Role Overview

We’re seeking a Technical Support Agent to serve as the first line of triage for internal and external issues related to our proprietary software. You will play a key role in resolving technical inquiries, investigating bugs, documenting product feedback, and escalating issues to our development team when necessary.

This role requires strong communication skills, comfort with technical tools, and a proactive approach to product knowledge. You’ll be the glue between product, development, support, and our clients.

Responsibilities

• Serve as the primary point of contact for incoming technical issues related to our product from staff, clients, and partners
• Complete outbound support phone or video calls
• Triage and resolve common product issues; escalate unresolved bugs or system behaviors to the dev team
• Monitor and troubleshoot webhook/API integrations with device partners to ensure timely and accurate transmission of patient data into our system; work with vendors and internal teams to resolve data discrepancies or connection issues
• Log and track tickets using internal tools (e.g., Jira, Hubspot, Slack)
• Write clear bug reports with reproducible steps, system context, and screenshots or screen recordings
• Assist internal teams by answering product functionality questions and providing clarity on the product roadmap
• Help maintain internal documentation for troubleshooting and product support workflows
• Participate in product knowledge training and contribute insights from support conversations to improve UX

Requirements

• 2+ years experience in technical support, product support, or application support role (preferably healthcare tech)
• Experience working with APIs and webhooks, including the ability to troubleshoot integration issues, and communicate effectively
• Familiarity with bug reporting, ticketing tools, and collaboration platforms (e.g., Jira, Confluence, Slack)
• Ability to clearly explain technical concepts to both technical and non-technical audiences
• Experience working with QA, developers, and product teams on issue reproduction and resolution
• Self-starter with strong organizational skills and attention to detail
• Comfort working in a startup-paced, remote-first environment
• Proficient in Google Workspace (Gmail, Google Meet, Docs, Sheets, Slides, Gemini, etc) with the ability to collaborate, communicate, and manage documentation efficiently in a cloud-based environment
• Demonstrate strong troubleshooting skills by identifying root causes and asking targeted, effective questions to gather relevant information
• Exhibit exceptional customer service skills with patience, empathy, and professionalism when supporting users of varying technical abilities
• Thrive in a collaborative team environment, contributing effectively while maintaining accountability for individual responsibilities

Qualifications

• Exposure to remote patient monitoring, EHR integration, or healthcare interoperability (not required, but recommended
• Comfortable working in Jira and Confluence environments to manage tickets and document processes
• Experience using HubSpot or other CRMs for managing customer support inquiries and tracking client communications.
• Basic knowledge of EHR systems is a strong plus
• Highly organized and able to multi-task

Why Join Us

• Help shape the support infrastructure for a cutting edge healthcare platform
• Work closely with operations, product and engineering leadership
• Opportunity to grow into more technical roles as we scale
• Fully remote team with flexible work culture