Technical Customer Support Specialist
$65,000–$75,000 year
Remote · United States
Job Summary
Serve as the first line of support for clinicians, staff, and admins via Zendesk (email, chat, tickets, phone); troubleshoot user-reported issues, escalate bugs to product/engineering, triage inbound tickets to improve response speed, and translate user feedback into actionable insights to improve product usability. Collaborate with Customer Success to ensure a consistent, proactive support experience. Requires 3+ years in technical customer support or healthtech SaaS, strong troubleshooting/root cause analysis, ability to report complex bugs, and understanding of clinical workflows or EHR/EMR systems; provide clear written/verbal communication and familiarity with Zendesk. Bonus points for HIPAA/PHI knowledge and experience supporting AI/voice-based products. Remote opportunity with PST hours.
Required Qualifications
- 3+ years of experience in technical customer support or client-facing role, ideally in a healthtech or healthcare SaaS company
- Strong ability for technical troubleshooting and root cause analysis
- Ability to identify complex bugs and create detailed reports for Product and Engineering teams
- Deep understanding of clinical workflows, home health, or EHR/EMR systems
- Excellent written and verbal communication skills
- Familiarity with ticketing software like Zendesk
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