Technical Product Support Specialist • Mid-Level

Who you are

You are a motivated and analytical individual with a strong understanding of technical support processes. You thrive in a role that requires you to serve as the final escalation point for complex technical issues, demonstrating your ability to troubleshoot and identify root causes effectively. Your experience allows you to provide effective workaround solutions while coordinating with engineering teams to ensure timely bug resolution. You are passionate about leveraging data to inform product improvements and enhance customer satisfaction.

You possess excellent communication skills, enabling you to articulate technical issues clearly to both technical and non-technical stakeholders. Your analytical mindset helps you to analyze support data and identify recurring end-user friction points, ensuring that the voice of the customer is heard and acted upon. You are detail-oriented and organized, capable of documenting feature requests and system suggestions that contribute to the overall improvement of the product.

Desirable

Experience in a healthcare technology environment is a plus, as it allows you to understand the unique challenges faced by professionals in this sector. Familiarity with compliance management systems and the ability to work collaboratively with cross-functional teams will further enhance your effectiveness in this role.

What you'll do

In this role, you will serve as the operational bridge between customers, support teams, and Product Engineering. Your primary mission will be to triage escalated technical issues, ensuring that you provide actionable, data-driven insights that directly inform customer-centric product improvements. You will analyze support data to identify trends and recurring issues, documenting feature requests and system suggestions that reflect the voice of the customer.

You will be responsible for troubleshooting complex technical issues, identifying root causes, and providing effective workaround solutions. Collaborating closely with engineering teams, you will ensure that bug resolutions meet service level agreements (SLAs). Your insights will play a crucial role in driving permanent fixes and enhancing the overall user experience.

You will also engage with customers to gather feedback and understand their needs, ensuring that their concerns are addressed promptly and effectively. By analyzing support data, you will contribute to the continuous improvement of our products, helping to create a more connected and efficient healthcare ecosystem.

What we offer

At Propelus, we are committed to fostering a supportive and inclusive work environment. We encourage individuals from all backgrounds to apply, as we believe that diverse perspectives lead to better solutions. This full-time position requires a commitment of 40 hours per week, Monday through Friday, with flexibility as needed for project demands. While part-time positions are available, they do not include equipment, benefits, or perks. We value our employees and strive to create a workplace that promotes growth and development, ensuring that you have the resources you need to succeed in your role.