Technical Support Representative

Role overview A front-line technical support role for a clinical decision-support product used heavily by clinicians and healthcare institutions. The position owns the full ticket lifecycle end to end and plays a foundational part in shaping the support function as the organization scales, partnering with engineering on escalations.

Responsibilities - Serve as the first point of contact for incoming support requests across the product line, responding promptly and professionally to end users - Triage, prioritize, and resolve end-user questions and light technical support issues independently, without requiring development, integration, or configuration work - Own the full ticket lifecycle: intake, documentation, prioritization, follow-up, and resolution - Escalate issues to the engineering team when appropriate, providing clear reproduction steps, context, and supporting detail - Follow up consistently on open and escalated tickets to ensure timely resolution and close the loop with the user - Identify recurring issues, trends, and friction points and proactively surface them to product and engineering - Lead ongoing documentation and support-process improvements, response templates, FAQs, and knowledge-base content - Own support metrics (response time, resolution time, ticket volume, customer satisfaction) and use them to improve the support experience - Maintain deep, current knowledge of the products as offerings evolve

Requirements - 4+ years of experience in customer support or technical support, ideally supporting a SaaS product - Demonstrated ability to work independently and self-sufficiently, managing priorities and time without close oversight - Excellent written and verbal communication skills, with the ability to explain issues clearly to non-technical users and technical internal teams - Strong attention to detail in managing, documenting, escalating, and following up on support tickets - Hands-on experience with support and ticketing tools such as Intercom, Zendesk, Freshdesk, Jira Service Management, or similar - Comfort with light technical troubleshooting: reproducing issues, interpreting error messages, and gathering detail to hand off to engineering - Sound judgment in triaging and prioritizing competing requests, including knowing when and how to escalate - A proactive, solutions-oriented attitude and a genuine desire to help users succeed - Eagerness to build and improve processes in a role being defined for the first time

Nice to have - Experience in healthcare, clinical, or other high-trust environments

Benefits and work setup - Medical, dental, and vision coverage with options to extend to dependents - Company-sponsored short-term insurance - Fully paid 8-week parental leave after 6 months of employment - Company-sponsored 401(k) after 3 months of employment - Unlimited vacation for salaried roles - Bi-annual company offsites to connect, reflect, and plan together - Monthly work-from-home stipend