Technical Support Specialist

Role overview

A telehealth-focused organization is hiring a Technical Support Specialist to serve as an escalation point within its customer support organization. The role is customer-facing and centers on resolving complex technical issues across web and mobile health products that lower-tier support teams could not close. The specialist partners with engineering, hosting, and customer success groups to maintain high service quality for enterprise healthcare clients and end users.

Responsibilities

- Triage and resolve escalated technical support cases originating from initial response queues, documenting each interaction thoroughly in a case management and ticketing system. - Coordinate with backend engineering, infrastructure, and customer success teams to gather data, reproduce issues, and drive software or hardware problems toward resolution. - Reproduce recurring defects, identify patterns, and escalate to development teams or external vendors while tracking performance trends over time. - Communicate with customers and internal stakeholders through phone, email, and chat, tailoring urgency and tone to the severity of each situation. - Contribute to knowledge base articles, training material, and incident management playbooks that improve support efficiency and service quality. - Participate in rotational on-call coverage for time-sensitive issues and stay current on product releases, configuration changes, and updated procedures.

Requirements

- 0–2 years of technical support experience in customer-facing software and application support across web and mobile, using phone, email, and chat channels. - Hands-on experience with Windows, Windows 10, macOS, iOS, and Android operating systems. - Proficiency with Microsoft Office 365 and common desktop conferencing tools such as Microsoft Teams and Zoom. - Working knowledge of at least one general-purpose programming language (for example, Java or Python). - Solid grasp of application troubleshooting and root cause analysis, including structured problem-solving approaches. - Strong written and verbal communication skills, the ability to work independently in a fast-paced setting, and demonstrated capability to learn complex systems quickly.

Nice to have

- Familiarity with troubleshooting tools and protocols such as WebRTC, AWS CloudWatch, Elasticsearch/Kibana, Rhapsody, or FHIR. - Experience with the Atlassian suite (Jira, Confluence) and Salesforce. - Bachelor's degree in a technical discipline, or relevant certifications such as A+, ITIL, or GCP.

Benefits and work setup

- Flexible personal time off, 401(k) with company match, and competitive medical, dental, and vision coverage. - Paid parental leave, employee stock purchase program, and tuition assistance. - Free access to the organization's own telehealth services, a second-opinion program, and a meditation app subscription. - Pet insurance, mental health days, and a virtual-first work environment with Summer Fridays and work-life flexibility. - Salaried, exempt position with an annual base salary range of $52,200 to $63,800, plus potential eligibility for an annual bonus and other variable compensation based on company and individual performance.