data processing solutions, file loading solutions, schemas, and analytics/reporting implementation guides.
• Proactively drive down error rates by tracking and analyzing trends in incident requests and daily reports related to data feeds, data products, and analytics dashboards. Recommend system reconfigurations, improvements, or enhancements.
• Manage incoming Salesforce CRM cases and/or email to ensure courteous, timely, and effective resolution of issues—including data delivery failures, data product discrepancies, analytics dashboard errors, and coordination of back-end support with all Surescripts partners.
• Collaborate with Data Core, Dev Ops, and Software Engineering teams to resolve complex data issues and implement operational improvements.
• Document operational processes and maintain knowledge base articles for recurring issues and solutions.
• Participate in on-call rotation as point of contact for production-related issues impacting data & analytics products.

Qualifications

Basic Requirements:

• Bachelor’s degree in computer science, information sciences, data analytics, or related field or equivalent experience.
• 5+ years of related experience in data operations, analytics support, or technical troubleshooting.
• Demonstrated aptitude for problem solving & analytical thinking.
• Knowledge of Data APIs, including REST and OpenAPI.
• Experience with data interchange formats (e.g., XML, JSON).
• Ability to interpret and/or write SQL queries.
• Experience with MS Office Suite including Visio, Excel, Access, Outlook & Word.

Preferred Qualifications:

• Experience with standardized healthcare data formats (HL7, EDI, EDIFACT, etc.).
• Cloud infrastructure acumen with the ability to navigate multiple cloud UI and SaaS, and perform self-directed solution discovery for support.
• Understanding of synchronous/asynchronous real-time and scheduled batch data transactions.
• Experience in HTML, asynchronous web API interactions, and related dynamic data access technologies.
• Experience supporting analytics dashboards and data visualization platforms.
• Experience supporting common browser-based and network connectivity issues for data APIs and dashboards.

Key skills/competency

• Data Operations
• Analytics Support
• Technical Troubleshooting
• Data Integration
• Salesforce CRM
• SQL Queries
• API Management
• Healthcare Data Formats
• Cloud Infrastructure
• Problem Solving