Product Support Specialist

The posting, as Rightway wrote it

ABOUT THE ROLE

We are seeking Product Support Specialists to join a newly established Technical Operations team at Rightway. These individuals will own the full lifecycle of client-facing technical work — from pre-launch configuration and file setup through post-launch monitoring and issue resolution. The team sits within the Product organization and serves as the primary technical interface between Rightway's internal systems and the clients, health plans, and vendors that connect to them.

WHAT YOU’LL DO

Technical Implementation

• Configure Single Sign-On (SSO) integrations for client employer portals — both inbound (employer IdP → Rightway) and outbound (Rightway → third-party vendors) — following established specifications and validating against test cases before go-live.
• Execute and validate file transformations across eligibility, accumulator, claims, and related file types, working within the Client Implementation Hub (CIH) and escalating to Data Engineering when files fall outside standard formats or tooling coverage.
• Set up and configure custom provider networks in Rightway's internal systems (including H1 and ClearCost), ensuring accuracy against client-specific specifications.
• Configure client engagement and wellness programs in third-party platforms (including Iterable), including population targeting, message setup, and QA before activation.
• Maintain accurate implementation records, configuration logs, and handoff documentation for each client engagement.

Operational Support

• Serve as the primary point of escalation for registration and eligibility issues, investigating root causes, applying standard resolutions, and coordinating with Data Engineering or Engineering when issues require deeper intervention.
• Monitor file ingestion pipelines and audit file processing results for completeness and accuracy; triage and resolve discrepancies proactively before they surface as member-facing problems.
• Manage provider search and drug search accuracy issues — identifying data quality problems, triaging with the relevant internal team, and tracking to resolution.

Process & Documentation

• Build and maintain standard operating procedures (SOPs) for each implementation and support workflow owned by the Technical Operations team.
• Identify recurring issue patterns and work with the team lead and Product to drive upstream fixes — either in tooling, configuration defaults, or client-facing documentation.
• Create and maintain internal knowledge bases, escalation guides, and QA checklists to support onboarding of future team members and ensure consistency across specialists.

Cross-Functional Collaboration

• Coordinate with Data Engineering on file type ownership, transformation rules, and escalation boundaries as the CIH tooling matures.
• Partner with Client Success and the Implementation team to align on client timelines, flag configuration blockers early, and ensure handoffs are complete before go-live dat

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rities, we are present for each other, and we strive for mutual understanding.

• We redefine what is possible

We always look beyond the obstacles in front of us to imagine new solutions. We approach our work with inspiration from other industries, other leaders, and other challenges. We use ingenuity and resourcefulness when faced with tough problems.

• We debate then commit

We believe that a spirit of open discourse is part of a healthy culture. We understand and appreciate different perspectives and we challenge our assumptions. When working toward a decision or a new solution, we actively listen to one another, approach it with a “yes, and” mentality, and assume positive intent. Once a decision is made, we align and champion it as one team.

• We cultivate grit

Changing healthcare doesn’t happen overnight. We reflect and learn from challenges and approach the future with a determination to strive for better. In the face of daunting situations, we value persistence. We embrace failure as a stepping stone to future success. On this journey, we seek to act with guts, resilience, initiative, and tenacity.

• We seek to delight

Healthcare is complicated and personal. We work tirelessly to meet the goals of our clients while also delivering the best experience to our members. We recognize that no matter the role or team, we each play a crucial part in our members’ care and take that responsibility seriously. When faced with an obstacle, we are kind, respectful, and solution-oriented in our approach. We hold ourselves accountable to our clients and our members’ success.

Rightway is proud to be an Equal Opportunity Employer that believes in the strength of diverse thought, beliefs, backgrounds, and education. We foster an inclusive culture where differences are celebrated to drive the best business decisions possible. We do not discriminate on any basis protected by applicable law. All employment decisions are based on merit, qualifications, need, and performance.