Product Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist clinicians, care teams, and health system administrators post go-live, including account and user configuration, permissions management, SSO, and daily operational inquiries.

• Investigate and address incoming issues through Pylon, email, in-app chat, phone, and shared Slack channels.

• Troubleshoot technical challenges utilizing APIs, SQL, and application logs.

• Reproduce bugs across various browsers, devices, and customer environments.

• Collaborate with the engineering team to document, prioritize, and verify solutions.

• Manage protected health information in compliance with HIPAA and security protocols.

• Highlight customer feedback trends and insights to guide product development decisions.

• Create and maintain help center articles and internal documentation.

• Lead initiatives to enhance the support experience, internal knowledge sharing, and support operations.

⛳️ Requirements

• Minimum of 2 years of experience in customer or technical support for a B2B software product, preferably within a SaaS environment.

• Exceptional written and verbal communication skills, with the capacity to convey technical issues clearly to both clinical and non-technical audiences.

• Practical experience with APIs and formulating SQL queries to troubleshoot problems.

• Ability to determine root causes from logs, data, and API responses.

• Proven experience in reproducing issues with clients and drafting clear, comprehensive engineering tickets.

• Background in handling sensitive data in accordance with HIPAA or similar frameworks such as SOC 2 or GDPR.

• Sound judgment on when to escalate issues.

• Composed, organized, and meticulous under pressure.

• Interest in healthcare and clinical team workflows.

• Experience in supporting health system customers or involvement in clinical settings.

• Familiarity with EHR systems, HL7/FHIR, or SSO/SAML configurations.

• Experience with Pylon or comparable B2B support tools.

🏝️ Benefits

• Equity

• Health, dental, and vision insurance

• Fully remote work environment

• Setup stipend

• Unlimited PTO

• Regular team events and off-sites

• Optional co-working spaces available in New York and San Francisco