Product Support Specialist

Job Summary

To support a growing team, the remote Product Support Specialist I will manage incoming support requests, troubleshoot issues, and collaborate with engineering and clinical teams to ensure timely resolutions for users.

Key Responsibilities

• Serve as the first point of contact for clinical and operational teams, managing requests through a ticketing system
• Triage and resolve incoming tickets by severity, escalating issues as necessary while driving all issues to resolution
• Document and reproduce reported problems, providing clear defect reports and supporting incident response efforts

Required Qualifications

• 1-2 years of experience in product support, technical support, or a help desk role
• Experience with ticketing systems such as Jira, Zendesk, or Freshdesk
• Strong troubleshooting skills and the ability to escalate issues when needed
• Outstanding communication skills for collaborating in remote environments
• Bachelor's Degree in Computer Science or a related field, or equivalent experience