Clinical Application Support Analyst

In this HealthTech role, you will act as a product and workflow expert, supporting customers with complex queries and analysing system behaviour to maximise platform value. You’ll operate in a fast-paced, evolving environment and collaborate with Product, Engineering and Implementation teams. The position supports a scaling business focused on healthcare delivery impact. You will engage customers directly, deliver training, and contribute to continuous improvement. This role offers hands-on impact during live Go Live moments and ongoing platform adoption.

• Act as first-line specialist for complex application queries (workflows, reports, data logic)
• Replicate, analyse and diagnose issues with growing expertise
• Explain technical concepts clearly to non-technical users
• Own escalations and collaborate with Product, Engineering, and Implementation teams
• Document issues thoroughly to support resolution
• Build trusted user relationships by understanding workflows and pressures
• Deliver remote or on-site training sessions for different user groups
• Provide on-site Go Live support and assist teams with platform adoption
• Share insights to improve support processes and documentation
• Stay updated with feature releases and platform changes

• 2+ years in 1stLine/Application Support or equivalent troubleshooting role
• Ability to own and solve technical problems up to second line
• Experience supporting software in HealthTech startups
• Comfort in ambiguous, fast-moving environments
• Strong analytical skills and curiosity about system behaviour and data logic
• Ability to explain complex concepts to non-technical users
• Excellent written and verbal communication
• Proficiency with Zendesk, Intercom, Salesforce or similar
• Calm, organised, able to juggle multiple priorities
• Empathetic and confident working directly with customers

• Empathy
• Clear communication
• Problem-solving mindset
• Zendesk
• Intercom
• Salesforce