Remote job
Platform Technical Support Specialist
Job details
About this role
Role overview
A front-line technical support role on a platform team serving a large-scale mental health care product. The specialist owns the support queue, troubleshoots platform and device issues for providers and clients, and helps new users get up and running on the system during West Coast operational hours.
Responsibilities
- Triage and respond to inbound support requests against ticket SLAs during West Coast operational hours (9 AM–5 PM PST). - Serve as the first point of contact for providers and clients on technical and platform-related questions. - Manage and maintain technical FAQ articles and self-service documentation. - Answer specific programmatic and configuration questions where possible. - Troubleshoot software and hardware issues remotely, including Chromebook support. - Escalate complex issues to the appropriate internal teams using issue-tracking tools. - Train new providers on platform features and workflows.
Requirements
- Strong background in technical support across users, applications, and multiple systems. - Excellent communication skills, with the ability to tailor messaging to diverse stakeholders such as Engineering, Providers, and Clinical Operations. - Ticketing system expertise (e.g., Zendesk, ServiceNow), including managing queues, requester communication, and SLA tracking. - Experience with Jira or an equivalent issue-tracking platform for reporting and monitoring releases. - Basic understanding of SQL Server, including queries and tables. - Hands-on experience with Salesforce, Sentry, and Mixpanel. - Ability to distinguish between user-experience issues and true platform bugs.
Benefits and work setup
- Anticipated annual base salary range of $68,000 to $93,500. - Equity in the company through discretionary restricted stock units. - Paid time off, sick days, and company holidays. - Paid parental leave. - 401(k) plan with up to 3% matching. - Monthly tech allowance. - Wellness perks, community events, and ongoing recognition programs. - Candidates located in Pacific Time are preferred to align with provider and client hours.