Technical Customer Support Specialist- EST Hours

About the Role

We are seeking a Technical Support Engineer to serve as a highly technical, customer-facing resource supporting our connected hardware and software platform. This role is responsible for diagnosing and resolving complex issues across devices, systems, and data—often in real time. This is not a traditional support role. You will operate in a phone-first environment, working directly with customers while leveraging logs, backend data, and system insights to troubleshoot and resolve issues. You will own issues end-to-end, from initial intake through resolution or escalation, with a strong focus on root cause identification.

Required Experience

• 3-7 years in technical support, support engineering, or similar roles
• Strong experience with: Log analysis and system diagnostics, Troubleshooting across multiple systems (CRM, ERP, internal tools), Familiarity with tools such as Salesforce, NetSuite, Zendesk, or similar
• Experience operating in a real-time, phone-first support environment
• Strong problem-solving skills with a bias toward ownership and resolution
• Detail-oriented with strong documentation habits
• Energized by Avive’s mission and excited to help deliver a best-in-class support experience that saves lives

Bonus Points For

• Experience supporting connected devices, or hardware + SaaS platforms
• Strong background in log analysis, system diagnostics, and root cause investigation
• Experience working with Python and Kibana
• Exposure to incident management or high-availability environments
• Experience translating complex technical issues into clear, customer-friendly communication
• Background working closely with Engineering and Product teams to resolve issues