EMR/RCM Support Advisor

Sunwave Health is a leading Behavioral Health SaaS company, and we’re looking for someone who knows how to think — not just follow a script. If you’ve supported, solutioned, and troubleshot issues for SaaS customers, you might be a great fit. Experience in EMR (Electronic Medical Records) or RCM (Revenue Cycle Management) is a plus, but not required.

You’ll join a strong, remote-first support team that values problem solving, not ticket closing. We offer unlimited PTO, a collaborative work environment, mostly normal business hours, and occasional holiday/weekend on-call (with fair rotation and recoups).

We believe support isn’t a dead-end — it’s a launchpad. Whether you grow into a senior support role, pivot into product or account management, or help build a future customer success function, we’ll support your career goals as Sunwave scales.

  • Work directly with customers to understand what they need — and help them get there.

  • Troubleshoot issues across our platform — technical, functional, or workflow-related — and get to the real cause.

  • Own tickets from start to finish: investigate, resolve, and document clearly.

  • When something isn’t possible, explain why, offer the best alternative, and share clear, actionable feedback with Product Management.

  • Collaborate with Product and Engineering to make sure the customer’s voice is heard and understood.
  • 3+ years supporting SaaS software in a support, success, or product-related role.

  • Strong technical aptitude — comfortable with APIs, browser dev tools, logs, and navigating modern platforms.

  • Confident working with structured data — spreadsheets, formulas, reports, exports.

  • Familiar with both Google Workspace and Microsoft Office.

  • Good grasp of mobile (iOS/Android) and desktop (Windows/macOS) platforms.

  • Bonus: Experience with behavioral health, EMR/RCM systems, or healthcare/medical billing workflows.

 

  • You take initiative — you don’t wait for tasks to be assigned.

  • You ask smart questions, dig into root causes, and don’t settle for surface fixes.

  • You understand how SaaS platforms work and can explain what’s going on in plain English.

  • You write clearly, speak directly, and sound like a real person — not a script.

  • You’re organized, dependable, and thrive in a fast-moving, remote environment.

  • You want customers to feel confident and capable — not just get their issue “resolved.”
Apply Now

Notice on Recruitment Fraud

Sunwave and Lightning Step have been made aware of fraudulent recruitment activity where individuals and organizations have falsely claimed to recruit on our behalf.

Recruitment fraud is a sophisticated fraud involving the offer of fictitious job opportunities. This kind of fraud is normally done through unsolicited emails, online recruitment services (sometimes even legitimate platforms such as LinkedIn), bogus websites and even text messages claiming to be from Sunwave or Lightning Step. 

We recommend that you do not respond to unsolicited offers of employment from people claiming to work for, or be affiliated with, Sunwave or Lightning Step. 

How you might recognize recruitment fraud?

  • Our organizations will not request personal information before you have first applied on our career site.  
  • We will never send an unsolicited Microsoft Teams meeting link via email and ask you to join an interview without a prior application on file.
  • Any email from a representative of our company will be from an @sunwavehealth.com or @lightningstep.com email address. 

Why Join Sunwave

At Sunwave, we win as a team. We stay curious and have fun innovating for a greater cause. If you love being a part of a team that delivers high quality technology at a rapid rate, you’ve found your place at Sunwave.

Company Benefits

  • Paid Time Off
  • Medical Insurance
  • Vision & Dental Plan
  • Business Casual Environment
  • Flexible Locations
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