Product Support Operations

Responsibilities

• Own the customer support experience across email, SMS, video calls, and in-person interactions
• Answer customer questions on product features, data integrations, workflow configuration, and technical troubleshooting
• Investigate root causes of data issues (e.g., integration failures, sync problems, calculation errors) and partner with engineering to resolve
• Interact directly with nurses, staffing coordinators, and hospital leaders to understand workflows, debug issues, and gather feedback
• Visit hospitals when needed to observe problems in context
• Surface trends and insights from customer feedback to influence product decisions and roadmap
• Document knowledge base content and troubleshooting guides
• Develop scalable support processes
• Partner with product and engineering teams to reproduce bugs and ensure quick fixes

Requirements

• 4+ years of customer-facing experience in technical support, customer success, or operations at B2B SaaS companies
• Experience supporting complex, data-driven products and unblocking critical customer workflows
• Technically capable: troubleshoot APIs, data integrations, technical configurations; comfortable with logs, bug reproduction, explaining technical concepts
• Strong customer ownership: stay with the problem until resolved, even outside hours or across teams
• Comfortable with frequent customer interactions (chat, video, in-person)
• Strong communication skills, adaptable to different audiences (e.g., nurses to technical admins)

Nice-to-Haves

• Familiarity with SQL, APIs, and integration setups
• Experience in healthcare, logistics, or complex operational domains

Compensation & Benefits

• Competitive salary + equity
• Medical, dental, and vision insurance
• 401(k) with match
• Flexible PTO
• Bi-annual company retreats
• Free lunch and dinner in-office
• Reimbursement for desk setup, gym, and commute