Product Support Specialist
Core
First East Coast support specialist expanding service hours to 8 AM Eastern, acting as primary escalation point for go-to-market teams and driving improvements to support processes and product quality.
Role type
Senior Product Support Specialist (Technical Escalations & Operations)
Builds
AI operating system for health system labor and capacity management
Domain
Healthcare Technology / AI
Deliverable
production ML models
Required skills
Technical troubleshooting, data analysis, cross-functional collaboration, process optimization, documentation creation, SQL, LLMs
Preferred skills
Support tooling and automations, Salesforce, Zendesk, Pylon
Responsibilities
Troubleshoot and resolve complex technical user issues, drive continuous improvement initiatives for CSAT and FRT, create and refine user documentation, collaborate with Engineering and Product teams, scale and optimize support operations
Seniority
Mid-Senior, hands-on IC
