Technical Support Specialist

Job Summary

Owning complex technical support cases, the full-time remote Technical Support Specialist will diagnose and resolve issues related to Heidi's core product areas, working closely with clinicians and the engineering team to ensure seamless functionality during patient sessions.

Key responsibilities

• Resolve complex technical support cases across various product areas, including audio performance and integrations
• Diagnose issues using tools like Chrome DevTools and troubleshoot authentication and integration problems
• Manage support backlog effectively while maintaining clear communication with customers and internal teams

Required qualifications

• 2-4+ years of experience in a technical or product support role at a SaaS company
• Strong independent troubleshooting skills with a systematic approach to technical issues
• Experience using customer support platforms such as Intercom at an operational level
• Familiarity with data privacy concepts such as HIPAA and GDPR is a plus
• Experience working with clinicians or healthcare professionals is a strong advantage