Senior Technical Support Representative (PST)

Role overview

Help customers resolve product questions and technical issues through responsive, human-led support for a healthcare software platform. The role is primarily email-based, with occasional phone conversations, and includes investigating potential bugs, guiding users through setup, and bringing customer feedback to product and support teams.

Responsibilities - Manage customer support requests in a queue and provide clear, timely responses, mainly by email. - Troubleshoot product behavior and technical issues, including reviewing customer data and logs where appropriate. - Help customers get started with the product and work through configuration or usage questions. - Record feature requests and share customer feedback with relevant teams. - Use phone support when it will help address a customer’s needs. - Follow security and privacy expectations for a healthcare software environment.

Requirements - 5–8 years in a customer-facing role at a software-as-a-service company, with confidence handling support queues. - Excellent written communication and the ability to explain technical topics in straightforward language. - Broad technical support knowledge covering areas such as single sign-on, billing, browsers and developer tools, mobile operating systems, email delivery, DNS, and log files. - Fluent English communication skills. - U.S. work authorization.

Nice to have

Experience in healthcare technology and an ongoing interest in customer-facing support work.

Benefits and work setup

Full-time remote role, Monday–Friday, 10 a.m.–6 p.m. Pacific Time. The listed salary range is $93,000–$102,500. Holiday coverage is shared across the team, with a few shifts expected during the year and equivalent time off provided for hours worked.