Product Support Specialist
New
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ArcHouseHealthcare software
Remote - US; open to candidates anywhere in the United States, US Central Time Zone; business hoursFull-TimeJunior
Salary$95K - $135K; $95K – $135K • Offers Equity
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Job Details
- Experience
- 2+ years in customer or technical support for a B2B software product, ideally SaaS
- Required Skills
- SQLRESTful APIsHIPAATechnical supportCustomer support
Requirements
- Have 2+ years of customer or technical support experience for a B2B software product, ideally SaaS.
- Bring hands-on experience with APIs and writing SQL queries to investigate issues.
- Be able to identify root causes using logs, data, and API responses.
- Have experience working directly with customers to reproduce issues.
- Be able to write clear, complete tickets that engineering can act on without follow-up.
- Have experience handling sensitive data under HIPAA or a similar framework, such as SOC 2 or GDPR.
- Use good judgment about when to escalate.
- Communicate technical issues plainly to clinical and non-technical users.
- Nice to have: experience supporting health system customers or working in or alongside clinical settings.
- Nice to have: familiarity with EHR systems, HL7/FHIR, or SSO/SAML setups.
- Nice to have: experience with Pylon or similar B2B support tools.
Responsibilities
- Support clinicians, care teams, and health system administrators after go-live, including account and user setup, permissions, SSO, and day-to-day questions.
- Investigate and resolve inbound issues across Pylon, email, in-app chat, phone, and shared Slack channels.
- Troubleshoot technical problems using APIs, SQL, and application logs, and reproduce bugs across browsers, devices, and customer environments.
- Partner with engineering to document, prioritize, and verify fixes, and write actionable tickets.
- Handle protected health information in accordance with HIPAA and security policies.
- Surface trends and insights from customer feedback to inform product decisions.
- Write and maintain help center articles and internal runbooks.
- Lead projects that improve the support experience, internal knowledge sharing, and support operations.
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