Technical Support Specialist

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

📋 Description

• Take ownership of and resolve intricate technical support cases across Heidi’s primary product domains, including notes, transcription, sessions, audio performance, integrations, login/authentication, documents, Evidence, and emerging product surfaces as they are released.

• Identify and diagnose issues spanning web, desktop, and mobile platforms by utilizing tools such as Chrome DevTools, application logs, OS and browser permission checks, audio input settings, and network traces.

• Address authentication, SSO, and integration challenges involving SAML, OAuth 2.0, OpenID Connect, Microsoft Entra ID, Okta, APIs, webhooks, and Postman.

• Examine audio and transcription quality concerns, assisting clinicians in resolving microphone setups, device configurations, browser behaviors, environmental noise, session integrity, and telehealth-related capture issues.

• Comprehend Heidi’s AI workflow from audio capture through to transcription and generated notes, and clearly articulate whether an issue pertains to audio quality, configuration, or model behavior.

• Effectively manage your own support backlog with diligence, ensuring cases progress, establishing clear expectations, and escalating to Support Engineering when a deeper analysis is required.

• Craft clear, concise, and human-centered customer communications via Intercom, Slack, Zoom, and Loom, with the level of care anticipated in a clinical environment.

• Develop precise internal escalation notes that include the appropriate context, evidence, reproduction steps, logs, and a specific hypothesis regarding the issue.

• Contribute to ongoing enhancements by refining knowledge base content, identifying recurring issue patterns, sharing product feedback, and leveraging AI tools to elevate support quality and documentation.

⛳️ Requirements

• 2–4+ years of experience in a technical or product support capacity at a SaaS company, preferably supporting a multi-platform product across web, desktop, and mobile.

• Strong independent troubleshooting abilities, with a systematic approach to investigating technical issues rather than solely relying on scripts.

• Familiarity with Intercom or a comparable customer support platform at an operational level.

• Clear and thoughtful communication skills, capable of clarifying, empathizing, and adjusting your tone for diverse customers and situations.

• A robust customer orientation and the discernment to know when to continue investigating, when to escalate, and how to keep customers informed.

• Experience interacting with clinicians, healthcare professionals, or users in regulated sectors is a significant advantage.

• Understanding of data privacy concepts such as HIPAA and GDPR is beneficial.

🏝️ Benefits

• ₱15,000 annual budget for learning and development

• ₱3,000/month health and wellness allowance

• ₱10,000 home office budget

• 26 weeks of paid primary parental leave

• 18 weeks of paid secondary parental leave

• Fertility support up to ₱150,000

• Four weeks of work-from-anywhere per year

• Comprehensive HMO coverage for yourself and up to two dependents