# Product Support Operations

**Company:** [Vitalize](https://hotfix.jobs/companies/vitalize)
**Location:** San Francisco, CA
**Role:** Support Engineering
**Salary:** $120k – $240k/yr
**Experience:** 4+ years
**Skills:** SQL, APIs, Data Integrations, Technical Troubleshooting, Bug Reproduction, Logs, Saas Support, Workflow Configuration
**Posted:** 2026-02-18

> Owns technical customer support for hospital staffing platform, troubleshooting data integrations, APIs, and workflows while partnering with engineering. Requires 4+ years customer-facing experience and technical aptitude to unblock critical operations.

## Job Description

## 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

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