Product Support Specialist I

About Our Client:The organization operates in the healthcare technology industry, focusing on transforming reactive sick-care into proactive health care. It provides an award-winning whole body scan that is fast, safe, and non-invasive. By integrating optimized hardware, software, and AI, along with a patient-centric experience across domestic and global clinics, the program aims to improve early detection and patient outcomes. About the Opportunity:The PRODUCT SUPPORT SPECIALIST I role is designed to support clinical and operational teams by resolving product issues efficiently and ensuring smooth user experiences. This position plays a crucial role in troubleshooting, documenting, and escalating product problems, directly contributing to the organization's mission of delivering impactful healthcare technology. Responsibilities:Serve as the first point of contact for clinical and operational teams via a ticketing systemTriage incoming tickets by severity and impact, resolving issues directly when possibleReproduce reported problems and document defects clearly for engineeringEscalate complex issues and collaborate to drive resolutionSupport incident response through information gathering and communicationUse runbooks and internal resources to troubleshoot and resolve common issuesInvestigate problems using internal tools and application logsIdentify recurring ticket patterns and communicate improvements to product teamsWork to improve metrics such as first response and resolution timesMaintain records in compliance with regulated Medical Device Quality SystemExercise judgment on privacy-sensitive cases including patient data management Requirements:1-2 years of experience in product or technical support for software productsStrong service orientation and ownership of issue resolutionExperience with ticketing systems like Jira, Zendesk, or Freshdesk and SLA managementProficient troubleshooting skills with ability to reproduce and escalate issuesComfortable with web applications and basic browser developer toolsExperience creating support documentation such as FAQs and knowledge base articlesAbility to manage multiple urgent requests calmly and prioritize effectivelyExcellent communication skills for remote and asynchronous collaborationWillingness to learn new technologies on the jobBachelor's Degree in Computer Science or related field, or equivalent experience Pay Range and Compensation Package:The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors. Benefits & Perks:Medical insurance401(k) retirement savings plan (without matching contributions) Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. Note:RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.