We're looking for a Technical Support Specialist to serve as the critical link between users and the product engineering team for a fast-growing AI-native healthcare platform. This is not a help desk role and not a purely reactive support position.
You will diagnose real production issues, navigate technical systems hands-on, and partner closely with engineers to resolve problems quickly and correctly. You are expected to own issues from initial report through to resolution or escalation, communicate clearly with both clinicians and engineers, and keep everything moving without dropping a single open item. If you have a technical background, a no-task-too-small ownership mentality, and thrive in fast-moving startup environments, this role is a strong fit.
Why You'll Want to Join
- You will be paid in USD (bi-monthly: every 15th and 30th)
- Paid Time Off in accordance with company policy
- Observance of Holidays per company guidelines
- 100% remote setup so you can work wherever you're most productive
- High-visibility role embedded directly with product and engineering teams
- Work on a healthcare AI platform where reliability directly impacts real patient outcomes
What You'll Work On
Technical Triage and First Response
- Monitor support channels and triage incoming issues following established runbooks
- Serve as the first technical responder for inbound user issues with a target resolution time under 30 minutes for critical issues
- Identify whether issues can be resolved directly or require engineering escalation
- Communicate clearly and accurately with both non-technical clinical users and deeply technical engineers
Production Investigation and Troubleshooting
- Navigate production databases and run command-line scripts to diagnose issues and verify data integrity
- Resolve user-facing blockers without defaulting to escalation when the tools and runbooks support independent resolution
- Validate fixes and confirm resolution before closing issues
Engineering Liaison
- Translate user pain points into clear, concise technical bug reports for the engineering team
- Communicate directly with engineers in dedicated Slack channels and issue trackers
- Provide strong technical context so engineers can move quickly on escalated issues
- Follow issues through deployment and confirm user impact post-fix
User Onboarding and Access Management
- Facilitate and troubleshoot user onboarding and credentialing workflows
- Handle hands-on tasks including account resets, permission changes, and access management within the product ecosystem
- Ensure users can successfully access and operate the platform from day one
Action Item and Documenta