# Associate Technical Support Specialist

**Company:** [Hinge Health](https://hotfix.jobs/companies/hinge-health)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $37k – $64k/yr
**Experience:** 1+ years
**Skills:** Technical Troubleshooting, It Help Desk, Hardware Support, Software Support, Root Cause Analysis, Zoom, Freshdesk, Salesforce, Mixpanel, Jira, Tableau, Auth0, Esper Mdm, Phi/Pii Compliance, Medical Devices
**Posted:** 2026-09-04

> Provides frontline technical support for members using healthcare hardware and software, resolving issues across phone, email, and chat. Requires at least one year of troubleshooting or support experience, strong communication, root-cause analysis, and remote-work skills.

## Job Description

## Responsibilities
- Diagnose, investigate, document, and resolve member issues involving hardware and software products.
- Guide new members through technical onboarding and provide support by phone, email, and chat.
- Conduct root cause analysis and contribute improvements to knowledge-base articles and troubleshooting guides.
- Meet quality, productivity, response-time, and member-satisfaction metrics.
- Support peers with complex troubleshooting scenarios.
- Identify recurring technical patterns and recommend process improvements.

## Requirements
- 1+ year of technical troubleshooting, IT help desk, or software/hardware support experience.
- Excellent written and verbal communication skills with a member-facing orientation.
- Ability to multitask across phone, email, and chat queues.
- Proficiency in root cause analysis and technical problem-solving.
- Flexibility to work schedules that may include nights and weekends.
- Ability to work effectively in a remote environment with punctuality and proactive communication.

## Nice-to-haves
- Experience with Zoom, Freshdesk, or Salesforce.
- Familiarity with Mixpanel, JIRA, Tableau, Auth0, or Esper MDM.
- Healthcare or healthcare technology experience.
- Familiarity with PHI/PII compliance standards.
- Technical support or logistics experience with medical devices and hardware.
- Bilingual proficiency in Spanish or French.

## Compensation and Benefits
- Salary range: $37,440–$64,480 annually.
- Medical, dental, and vision coverage.
- Gender-affirming care, family and fertility planning support, and travel reimbursements where healthcare is unavailable.
- Traditional or Roth 401(k) options with a 2% company match.
- Learning and development stipend.

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