Senior Technical Associate

In this role, you will be part of a collaborative team responsible for delivering exceptional technical, product usage, and account administration support to Phreesia’s clients. Support is provided across both first and second-level inquiries through a shared model that emphasizes teamwork, knowledge-sharing, and consistent client engagement. While the role involves addressing inbound client support requests and managing support cases, the focus is on working closely with peers to ensure seamless issue resolution and a high standard of client service.

As a Senior Technical Associate, you will collaborate with team members across functions to troubleshoot and resolve technical issues, implement configuration changes, and assist with product navigation. You will also play a key role in identifying and escalating complex issues to ensure timely resolution. Your experience and insight will help drive continuous improvement across the support team, and you will actively mentor and support the growth of newer team members by sharing your knowledge and best practices.

We're looking for someone who thrives in a team-based environment, brings strong problem-solving skills, is detail-oriented, and has experience working cross-functionally with both internal stakeholders and external clients. This position offers a solid foundation for career development within our technical support track, with ample opportunities to contribute, grow, and lead within a supportive, collaborative ecosystem.

What You'll Do:

• Collaboratively manage and drive case investigations toward resolution, leveraging team knowledge and support as needed to ensure quality outcomes.
• Contribute to the development of peers—supporting both new and current Technical Associates by mentoring, sharing insights on processes and client needs, and helping them confidently meet client expectations.
• Offer guidance and collaborate with teammates on complex cases—coaching through workflows, outlining clear next steps, and ensuring they feel supported and empowered.
• Actively share knowledge, documentation, and best practices across teams and departments within Phreesia to promote a cohesive and informed support culture.
• Take initiative in resolving complex technical cases with a strong focus on client satisfaction, while engaging team members for input and validation where appropriate.
• Foster strong client relationships by embracing a team-oriented, client-focused mindset—advocating for client needs and collaborating on solutions that exceed expectations.
• Maintain a strong understanding of Phreesia’s products / integrations and support peers in deepening their understanding of these systems.
• Work jointly with teammates and cross-functional partners to identify and recommend business workflows that align with best practices.
• Apply solutions shared by senior agents while contributing your own perspective and seeking clarification as needed to support client success.
• Collaborate with others to suggest thoughtful enhancements to Phreesia’s products and services, drawing from shared experiences and case insights.
• Support high-priority issue resolution through seamless collaboration, even if it requires coordination beyond standard business hours.
• Participate in a shared after-hours escalation rotation, serving as a point of contact and receiving an additional paid bonus for this responsibility.

What You'll Bring:

• Bachelor's degree required, ideally in Computer Science, Engineering, or a related technical field
• A minimum of 3 years of related experience is required. Phreesia experience and/or performance may offset some of the experience requirement.
• 1+ year experience in a technical or client support role
• Superior communication and interpersonal skills
• Comfortable working in a Windows environment
• Willingness to learn message transformation & exchange between disparate systems
• Ability to prioritize multiple demands in a fast-paced and dynamic environment
• Have exposure to wireless and web applications, are familiar with network troubleshooting, including firewalls and routing, are familiar with and skilled in SQL, XML, CSV, HL7, JavaScript, HTML, and API calls, and have experience using a CRM