About the role:

Founded in 1995, Vastian is the leading provider of healthcare and laboratory quality, compliance and accreditation solutions, powering laboratories and hospitals to achieve better clarity and show their higher standards. Our single, configurable integrated platform delivers a standardized, centralized solution that automates quality and compliance tasks and is fully customizable. With Vastian, health systems and labs can get ahead of compliance and quality processes, saving time that can be spent on delivering better care. Vastian is a private equity backed, fast-growing SaaS business based in Lawrenceville, GA, outside Atlanta.

Click here to learn more about Vastian and our suite of solutions.

We are seeking a highly technical Senior Technical Product Support Engineer to own and manage the Product & Development case queue within Salesforce.

This role serves as the technical bridge between Client Success and Engineering. You will triage complex client-reported issues, investigate root causes, determine appropriate resolution paths, and execute small technical fixes when appropriate. For larger issues, you will define and document technical requirements and create actionable DevOps work items for the development team.

This is not a basic support role - it requires strong debugging skills, architectural understanding, and the ability to navigate code, logs, databases, and cloud infrastructure.

In addition to a competitive base salary and performance bonus program, Vastian offers a comprehensive and very pro-employee benefits package which includes the following:

Medical, dental and vision insurance
Short- and long-term disability coverage
Life insurance and AD&D
Supplemental life insurance
401(k) savings plan
Paid time off

Responsibilities and Duties:

Case Triage & Investigation

• Review and triage Product & Development cases in Salesforce.
• Determine whether an issue requires a technical fix or should be routed to another team.
• Clearly document findings and recommended next steps.
• Provide both technical and non-technical explanations for internal teams.
• Help define patterns across recurring client issues and surface systemic insights to Product Management.

Technical Debugging & Root Cause Analysis

• Investigate issues using:
  Application logs
  Azure monitoring tools
  SQL queries
  Source code review

• Reproduce defects and isolate root causes.
• Analyze performance, database, and infrastructure-related issues.

Direct Technical Fixes

• Implement small, safe fixes when appropriate, such as:
  Targeted SQL updates
  Minor code adjustments
  Configuration corrections

• Ensure proper validation and documentation of changes.

DevOps & Engineering Collaboration

• Create detailed, technically sound DevOps work items for larger issues.
• Provide architectural context and reproduction steps.
• Collaborate with developers on prioritization and solution validation.
• Assist in reviewing fixes before deployment when needed.

Internal Communication

• Translate technical findings into client-ready explanations.
• Support Client Success with clear summaries and impact statements.
• Maintain thorough documentation of investigations and resolutions.

Skills & Experience:

Required:

5+ years of experience in software development or senior application support.
Strong C# and .NET experience (Framework and/or Core).
Solid SQL Server experience (query writing, debugging data issues, understanding indexing/performance).
Experience debugging production applications.
Ability to read and understand existing codebases.
Experience working in Azure environments.
Strong analytical and problem-solving skills.
Excellent written communication skills (technical and non-technical).

Nice to Have:

Experience in SaaS or regulated industries (healthcare, laboratory, compliance-driven environments).
Experience with DevOps workflows and backlog management.
Familiarity with Salesforce case processes.
Experience with Azure monitoring tools (Application Insights, logs, diagnostics).
Understanding of performance tuning and cloud scalability concepts.

What Success Looks Like:
Clear, accurate triage decisions.
Fast resolution of smaller technical issues without full sprint involvement.
Well-written DevOps tasks that require minimal clarification.
Improved case resolution time and reduced escalations.
Strong internal trust between Client Success and Engineering.

Vastian is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, national origin, pregnancy status, sex, age, marital status, disability, sexual orientation, gender identity or any other characteristics protected by law.