Support Integrations Analyst

Summary

Join CRIO, a health tech company, as an Integrations Support Analyst. You will provide support for third-party and internal integrations, troubleshoot issues, and ensure seamless connectivity between our SaaS platform and external systems. Collaborate with customers, product teams, and engineering to resolve challenges and enhance user experience. This role requires 2-3 years of experience in SaaS integrations, APIs, or technical support, strong understanding of RESTful APIs, JSON, and excellent problem-solving and communication skills. We offer a competitive salary, benefits including health, dental, vision, life insurance, 401k matching, unlimited PTO, and professional development opportunities. Work from anywhere.

Requirements

• At least 2-3 years Experience in SaaS integrations, APIs, or technical support roles
• Strong understanding of RESTful APIs, JSON, webhooks, and authentication protocols (OAuth, API Keys, etc.)
• Hands-on experience with an API testing solution, like Postman
• Ability to read and debug API logs and data payloads
• Excellent problem-solving and communication skills to translate technical issues for non-technical users
• Ability to maintain composure and react professionally during periods of stress
• Effective verbal, written, and interpersonal skills - can effectively and respectfully actively listen and communicate within every level of the organization
• Experience communicating with clients, managing expectations and working towards consensus
• Experience with project management and Agile work capture/planning tools (Jira etc.)

Responsibilities

• Assist customers and internal teams with API and third-party integration issues
• Diagnose and resolve connectivity, authentication, and data transfer problems
• Work with engineering teams to escalate and resolve complex technical issues
• Act as a technical liaison between customers, partners, and internal teams for integration-related inquiries
• Provide guidance and best practices for API usage and data integrations
• Document and communicate known issues, solutions, and workarounds
• Track integration performance and proactively identify potential issues
• Ensure APIs and integrations maintain high availability and reliability
• Recommend process improvements to optimize integration workflows
• Maintain and update internal knowledge bases and FAQs related to integrations
• Contribute to customer-facing documentation to improve self-service support
• Conduct training on common integration configuration, workflows, challenges and resolutions

Preferred Qualifications

• Experience understanding clinical data, clinical data workflow and guiding transformations and integrations
• Understanding of eClinical vendor systems and workflows
• Experience with 21 CFR Part 11, HIPAA, CDISC ODM, HL7 FHIR or GDPR conformance

Benefits

• Work from anywhere
• Lunch on us - During Training Days
• Unlimited PTO
• 401k company match
• Healthcare
• Dental
• Vision
• Life insurance
• Professional development