Senior Application Support Analyst

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You'll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development.

Summary

The Sr. Professional Customer Support role is responsible for providing advanced customer and technical support for commercial healthcare clients and internal stakeholders. This position focuses on troubleshooting complex issues, investigating system concerns, supporting technical infrastructure, and ensuring a high-quality client experience. The ideal candidate will have strong analytical and problem-solving skills, experience working in a technical support environment, and the ability to collaborate across multiple teams to drive issue resolution.
This is a remote position supporting EST and CST business hours.

Your role in our mission

• Provide advanced customer support for commercial healthcare clients, including Essette Commercial clients, DBO, and KY UM accounts.
• Troubleshoot and investigate technical and operational issues to identify root causes and provide timely resolutions.
• Support technical infrastructure and system-related processes to ensure smooth client operations.
• Deliver a high level of customer and client experience through professional communication and issue management.
• Collaborate with internal operational and technical teams to resolve escalated concerns.
• Document issues, resolutions, and trends accurately within internal systems.
• Monitor recurring issues and proactively identify opportunities for process improvements.
• Participate in client support meetings and provide updates on issue resolution progress.
• Manage multiple priorities in a fast-paced support environment while maintaining attention to detail.
• Ensure compliance with company policies, procedures, and data confidentiality requirements.

What we're looking for

• Experience troubleshooting and supporting enterprise software applications in a technical support or production support environment.
• Experience supporting QA, Pre-Production, and/or Production environments.
• Strong client-facing technical support experience.
• Strong analytical and problem-solving skills with the ability to investigate complex technical issues.
• Basic to intermediate SQL/SQL Server experience, including at least one year of experience or working knowledge of writing T-SQL queries.

What you should expect in this role

• Fully remote position; candidates must reside within EST or CST time zones.
• Work schedule: Monday through Friday, 8:00 AM EST - 5:00 PM EST.
• Video cameras must be used during all interviews, as well as during the initial week of orientation.
• To work effectively as a teleworker or hybrid positions with Gainwell, employees must have a broadband internet connection with a minimum speed of 24 Mbps download and 8 Mbps upload. Higher speeds are recommended for optimal performance.
• To test your internet speed, go to Google and search for "Internet Speed Test."

#LI-REMOTE #LI-JA1 #LI-CM1

The deadline to submit applications for this posting is May 21, 2026.

The pay range for this position is $56,300.00 - $80,400.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You'll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits , and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You'll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines "wages" and "wage rates" to include "all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.