• 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 • Navigate production databases and run command-line scripts to diagnose issues and verify data integrity • Resolve user-facing blockers without defaulting to escalation • Validate fixes and confirm resolution before closing issues • 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 • Facilitate and troubleshoot user onboarding and credentialing workflows • Handle hands-on tasks including account resets, permission changes, and access management within the product ecosystem • Track all active tasks and project support items

Role 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. - Diagnose real production issues, navigate technical systems hands-on, and partner closely with engineers to resolve problems quickly and correctly. - Own issues from initial report through to resolution or escalation. - Communicate clearly with both clinicians and engineers, keeping everything moving without dropping a single open item. 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. Qualifications - 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 your updated resume. - 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. Application Process Overview - Initial Application - Submit your application and complete our prequalifying questions. - Video Introduction - Record a video introduction to showcase your communication skills and work experience. - Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable). - Recruitment Interview - Initial screening with our talent team. - Executive Interview - Meet with senior leadership to discuss role alignment. - Client Interview - Final interview with the client team you'd be supporting. - Background & Reference Check - Professional reference verification. - Job Offer - Successful candidates receive a formal offer to join the team.

• Provide advanced technical expertise and leadership in supporting our high-performance electron microscopy and analytical systems. • Resolve complex issues and support team members. • Implement continuous improvement initiatives. • Serve as a key technical liaison between field service, R&D, operations engineering, and customers. • Contribute to new product introductions and development of technical documentation.

• Takes a self-directed role in the support and resolution of technical issues within the installed base • Takes inbound calls and makes outbound calls • Assesses complex problems, collects data, establishes facts, and documents detailed and accurate information about issues, troubleshooting steps and resolution into CRM • Owns the customer support experience and resolves customer satisfaction issues by designing & implementing solutions to complex technical problems • Escalates, owns, and remains focused in driving the resolution of issues through the appropriate channels and teams' members, using highly effective communication skills • Improves customer satisfaction and company profitability by responding quickly to issues, providing frequent and informed updates and resolving issues in a timely manner • Provides direct input to help continue building the internal and customer-facing knowledgebase by documenting root cause & solution details for technical support issues • Performs preventative maintenance activities & remote software upgrades to ensure system stability for customers