Technical Support Specialist (SaaS & AI)

Job Description

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 Documentation Management

• Track all active tasks and project support items to ensure no user request or engineering dependency falls through the cracks
• Maintain and improve runbooks for triaging and troubleshooting as the company grows
• Identify recurring issues and recommend process or product improvements proactively

What You Bring

• Technical proficiency with comfort navigating production databases using SQL and using custom tools to investigate and resolve issues
• Strong written and verbal communication skills: proven ability to explain complex technical issues clearly to both non-technical users and deeply technical engineers
• Urgency and ownership: a no-task-too-small mentality with a drive to resolve issues quickly and without needing to be reminded
• Familiarity with modern support and productivity tooling such as Slack, Linear, HelpScout, or Notion
• Highly organized and responsive with the ability to manage multiple open conversations and technical tasks simultaneously
• Prior experience in support engineering, software engineering, data engineering, or a highly technical startup support role

Nice to Have

• Experience in healthcare technology, RCM, or supporting users in operational healthcare environments
• Familiarity with healthcare software platforms such as HCHB or Homecare Homebase
• Background working with APIs, integrations, or workflow-based platforms
• Experience in a SaaS, AI, or regulated software environment
• Prior exposure to IT access management or help desk support workflows

How to Apply

Please include:

1. Your updated resume
2. A short Loom video (1 to 2 minutes) describing your technical background and walking through a specific production issue or user-facing technical problem you diagnosed and resolved independently

Only candidates who submit a Loom video will be moved to the next step of the hiring process.

If you are highly technical, comfortable working in ambiguity, and want to play a critical role in keeping a healthcare AI platform running reliably for clinicians and patients, this role offers real ownership, high visibility, and direct engineering collaboration from day one.

Application Process Overview

Our comprehensive selection process ensures we find the right fit for both you and our clients:

1. Initial Application - Submit your application and complete our prequalifying questions
2. Video Introduction - Record an video introduction to showcase your communication skills and work experience
3. Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable)
4. Recruitment Interview - Initial screening with our talent team
5. Executive Interview - Meet with senior leadership to discuss role alignment
6. Client Interview - Final interview with the client team you'd be supporting
7. Background & Reference Check - Professional reference verification
8. Job Offer - Successful candidates receive a formal offer to join the team

Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.