Integration Support Analyst

Job Description

Job Description

At Clerri, we're a team of builders, believers, and bold thinkers driven by one mission: to remove the barriers between patients and providers through memberships that improve access to care and help practices thrive. Simply put, we bring care closer. Backed by a smart platform and a thoughtful team, we deliver the most trusted solution in the market.

As an Integration Support Analyst, you will serve as the final escalation point for complex technical and integration-related inquiries across all inbound support channels. You'll act as a subject matter expert for Clerri's integration-powered products, working closely with Product, Engineering, QA, and Implementation teams to diagnose, recreate, and resolve issues that impact platform interoperability.

You'll collaborate with third-party partners, participate in pilot programs, and contribute to the successful integration of Clerri's solutions into local office systems. The ideal candidate has 3+ years of customer support experience, strong technical and data fluency, and a passion for problem-solving, innovation, and cross-functional collaboration.

This non-exempt role pays $35.05 per hour and offers total potential earnings of up to approximately $72,904 annually, along with participation in our company equity program. This role reports directly to the Director of Customer Support.

The Day-to-Day

You will serve as the technical backbone of our customer support organization, diagnosing, recreating, and resolving complex integration and product issues that extend beyond standard troubleshooting. You'll partner closely with Product, Engineering, QA, Implementation, and third-party vendors to ensure a seamless experience for both members and providers. This includes (but is not limited to):

• Act as the final point of escalation for complex or integration-related support cases, ensuring accurate, timely, and data-driven resolutions.
• Adhere to Tier 3 SLAs and maintain exceptional CSAT performance through clear communication and technical precision.
• Troubleshoot and replicate issues across multiple systems, including APIs, integrations, and third-party platforms.
• Collaborate directly with Product, Engineering, and QA to document, prioritize, and validate bugs, enhancement requests, and pilot findings.
• Support implementation teams during onboarding and migrations, ensuring integration success and technical readiness.
• Partner with external vendors and third-party platforms to manage interoperability and resolve external system conflicts.
• Analyze data and trend patterns to proactively identify recurring issues or potential product improvements.
• Document root causes, solutions, and best practices within internal knowledge bases and integration guides.
• Serve as a technical mentor and trusted resource to Tier 1 and Tier 2 specialists, guiding troubleshooting and escalation processes.
• Ensure compliance with all company, data privacy, and regulatory standards tied to advanced system access and integration handling.

To Be Successful

Do these things sound like you? Yes? Great, you're already on the path to success at Clerri.

• Starting with the obvious: you are PASSIONATE! (Seriously, you must LOVE what you do!)
• 3+ years of experience in customer support or technical operations, ideally within SaaS, healthcare technology, or system integration environments.
• Deep product and technical fluency, confident working with APIs, data exchanges, and integrated systems.
• Advanced troubleshooting skills with the ability to replicate, diagnose, and communicate complex issues clearly to both customers and engineering teams.
• Process-oriented, analytical, and driven to improve systems, documentation, and cross-functional workflows.
  Highly organized and dependable , trusted to manage sensitive integrations and high-impact escalations with precision.
• Strong communicator who can translate technical findings into clear, actionable insights for non-technical audiences.
• Naturally collaborative, serving as both an escalation point and a Subject Matter Expert (SME) to peers and internal teams.
• Comfortable operating independently, using sound judgment to balance speed, accuracy, and customer advocacy.
• Committed to maintaining and exceeding SLA, CSAT, and KPI standards across all cases and projects.
• Familiarity with ticketing and CRM tools (e.g., JIRA, Salesforce, or similar platforms), as well as phone or communication systems.
• You are legally authorized to work permanently in the US without employer sponsorship
• Degrees are welcome, not required. If you're curious, capable, and eager to learn, we'd love to hear from you.

To Thrive

We're a forward-thinking, passionate, and values-driven team that leads with empathy - and if the following things sound like you, you won't just settle in. You'll thrive with us.

• You're a self-starter with the ability to "figure it out" but not afraid to ask questions.
• You're energized by ambitious goals and love pushing the boundaries of what's possible.
• You consistently meet or exceed SLAs and KPIs while keeping empathy and professionalism at the heart of every interaction.
• You take initiative beyond individual tickets, mentoring peers, refining documentation, and spotting opportunities for smarter workflows.
• You enjoy diving deep into APIs, data flows, and integrations while partnering with Product and Engineering to turn complex problems into elegant solutions.
• You take ownership of critical escalations and pilot programs, using your technical insight and curiosity to improve product stability, strengthen customer trust, and elevate the entire support organization.
• You embrace change, test new ideas, and learn quickly from outcomes, progressing over perfection every time.
• You like to test, tweak, and try again. At Clerri we're all about failing fast and learning faster.
• You believe in delivering real value, not just checking boxes.
• You are no stranger to playing hard and working harder while treating others with respect and dignity.

Our Advantage

If you're asking yourself "what are the perks of working with us?" Don't worry. We've got you covered.

• We've been named to the Inc. 5000 list three years in a row - we're growing fast and just getting started
• You'll get some skin in the game with employee equity.
• Innovation is in our DNA - we're building solutions that matter today and shape the future for providers and patients.
• We stand behind and celebrate our core values.
• We're not just building a product. We're transforming how care is accessed and sustained, starting with dental.
• We put our customers at the center of everything we do—every process, product, and decision is driven by what best serves them.
• Honest, two-way communication is how we operate. Every voice matters, and great ideas can come from anywhere.
• We celebrate individuality and diversity - when you bring your authentic self to work, we all do better.
• You'll experience a culture filled with opportunities to connect in-person and virtually.
• And we've got you covered in all the most important benefits: health, 401k match, wellness, disability, employee discounts, flexible PTO and compassionate leave, and more!

Our Commitment to You

Be yourself. Always.
We want you to apply even if you do not meet every requirement. We are committed to building an inclusive, varied culture that welcomes, promotes, supports, and celebrates the diverse backgrounds of our employees. It is what drives innovation, ignites creativity, and ultimately gives us a competitive advantage.

We want you to be you, because how boring would life be if we were all the same?

About Us

Clerri is the leading Care Membership Platform for dental practices, helping them grow by filling schedules with loyal, cash-paying patients.

Our smart, compliant, and automated platform empowers practices to reduce their reliance on insurance, build recurring revenue, and improve access to care for all. Trusted by 20,000+ dentists nationwide, Clerri brings patients closer and helps practices thrive.