Carex is partnering with a healthtech startup partner to find a Support Operations Documentation Consultant for a fully remote, 6-month contract. This role is exclusively focused on improving the onboarding experience and operational documentation for a fast-paced Support team. The ideal candidate brings a strong technical foundation, sharp documentation skills, and the ability to work cross-functionally to drive support scalability and excellence. A passion for healthcare IT and customer experience, combined with a proactive, detail-oriented mindset, will be key to success in this role. CST or EST time zones are strongly preferred.
What You’ll Do
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Lead the creation and ongoing refinement of onboarding and training documentation for the Support Engineering team.
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Develop and maintain detailed Support SOPs that define internal processes and customer experience expectations.
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Collaborate closely with Product teams to produce and update comprehensive troubleshooting guides for each product offering.
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Identify high-impact support topics and write customer-facing knowledge base articles designed to reduce case volume and enhance self-service.
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Conduct workflow observations and independently surface documentation gaps or inefficiencies in the current support process.
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Draft SOPs and process materials for newly implemented support workflows to ensure clarity, scalability, and alignment with organizational goals.
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Partner cross-functionally with Engineering, Product, and Support teams to gather context and translate technical processes into actionable, scalable documentation.
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Bring structure and strategy to internal documentation systems and play a critical role in onboarding success and operational efficiency.
What You’ll Bring
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5+ years of experience in technical customer support, with at least 2 years in Healthcare IT environments.
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Proven experience in technical writing, particularly for support teams and customer-facing knowledge bases.
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Strong troubleshooting abilities, including interpreting error logs and understanding system-level interactions.
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Clear, structured communication skills with a collaborative, customer-first mindset.
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Proficiency with tools like DataDog, LaunchDarkly, and Salesforce, and familiarity with common ticketing systems.
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Experience working with or supporting healthcare platforms (e.g., Epic, Cerner, or similar).
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Demonstrated ability to work independently, propose improvements, and own documentation processes from start to finish.
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Background in systems engineering or support operations with a proven track record of process development and implementation.
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Comfortable working in Agile or Scrum environments, and cross-functionally across Engineering, Product, and Support.
Carex Consulting Group is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status.
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