Senior Technical Support Specialist - IntelliPath Pro (Remote, Latin America)

Technical Support Specialist 

NetSoft (IntelliPath Pro) · Full-Time · Remote (Latin America) 

About NetSoft 

NetSoft is a US-based SaaS company that builds IntelliPath Pro (IPPro), a Laboratory Information System (LIS) used by anatomic and dermatopathology labs across the United States. Our software runs the full lab workflow — from specimen accessioning through diagnosis, reporting, and distribution back to providers. 

The company is 25 years old, based in Atlanta, GA, with deep customer relationships and a strong product foundation. We are entering a new growth phase with active product modernization, new customer implementations, and transition of accounts from our legacy (on prem) or pro (cloud) platform. 

Role Type 

Full-Time. 2–4 years of relevant experience preferred. 

About the Role 

We are hiring a Technical Support Specialist to join our customer support team and serve as a front-line resource for our pathology lab clients. You will be the first point of contact for client issues, questions, and requests — troubleshooting application problems, walking users through workflows, and escalating complex issues to senior support and engineering when needed. 

This is a customer-facing technical role. You will spend your day in our ticketing system, on email, and phone with US-based lab clients, and in our internal team channels collaborating with support, implementation, and engineering colleagues. Strong communication skills and a customer service mindset are essential. 

What You’ll Work On 

• Front-line support for IntelliPath Pro clients (tier 1 and tier 2 tickets) 
• Troubleshooting application issues, configuration questions, and user errors 
• Investigating data issues, report generation problems, and workflow questions 
• Serving in our after-office hours call rotation to provider client support during non-business hours 
• Testing feature enchantments, bugs, and product development within our Spirit cycle  
• Maintaining and improving our internal knowledge base and client-facing documentation 

Key Responsibilities 

Ticket Management & Triage 

• Monitor and respond to incoming client tickets in ClickUp (our ticketing system) 
• Triage incoming issues by priority, urgency, complexity, and client 
• Document client issues clearly and thoroughly, including reproduction steps and screenshots 

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• Track tickets through resolution and follow up with clients to confirm fixes 
• Escalate complex or high-impact issues to senior support, implementation, or engineering teams 
• Learn and understand laboratory workflow in conjunction with our LIS to best serve each customer 

Client Communication 

• Communicate with US-based lab clients via email, phone (RingCentral), Microsoft Teams, and ClickUp 
• Respond to clients with clarity, empathy, and professionalism 
• Walk clients through application workflows, troubleshooting steps, and configuration changes 
• Manage client expectations on resolution timelines and follow-ups 
• Build trusted relationships with key client contacts over time 

Troubleshooting & Investigation 

• Investigate reported issues using application logs, and reproduction in test environments 
• Identify recurring issues and surface them to product / engineering for upstream fixes 
• Validate fixes and product changes before deploying or communicating to clients 

Documentation & Knowledge Sharing 

• Maintain and improve internal support documentation, client documentation, and SOPs 
• Create and update client-facing help articles and training materials 
• Share learnings with the support team to improve collective knowledge 
• Contribute to onboarding materials for new clients and new team members 

Required Skills 

• 2–4 years of experience in technical support, customer support, or application support roles 
• Strong English communication skills — written and verbal — with the ability to clearly communicate with US-based clients and internal teams 
• Experience supporting SaaS products, business applications, or healthcare software 
• Basic to intermediate SQL knowledge (querying databases to investigate issues) 
• Familiarity with ticketing systems (ClickUp, Zendesk, Jira Service Management, Freshdesk, or similar) 

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• Strong problem-solving and troubleshooting skills 
• Customer service mindset — patient, empathetic, and professional 
• Ability to work US Eastern Time business hours (~8:00 AM – 6:30 PM EST) 

Good to Have 

• Experience with healthcare software, LIS, EMR, or laboratory operations 
• Familiarity with HL7 interfaces, Mirth Connect, or healthcare data integrations 
• Experience reading application logs and basic debugging 
• Exposure to .NET applications or SQL Server 
• Implementation or onboarding experience with SaaS products 
• Comfort with documentation tools (Confluence, Notion, ClickUp Docs) 

Who We’re Looking For 

• An all-rounder mindset. We are a small team; every hire wears multiple hats. This role may flex into implementation support, documentation, or QA work as needed 
• Customer-obsessed. Our clients stay with us for 15+ years on average. We protect that with excellent service 
• Curious and technical. Comfortable digging into logs, running SQL queries, and learning complex clinical workflows 
• Strong communicator. US clients value clear, professional communication — in writing and on the phone 
• Long-term mindset. We hire for retention. We invest heavily in training and want partners who will grow with us 

Working Arrangement 

• Fully remote 
• Based in Latin America — we are open to candidates across the region; Colombia preferred 
• Working hours aligned to US Eastern Time business hours (~8:00 AM – 6:30 PM EST) 
• Engaged on a contractor basis (full-time) 

Reporting & Team 

You will report to our Support Lead and work closely with our Implementation team, Interface Engineer, and Director of Customer Success. You will have direct exposure to the CEO and the broader NetSoft team based in Atlanta, GA.