Customer Support Specialist (all genders)
Core
Resolve complex 2nd-level support requests and incidents for hospital software, collaborating with Engineering & Product to ensure stable operations in critical clinical contexts.
Role type
Senior IC technical support specialist (healthcare SaaS)
Builds
Hospital workflow digitization platform for doctors, nurses, and hospitals
Domain
Healthcare technology / Clinical operations
Deliverable
client delivery
Required skills
Technical support, incident management, Jira Service Management, SQL/log-reading, debugging, knowledge base management, process improvement
Preferred skills
Healthcare/regulated environment experience, AI tool usage for analysis
Technologies
Jira Service Management, SQL
Responsibilities
Handle complex 2nd-level support requests & incidents via Jira Service Management; Triage and manage incidents with a clinical-impact lens while meeting SLAs; Coordinate bug investigation and resolution with Product & Engineering; Maintain and improve knowledge assets (known issues, troubleshooting guides, runbooks); Identify recurring issue patterns and drive process & product improvements; Participate in an on-call rotation outside regular business hours
Seniority
Mid-level, hands-on IC