Technical Support Specialist

Role overview A front-line technical support position serving as the first point of contact for providers and clients of a digital mental health platform. The role is anchored to GMT operational hours (9AM–5PM) and focuses on triaging inbound requests, troubleshooting platform and hardware issues, and routing complex cases to the appropriate internal teams.

Responsibilities - Own the inbound ticket queue, triaging and responding to support requests in line with internal SLAs during GMT operational hours. - Serve as front-line support for providers and clients, answering programmatic questions where possible. - Manage and maintain technical FAQ articles. - Troubleshoot specific software and hardware issues, including remote diagnostics. - Identify when to escalate more complex questions or issues to internal teams such as Engineering, Clinical Operations, or Provider Operations. - Train new providers on how to use the platform.

Requirements - Strong technical support background supporting users, applications, and multiple systems. - Excellent communication skills, with the ability to tailor messaging for varied stakeholders including Engineering, Providers, and Clinical Operations. - Ticketing system expertise (e.g., Zendesk, ServiceNow). - Demonstrated ability to manage ticket queues, requester communications, and ticket response SLAs. - Ability to learn a platform's overall architecture and expected functions. - Skilled at troubleshooting issues remotely across hardware and platform surfaces. - Able to distinguish user-level experience issues from underlying platform bugs. - Familiarity with Jira/Atlassian (or equivalent) for reporting issues and monitoring releases.

Nice to have - Bachelor's or Associate's degree. - Healthcare technology experience, or technical/product support in SaaS environments. - Basic understanding of SQL Server (queries, tables). - Salesforce experience. - Chromebook support knowledge. - Sentry and Mixpanel experience.