Product Support Specialist
Role Details
- Employment Type: Full time
- Work Arrangement: Fully remote
- Location: Open to candidates anywhere in the United States (working hours set to business hours, US Central Time Zone; optional co-working offices in New York and San Francisco)
Overview
The hiring organization provides a platform supporting hospice, palliative, and care-at-home teams nationwide. In this role, the Product Support Specialist acts as the primary contact when customers need assistance, helping clinicians, care teams, and health system administrators resolve technical issues while channeling user insights back to engineering and product teams.
Key Responsibilities
- Support clinicians, care teams, and health system administrators after go-live alongside implementation managers, addressing account setup, permissions, SSO, and general operational questions.
- Investigate and resolve inbound support inquiries across email, in-app chat, phone, shared Slack channels, and support ticketing platforms, tailoring technical explanations to diverse audiences ranging from shift nurses to IT leads.
- Troubleshoot technical issues using APIs, SQL queries, and application logs, reproducing bugs across varied browsers, devices, and client environments.
- Collaborate with engineering teams to document, prioritize, and verify bug fixes, producing detailed and actionable tickets.
- Handle protected health information (PHI) with strict adherence to HIPAA guidelines and internal security protocols.
- Identify and communicate trends from customer feedback to inform product development decisions.
- Create and maintain internal runbooks and external help center documentation.
- Lead targeted operational projects to enhance the support experience and knowledge-sharing practices.
Qualifications
- 2+ years in customer or technical support for a B2B software product, ideally SaaS
- Excellent written and verbal communication, with the ability to explain technical issues plainly to clinical and non-technical users
- Hands-on experience with APIs and writing SQL queries to investigate issues
- Ability to identify the root cause of an issue from logs, data, and API responses, not just the symptom
- Experience working directly with customers to reproduce issues, then writing clear, complete tickets engineering can act on without a follow-up
- Experience handling sensitive data under HIPAA or a similar framework (SOC 2, GDPR), and good judgment about when to escalate
- Calm, organized, and thorough under pressure; you know a clinician's problem often can't wait
- Curiosity about healthcare and how clinical teams work
Nice to Have
- Experience supporting health system customers, or working in or alongside clinical settings
- Familiarity with EHR systems, HL7/FHIR, or SSO/SAML setups
- Experience with Pylon or similar B2B support tools
Note: This is not a software engineering role, though the specialist works closely with engineers on a daily basis.
Compensation and Benefits
- Competitive salary and equity
- Health, dental, and vision insurance
- Remote work stipend
- Paid time off
- Team events and off-sites
Equal Opportunity
The organization is an equal opportunity employer and does not discriminate based on race, color, religion, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.