Product Support Specialist
Zivian Health
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
About the role
- Diagnose and resolve incoming customer tickets with speed and accuracy — whether technical, functional, or workflow-related.
- Identify patterns in feedback, escalate recurring issues, and advocate for user needs within the product team.
- Work directly with PMs and engineers to triage bugs, verify fixes, and communicate solutions back to customers.
- Maintain deep familiarity with Zivian’s platform architecture, data flows, and common edge cases to ensure precise troubleshooting.
- Partner with Product Managers during shaping and build cycles to validate functionality before release.
- Document new product functionality, draft internal FAQs, and train internal stakeholders on feature changes.
- Track product-related issues through resolution and verify customer satisfaction post-fix.
- Capture insights from support interactions that inform discovery, shaping, and prioritization decisions.
- Partner with Marketing or AM to update help content, in-app guidance, and support macros.
Requirements
- 2–5 years in product support, technical support, or customer success for SaaS or healthcare platforms.
- Working knowledge of application architecture concepts (APIs, integrations, data syncs).
- Strong troubleshooting instincts — you find root causes, not just symptoms.
- Exceptional written and verbal communication skills — you translate technical complexity into clarity.
- High accountability and ownership — you follow issues through until resolution.
- Comfort using tools like HubSpot, Jira, GitHub, or similar platforms for ticketing and collaboration.
- Bonus: experience in healthcare operations, compliance, or healthtech integrations.
Benefits
- A dynamic, diverse, and collaborative work environment.
- Fast-paced startup culture full of growth minded colleagues.
- A distributed team with opportunities for in-person collaboration.
- Competitive compensation and benefits package.
- A supportive, non-competitive work environment where the team truly cares about one another.
- Opportunities for continuous learning and professional growth.
- Flexibility in work location.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
application architectureAPIsintegrationsdata syncstroubleshooting
Soft skills
written communicationverbal communicationaccountabilityownership