Product Support Specialist I

Role overview Help clinical and operational users resolve product issues for a software-supported healthcare service. This early-career support role owns requests from initial triage through resolution or escalation, while documenting defects and spotting recurring problems that can inform product improvements. Careful judgment is essential when cases involve patient data or regulated medical-device processes.

Responsibilities - Respond to incoming requests through a ticketing system and prioritize them by severity and impact. - Investigate and reproduce reported problems, document useful details, and coordinate engineering follow-up when needed. - Keep affected users informed during incidents, gather impact information, and communicate updates in clear language. - Use runbooks, internal tools, dashboards, logs, and support documentation to resolve common issues. - Identify recurring ticket patterns and share them with product and engineering teams; contribute to response-time, resolution-time, and ticket-volume improvements. - Maintain quality-system records and handle patient-profile, record-merge, and data-integrity cases with care.

Requirements - One to two years in product support, technical support, or a help desk role for a software product. - Experience managing a support queue and service-level targets in a ticketing tool. - Strong troubleshooting habits, including asking focused questions, reproducing problems, and knowing when to escalate. - Comfort using web applications, interpreting error messages, and basic browser developer tools. - Clear written and verbal communication, calm prioritization under pressure, and a service-minded approach to following issues through. - Experience creating help articles or step-by-step documentation; a relevant degree, equivalent experience, or evidence of strong ability is expected.

Nice to have - Healthcare or privacy-sensitive support experience; familiarity with monitoring tools, SQL, or API testing.

Benefits and work setup - The role does not offer visa sponsorship; applicants must already be authorized to work in the United States without current or future sponsorship. - Benefits include health, dental, vision, and mental health coverage, a retirement savings plan, flexible vacation, growth opportunities, and a complimentary whole-body scan for team members. The listed base salary range is $57,375–$67,500, depending on experience and location.