Support Analyst

Role Overview

WellBeam is looking for a Support Analyst to be the initial touchpoint for customer questions and issues. In this role, you will help deliver a strong customer experience by handling incoming requests, solving routine problems, keeping records accurate, and looping in the right internal teams when an issue needs deeper investigation.

This position is well suited to someone who is highly organized, customer-oriented, and comfortable working in a fast-moving environment. A strong interest in healthcare technology, clear communication, and a sense of ownership are important for success.

About WellBeam

WellBeam is modernizing how hospitals and post-acute care providers connect and exchange clinical information. By moving beyond outdated fax- and phone-based workflows and replacing them with smart, EHR-connected processes, the company helps care teams coordinate faster, increase revenue, and support better patient outcomes across the acute and post-acute care spectrum.

The company works with some of the country’s most established and innovative health systems and post-acute organizations, delivering scalable solutions in highly complex healthcare settings.

Key Responsibilities

• Act as the first line of support for customer concerns, questions, and service requests.
• Reply to customer communications promptly, professionally, and with a strong service mindset.
• Handle initial troubleshooting, workflow assistance, user access support, and common issue resolution.
• Collect and record complete issue details so cases can be investigated and resolved efficiently.
• Keep ownership of customer updates and communication throughout the support request lifecycle.
• Sort, prioritize, log, and follow support tickets based on internal processes and service expectations.
• Watch ticket queues closely to ensure issues progress without delay.
• Escalate complex matters to Product, Engineering, or other appropriate teams when deeper technical input is needed.
• Coordinate communication between customers and internal teams during escalations.
• Document issue progress, root cause details, and final resolutions accurately.
• Create and share operational reports for active customers.
• Maintain reliable customer information and support records in internal systems.
• Spot repeating problems or trends and share insights with the broader team.
• Help improve support workflows, knowledge-base resources, and customer-facing documentation.
• Contribute to projects that strengthen efficiency and scalability across support operations.
• Work closely with Customer Success, Implementation, Product, and Engineering to support a smooth customer journey.
• Represent customer needs and share feedback that can improve products and internal processes.
• Assist with onboarding, adoption, and retention efforts when required.

Qualifications

• Bachelor’s degree, or equivalent practical experience.
• 1 to 3 years of experience in a customer support position.
• Background in a SaaS or other technology-driven company.
• Strong written and spoken communication skills.
• Excellent organization, attention to detail, and ability to follow through.
• Reliable, accountable, and focused on customer needs.
• Strong analytical thinking and problem-solving ability.
• Comfort working on multiple priorities in a dynamic environment.

Preferred Experience

• Exposure to healthcare technology, healthcare operations, or health systems.
• Experience working with PHI and in HIPAA-regulated environments.
• Hands-on experience with support or CRM tools such as Intercom, HubSpot, Salesforce, or similar platforms.
• Experience building reports with Metabase or comparable analytics tools.
• Previous work in startup environments.

Personal Traits That Fit This Role

• You enjoy supporting customers and resolving problems.
• You communicate in a clear, professional, and empathetic way.
• You are structured, detail-focused, and highly organized.
• You take responsibility for issues and carry them through to closure.
• You do well in environments where priorities can change quickly.
• You are adaptable, collaborative, and eager to learn.
• You are comfortable working independently and across teams.
• You care about improving healthcare through technology.

Why Work at WellBeam

• Competitive compensation plus equity participation.
• Fully remote role with flexible working hours.
• Regular company-wide offsites.
• Generous vacation and paid time off.
• Health, vision, and dental insurance options.
• 401(k) plan and workers’ compensation coverage.

Compensation

The salary range for this position is $60,000 to $90,000 per year.

Application Instructions

To apply, email your resume and a short introduction, and include the role title in the subject line.