What You’ll Do

Bug Investigation, Triage and Resolution

Promptly and thoroughly investigate product bugs using all available resources, within assigned timeframes
Diagnose and troubleshoot technical issues reported by clients, looking to gather comprehensive information to share with other stakeholders
Determine which bugs you are able to resolve and promptly resolve these
Document findings and follow processes for clear process flows
Partner with product and technical teams for rapid resolution of “mission critical” bugs, corralling key stakeholders and providing timely updates as needed

Prioritization

Work with stakeholders to understand the impact of bugs to users and the larger business
Use judgment to assess relative priorities of various issues
Document and communicate priorities clearly according to protocol

Communication and Cross-Functional Collaboration

Provide timely and clear updates to all involved stakeholders
Partner with stakeholders with empathy to understand their needs
“Translate” stakeholders’ needs and asks into actionable directives for technical teams
Document and communicate clearly about known issues and workarounds

Trend Monitoring and Process Improvement

Monitor bugs for trends and larger improvement opportunities
Proactively partner to improve our bug management process

What You’ll Need

Bachelor's degree in Computer Science, Information Technology, Healthcare Informatics, or a related field (preferred)
2+ years proven experience in providing technical support for healthcare technology products or software applications.
Strong analytical and problem-solving skills with the ability to diagnose and resolve complex technical issues effectively.
Excellent communication skills, both written and verbal, with the ability to communicate technical concepts to non-technical stakeholders.
Customer-centric approach with a passion for delivering exceptional customer service and building long-term relationships.
Ability to thrive in a fast-paced environment, prioritize tasks, and manage multiple support cases simultaneously.
Familiarity with ticketing and support systems for incident tracking and reporting (e.g., JIRA, Zendesk).
Understanding of software development and quality assurance processes is advantageous.
Certifications in relevant healthcare IT or technical support areas will be considered a plus.
Familiarity with ticketing and support systems for incident tracking and reporting (e.g., JIRA, Zendesk).
Understanding of software development and quality assurance processes is advantageous.
Certifications in relevant healthcare IT or technical support areas will be considered a plus.

Pay & Perks

💻 Fully remote opportunity with about 5% travel 🩺 Medical, dental, vision, life, disability insurance, and Employee Assistance Program 📈 401K retirement plan with company match; flexible spending and health savings account 🏝️ Flex Time Off + company holidays 👶 Up to 14 weeks of paid parental leave 🐶 Pet insurance

The salary range for this position is $55,000 to $60,000 annually; as part of a total benefits package which includes health insurance, 401k and bonus. In accordance with state applicable laws, Cohere is required to provide a reasonable estimate of the compensation range for this role. Individual pay decisions are ultimately based on a number of factors, including but not limited to qualifications for the role, experience level, skillset, and internal alignment. This role is not eligible for hire in: NY, CA, CO, WA.

Interview Process*

Connect with Talent Acquisition for a Preliminary Phone Screening
Meet your Hiring Manager!
Take Home Assessment
Behavioral Interview(s)

*Subject to change

About Cohere Health

Cohere Health’s clinical intelligence platform and agentic AI-powered solutions connect health plans’ strategic goals and providers’ needs, optimizing the speed, cost, and quality of care. With an enterprise approach that streamlines payer-provider decision-making across the care continuum–including policy, prior authorization, payment accuracy, and more–the company improves collaboration and reduces burden, resulting in up to 8x ROI and 94% provider satisfaction.

With the acquisition of ZignaAI, we’ve further enhanced our platform by launching our Payment Integrity Suite, anchored by Cohere Validate™, an AI-driven clinical and coding validation solution that operates in near real-time. By unifying pre-service authorization data with post-service claims validation, we’re creating a transparent healthcare ecosystem that reduces waste, improves payer-provider collaboration and patient outcomes, and ensures providers are paid promptly and accurately.

Client Support Specialist