At Janus, we believe in a world where healthcare functions efficiently. Join us on our mission to improve the lives of administrative workers and fundamentally change the way work is done. Our team is building a world-class process improvement platform to help healthcare providers generate more cash with less resources.Our employees are our greatest asset, and we are passionate about creating strong culture with deep purpose. We are entrepreneurial and focused, yet humble, empathetic and inclusive. We value the individual and tackle problems as a team. The best idea wins, and teams celebrate together.The Janus Support Specialist delivers high-quality support for both customers and internal teams. This role is ideal for someone who is investigative, detail-oriented, and comfortable working across technical systems, workflows, and data. As a Support Specialist, you will own issues from intake through resolution—partnering closely with Product, Engineering, and Customer teams to diagnose problems, validate findings, and drive accurate outcomes. You will balance strong customer communication with hands-on troubleshooting, including reviewing data, reproducing issues, and identifying root causes.Key ResponsibilitiesInvestigate and troubleshoot issues across workflows, system behavior, integrations, and underlying dataOwn support tickets end-to-end, including triage, prioritization, investigation, and resolutionCommunicate clearly and professionally with customers and internal stakeholders, providing timely updates and contextGather details, reproduce issues when possible, and document findings to support root cause analysisUse SQL, reporting tools, or system data to validate behavior and support investigationsPartner with Product, Engineering, Implementation, and Customer teams to escalate issues and drive resolutionSupport internal teams by investigating product questions, unexpected behaviors, and operational issuesMaintain high-quality ticket management, including documentation, follow-through, and SLA adherenceIdentify patterns or recurring issues and recommend process, documentation, or product improvementsContribute to internal documentation and knowledge base contentQualifications2+ years of experience in customer support, technical support, or operational support rolesExperience in healthcare revenue cycle management (e.g., claims, eligibility, prior authorizations, billing workflows) preferredStrong investigative and problem-solving skills, with the ability to connect issues across systems, workflows, and dataExperience working in a ticketing system such as Zendesk, Jira, Salesforce, or similarExposure to SQL or the ability to use basic queries for troubleshooting and validationStrong written and verbal communication skills, including explaining technical findings to non-technical audiencesHighly organized with strong attention to detail and ability to manage multiple prioritiesComfortable working cross-functionally in a fast-paced environment
