Senior Technical Support Specialist

Client & Product Context

Our client is a U.S.-based AI automation platform operating in the healthcare sector, with a strong focus on revenue cycle management (RCM). The platform uses AI agents to automate complex, high-volume workflows such as eligibility verification, prior authorization, claims processing, and payment posting. These solutions operate in mission-critical, regulated environments where reliability, accuracy, and clear communication are essential.

This role is employed by Otomatika and works as part of a dedicated support team for a production AI platform and its customers.

Role Overview

We are looking for a Technical Support Specialist who will provide frontline technical support for AI agents and automation workflows. This is a customerfacing role focused on problem investigation, clear communication, and ownership of issues through to resolution.

The role is not a callcentre position and not a pure software engineering role. Successful candidates are technically literate, calm under pressure, and comfortable working with engineers, customers, and support peers across regions.

The support team operates on a 24/7 model. You will work primarily in your local time zone, with structured handoffs to U.S. and South African teams to ensure continuous coverage.

Key Responsibilities

Customer & Issue Handling

• Receive, triage, and respond to technical support requests from customers.
• Communicate clearly and professionally with U.S.-based healthcare customers.
• Manage issues through their full lifecycle, ensuring customers are kept informed of progress and outcomes.

Technical Troubleshooting

• Investigate issues related to AI agents and automation workflows built with Python and Robocorp.
• Review logs, execution results, and error messages to identify likely root causes.
• Distinguish between configuration issues, data problems, platform defects, and upstream/downstream system failures.
• Perform basic validation and reproduction of issues before escalation.

Escalation & Collaboration

• Escalate issues to engineering teams with clear context, evidence, and reproduction steps.
• Collaborate closely with U.S. and South African support and engineering teams.
• Participate in structured handoffs between regions to ensure continuity of support across time zones.

Documentation & Continuous Improvement

• Create and maintain support documentation, runbooks, and knownissue references.
• Identify recurring issues and contribute to process and product improvements.
• Support postincident reviews by providing accurate timelines and observations.

Required Skills & Experience

• Experience in a technical or application support role for a SaaS or platform product.
• Strong written and spoken English, with the ability to explain technical issues clearly to nontechnical users.
• Working familiarity with Python (ability to read code and understand execution flow).
• Exposure to automation frameworks, RPA tools, or workflowbased systems (Robocorp or similar).
• Basic understanding of cloud environments (AWS, Azure, or GCP), logs, and service dependencies.
• Proven ability to take ownership of issues and follow them through to resolution.

NicetoHave Experience

• Handson experience with Robocorp or other RPA/automation platforms.
• Previous exposure to healthcare systems, revenue cycle management, or regulated environments.
• Experience working in a 24/7 or followthesun support model.
• Familiarity with incident management practices or ITIL concepts.
• Basic experience with APIs, SQL, or observability tools.

Ways of Working

• This is a remote role, employed by Otomatika.
• You will work primarily in your local time zone as part of a 24/7 support rotation.
• Structured handoffs occur between APAC, South African, and U.S. teams to ensure continuity.
• Some shift or oncall work may be required, depending on team coverage needs.
• Clear communication, good handover notes, and respect for teammates across regions are essential.

What Success Looks Like

• Customers feel supported, informed, and confident in the platform.
• Issues are owned endtoend and not passed along without context.
• Engineering teams receive highquality escalations with clear problem statements.
• Incidents are handled calmly, professionally, and transparently.
• Documentation and processes improve over time as patterns are identified.

Why Join Otomatika

• Work on realworld AI systems operating in production healthcare environments.
• Be part of a globally distributed, professional support team.
• Develop deep product and domain knowledge in AI automation and healthcare RCM.
• Grow your career toward senior support, platform, or operations roles.