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Support Operations Documentation Consultant

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Carex Consulting Group

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Location:
United States , Madison

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

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Job Description:

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.

Job Responsibility:

  • Lead the creation and ongoing refinement of onboarding and training documentation for the Support Engineering team
  • Develop and maintain detailed Support SOPs that define internal processes and customer experience expectations
  • Collaborate closely with Product teams to produce and update comprehensive troubleshooting guides for each product offering
  • Identify high-impact support topics and write customer-facing knowledge base articles designed to reduce case volume and enhance self-service
  • Conduct workflow observations and independently surface documentation gaps or inefficiencies in the current support process
  • Draft SOPs and process materials for newly implemented support workflows to ensure clarity, scalability, and alignment with organizational goals
  • Partner cross-functionally with Engineering, Product, and Support teams to gather context and translate technical processes into actionable, scalable documentation
  • Bring structure and strategy to internal documentation systems and play a critical role in onboarding success and operational efficiency

Requirements:

  • 5+ years of experience in technical customer support, with at least 2 years in Healthcare IT environments
  • Proven experience in technical writing, particularly for support teams and customer-facing knowledge bases
  • Strong troubleshooting abilities, including interpreting error logs and understanding system-level interactions
  • Clear, structured communication skills with a collaborative, customer-first mindset
  • Proficiency with tools like DataDog, LaunchDarkly, and Salesforce, and familiarity with common ticketing systems
  • Experience working with or supporting healthcare platforms (e.g., Epic, Cerner, or similar)
  • Demonstrated ability to work independently, propose improvements, and own documentation processes from start to finish
  • Background in systems engineering or support operations with a proven track record of process development and implementation
  • Comfortable working in Agile or Scrum environments, and cross-functionally across Engineering, Product, and Support

Additional Information:

Job Posted:
January 18, 2026

Work Type:
Remote work
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