{"id":2536925,"url":"https://alion.io/job/glooko-technical-support-specialist","title":"Technical Support Specialist","company":{"id":2186731,"name":"Glooko","domain":"glooko.com","url":"https://alion.io/company/glooko","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Auth0","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"MS SQL","optional":false},{"name":"Rest API","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false},{"name":"Windows Server","optional":false}],"status":"live","first_seen_at":"2026-10-14T11:42:10Z","employer_posted_date":null,"last_verified_at":"2026-10-14T11:42:10Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"About Glooko\nGlooko is a global digital health company on a mission to simplify diabetes and glycemic management across the care continuum. Our work connects people with diabetes, healthcare providers and diabetes devices through technology that makes diabetes care easier, more connected and more actionable.\n\nAt Glooko, we bring together people who are passionate about improving healthcare through innovation, collaboration and purpose-driven work. Our teams are building solutions that help clinicians streamline workflows, centralize diabetes data, support more informed decisions and improve care across outpatient and inpatient settings. At Glooko, employees have the opportunity to contribute to meaningful work that supports patients, providers and care teams around the world.\n\nGlooko provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, or disability. In addition to federal law requirements, Glooko complies with applicable state and local laws governing nondiscrimination in employment in every location where the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.\nAbout the Role \nThe Technical Support Specialist (TSS) will own, manage, and scale our technical support queue for our market-leading EndoTool (IV & SubQ) glucose management platform.\nAs a TSS, you will be the primary technical shield and point of contact for our existing healthcare clients. Your main mission is to drive operational excellence by drastically reducing case resolution timelines and managing complex software environments. By owning the day-to-day support queue, you will enable our implementation teams to accelerate software delivery. You will comfortably straddle two worlds: maintaining legacy, mission-critical on-premises deployments while actively supporting our client base as they transition to the modern EndoTool Cloud environment.\n** Please note this role while remote is expected to work East Coast working hours and a rotational after hour shift.\nWhat you'll do\n\nSupport Ticket Management: Triage, investigate, and resolve inbound application and environment support tickets within CRM tracking software (Zendesk/Salesforce).\n\nSLA Reduction: Direct ticket workflows and troubleshooting strategies to aggressively drive average case closure rates down \n\nLegacy Interoperability Triage: Troubleshoot data flow, connectivity drops, and Medical Record Number (MRN) conversion discrepancies across traditional inbound and outbound HL7 message interfaces.\n\nModern API Interoperability: Analyze and debug modern EMR integration pathways by verifying FHIR API request/response payloads.\n\nClinical Workflow Integration: Support embedded EMR launch mechanisms and single sign-on workflows utilizing SMART on FHIR frameworks across major EHR platforms (Epic, Cerner, Meditech).\n\nIdentity Management Support: Maintain, test, and resolve user access challenges tied to Single Sign-On (SSO) frameworks, focusing on identity providers like Auth0 and OAuth2 token authentication.\n\nSystem Maintenance & Expansion: Perform post-go-live software upgrades, configuration adjustments, and system unit expansions for existing client hospital systems.\n\nMigration Assistance: Help execute technical server migrations, database migrations, and shifts from local hospital hardware to managed hosting or cloud platforms.\n\nCritical Incident Coverage: Participate in a scheduled on-call rotation to provide crucial after-hours technical support for Severity 1 & 2 application infrastructure emergencies.\n\nDocumentation & Archiving: Create, revise, and maintain internal and external technical documentation, system schematics, and historical records of software modifications.\n\nQualifications\nTechnical Expertise\n\nOn-Premises Infrastructure: Direct experience with Windows Server administration, local network topologies, firewall configurations, and secure remote connection utilities is a must. \n\nDatabase Management: Strong proficiency in Microsoft SQL Server and Transact-SQL syntax for querying databases and troubleshooting data integrity issues.\n\nCloud Environments: Foundational exposure to public cloud ecosystems (e.g., Azure or AWS), modern web services (REST APIs), and SaaS monitoring utilities.\n\nHealthcare IT Frameworks: Comprehensive understanding of healthcare connectivity standards, including legacy HL7 v2/v3 message specifications, FHIR resources, and OAuth2 security profiles.\n\nStrong technical proficiency in configuring, securing, and maintaining authentication/authorization protocols (OIDC, OAuth 2.0, SAML) with hands-on experience managing Auth0 tenant configurations and integrating with Active Directory. \n\nProfessional Competencies & Soft Skills\n\nIndustry Experience: Minimum of 2 years of technical support or application support experience, ideally operating within a regulated Healthcare IT, Medical Device Software, or B2B SaaS company.\n\nCommunication Skills: Exceptional verbal and written communication skills, with a proven ability to explain complex infrastructure failures clearly to hospital IT staff, interface analysts, and clinical leads.\n\nCritical Thinking: Advanced problem-solving capabilities to systematically isolate root causes across multi-layered software and network environments.\n\nOperational Focus: Highly disciplined approach to queue management, showing an ability to prioritize shifting workloads without succumbing to context-switching fatigue.\n\nOriginally posted on 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