We pride ourselves on being industry leaders with the most innovative and creative team members who continuously exceed our customers expectations.
At Traumasoft, we’re building the single-source software platform trusted by EMS professionals—so crews can focus on patient care while everything else just works. We’re a product-led, mission-driven team that values ownership, curiosity, and practical problem solving.
Even when we’re not actively hiring, we’re always interested in connecting with people who care about reliability at scale, thoughtful design, and making complex operations simple. If you’re excited by modern cloud tech, data-driven decisions, and work that supports first responders on the front lines, we’d love to hear from you.
Check back here for future openings and connect with us on LinkedIn to stay in the loop.
CURRENT OPENINGS
Software Support Specialist – Tier 2
- Location: Remote
- Job Type: Full-time
Position Overview
We are seeking a highly skilled Software Support Specialist – Tier 2 to join our support team. In this role, you will handle complex technical issues, perform in-depth troubleshooting, and serve as an escalation point for Tier 1 support. You will work closely with customers, internal teams, and product engineers to diagnose issues, provide solutions, and enhance our support knowledge base. Additionally, you will play a critical role in mentoring Tier 1 specialists to improve overall team expertise.
Responsibilities
- Serve as the primary escalation point for Tier support, handling advanced troubleshooting and technical inquiries.
- Diagnose and resolve complex software issues, including API integrations, system performance problems, and data inconsistencies.
- Investigate and analyze logs, database queries, and system configurations to identify root causes.
- Collaborate with development, QA, and infrastructure teams to escalate unresolved software defects.
- Create and update knowledge base articles, troubleshooting guides, and internal documentation.
- Mentor and provide training to Tier 1 support specialists to improve technical proficiency.
- Assist in the development of support best practices and process improvements.
- Participate in customer calls and screen-sharing sessions to diagnose and resolve critical issues.
- Support system configuration, user setup, and troubleshooting for complex client environments.
- Monitor support queues to ensure timely responses and resolutions for escalated cases.
- Contribute to software testing by identifying potential bugs and providing detailed feedback to the development team.
- Occasionally provide on-call support for after-hours emergency escalations.
Requirements
- 3+ years of experience in software support, technical support, or a related role.
- Strong problem-solving and analytical skills with the ability to troubleshoot complex technical issues.
- Experience with SQL databases, query execution, and data analysis.
- Proficiency in reading software logs and debugging issues using system tools.
- Strong understanding of API integrations, authentication mechanisms, and web-based software applications.
- Ability to guide and mentor Tier 1 support team members to enhance their troubleshooting skills.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Experience with Zendesk or similar support ticketing systems.
- Comfortable working in a fast-paced environment and adapting to changing priorities.
- Strong attention to detail and ability to manage multiple tasks effectively.
- Knowledge of the EMS industry or healthcare software is a plus.
- Familiarity with scripting, automation, or basic programming (Python, JavaScript, or similar) is a plus.
If you are passionate about technology, problem-solving, and helping others, we encourage you to apply for this exciting opportunity at Traumasoft!
Billing
Billing designed to drive your business forward with the tools you need to automate claims, manage cash flow and streamline your revenue management.
Asset Management
Keeping track of the assets at your EMS station is key to running a successful operation. Our software enables you to manage the entire lifecycle of your assets.
Reporting
With Traumasoft, all of your systems are managed in one solution and one dataset. This enables users to pull data from all areas of their operations seamlessly and easily.
Fleet Operations
No fleet, no business – it’s that simple. Traumasoft’s Fleet Operations plans and tracks fleet inventory, preventive maintenance, repairs, fuel, parts, and more.
People Operations
From online application processing and automated onboarding to an electronic employee file cabinet, employee reviews and automated notifications, Traumasoft’s Employee Portal tools make it easy to care for your workforce.
Virtual Classroom
Virtual Classroom is a powerful education solution enabling employers to administer tests, exams and other educational/compliance programs to employees over any internet-enabled device.
Crew Scheduler
Billing designed to drive your business forward with the tools you need to automate claims, manage cash flow and streamline your revenue management.
Training
We give you the very best in training and support to see your business gets every benefit from using Traumasoft. Our team is available to you in a number of ways providing a range of functions.
Patient Records (ePCR)
Electronically collect billing and medical necessity information, digital signatures and more on any internet connect device.
Dispatch (CAD)
A state-of-the-art grid-view EMS Computer-Aided Dispatch (CAD) system that improves resource utilization and on-time performance.
RealTime Routes
Smart, automated and flexible non-emergency medical transport (NEMT) scheduling with the ability to programmatically and dynamically route trips – maximizing capacity and minimizing disruption.
GPS
Our GPS tool was built for EMS from the ground up with vehicle monitoring, navigation and communication it differentiates our solution from anything on the market.
Trip Scheduling
Technology is reshaping how the medical community shares information. Traumasoft is on the cutting edge of this movement and has developed the tools to give customers a competitive advantage.