Product Support Specialist

Thalamus is the market leader in graduate medical education recruitment technology, empowering over 8,000 residency and fellowship programs at 800+ health systems and all new physicians throughout the US annually. As we expand beyond GME into broader physician recruitment, our unique dataset—spanning the full profiles of residency/fellowship applicants and programs—positions us to revolutionize hiring in healthcare through AI/ML and data-driven insights. This furthers our mission to ensure the right doctor ends up at the right hospital to treat the right patients.

About the role

As a Product Support Specialist at Thalamus, you'll ensure customer success and Raving Fans-level satisfaction by providing efficient and effective product support. Reporting to the Director of Product Support Operations, you’ll drive these outcomes by troubleshooting complex issues, logging detailed bug reports, collaborating with cross-functional teams, and contributing to a growing library of self-service resources. Your success metrics will include customer satisfaction and handle time.

Responsibilities

• Uphold our Thalamus ethos of creating "Raving Fans" experiences by exceeding customer expectations through empathetic, knowledgeable support for complex issues that require deep product understanding or engineering team involvement
• Hit target ticket handling SLAs by acting as a Thalamus product expert, including joining customer calls when live troubleshooting is necessary
• Leverage your technical troubleshooting skills to document and escalate verified product bugs, working closely with Product and Engineering to ensure timely resolutions
• Act as the Voice of the Customer by proactively identifying recurring pain points, aggregating enhancement requests, and sharing actionable insights with product and design teams to influence roadmap prioritization and improve usability
• Own and evolve our customer help resources by creating, improving, and maintaining a robust knowledge base. Use data and feedback to identify gaps and develop new self-service documentation that drives ticket deflection and empowers users
• Participate in on-call coverage rotations, ensuring high-quality support coverage outside regular business hours

Requirements

• Experience as a technical support representative for a SaaS product
• A strong technical aptitude and quick learning curve for new tools and systems
• Proven ability to handle escalated tickets, troubleshoot complex issues, and drive resolution
• Excellent critical thinking skills and sound judgment under pressure
• Clear and empathetic written and verbal communication skills
• Comfort working in a fast-paced, remote-first environment with autonomy
• A deep sense of empathy and dedication to delivering exceptional customer experiences

Schedule

The selected candidate must commit to one of the following schedules, aligned with peak customer activity and internal team coverage. The below represents core working hours; flexibility is expected to accommodate occasional needs outside of this schedule, e.g., seasonal on-call schedules.

• Tue to Sat 10am–7pm ET
• Mon to Fri 1pm–10pm ET

Pay

The base salary range for this position is $60,000–$90,000 per year. This range reflects our good-faith estimate at the time this search was initiated and may vary based on experience, skills, location, and internal equity. In addition to base salary, this role is eligible for equity and a competitive benefits package.