Product Support Specialist

**About Vitalize** **Our Vision: Unlock Healthcare's Full Capacity** Hospitals run on three things: their people, their beds, and their supplies… and all are still managed with spreadsheets, phone calls, and gut instinct. Vitalize is building the system that runs it all intelligently, starting with labor — the biggest cost (nearly 60% of a hospital’s P&L) and the hardest operational problem. The impact is real: we save hospitals millions in unnecessary labor spend, give clinical leaders back 10–20 hours every week, and are often the reason staff and leaders stay. This isn't a nice-to-have: our customers pay 5–15x more than legacy incumbents because Vitalize is mission-critical software their hospitals rely on every single minute. - We've raised over $32M from top investors, and even our own customers. ## Our Values We hire and grow everyone against the same four values. Each one comes from a real Vitalize story - interview with us to hear them! - **🚗 Push the Car.** Step in regardless of role. We help wherever we're needed, own problems end to end, and don't stay in our lane. People can count on us. - **🏥 Premier 1K.** We show up for our customers, always. Nearly everyone visits a customer site in their first month, and customer feedback informs everything we do. - **🗣️ Run Towards the Ugly.** Name the ugliest truth first, then propose the fix. Candor over comfort — we call out what's broken, and never get complacent. This shapes our craft. - **💡 Think Bigger Fridays.** See the gap, fill it — no permission required. Every decision is an experiment: we run it, let the results decide, and drive real impact from day one. And read more about our founder’s thoughts about building a team here: **About The Role:** This is Vitalize’s first support role dedicated to expanding our support offerings to Eastern time. As a Product Support Specialist at Vitalize, you will play a key role in driving improvements to our support processes, product quality, and operational efficiency. This role goes beyond addressing escalated customer questions. It’s about strategically enhancing the way we scale our support operations. You’ll take ownership of delivering prompt support to complex technical user issues and collaborate across teams, including Engineering, Product, and Customer Experience, to resolve them efficiently and effectively. You’ll leverage your technical expertise, particularly in analyzing trends and reports to identify and address root causes of customer escalations. Your ability to work cross-functionally will ensure that customer feedback translates into actionable improvements, not only for support processes but also for the broader product experience. In this role, you'll help drive continuous improvements that contribute to better customer experiences, optimize key metrics like Customer Satisfaction (CSAT), and First Response Times (FRT) as we continue to scale. **What You'll Achieve:** - Be Vitalize’s first east coast support specialist expanding service hours starting at 8AM Eastern time. - Act as the primary point of escalation for our go-to market teams, leveraging your expertise to troubleshoot, and collaborate with Engineering, Product, and Operations teams to resolve user problems. - Drive continuous improvement initiatives focused on key performance metrics such as CSAT, FRT, First Contact Resolution Rate, and SLA compliance, using data-driven insights to optimize support processes. - Support the development and implementation of an AI augmented support strategy - Create and refine internal and external documentation to empower users with self-service options, reducing reliance on support teams and enhancing overall efficiency. - Develop deep product and platform expertise, working cross-functionally to diagnose and prevent recurring issues while contributing to feedback loops that improve both product quality and support workflows. - Strategically scale and optimize support operations to enhance efficiency, improve the user experience, and maintain high standards of service as Vitalize grows. **Skills You'll Need to Bring:** - 3-7+ years in a support capacity focusing on escalated issues and/or technical troubleshooting. A track record of contributing to performance metrics like CSAT and response times. - Exceptional problem-solving skills capable of diagnosing complex technical issues, querying data, and reviewing product logs. You can drive problems to resolution efficiently and effectively. - Proven ability to influence and collaborate with cross-functional partners (i.e. Engineering, Product, and Operations) to drive long-term solutions and ensure customer feedback informs product improvements. - Experienced owning portions or entire projects, with a focus on optimizing processes, workflows, and support operations to drive performance improvements. You have strong organizational skills to manage multiple tasks in a fast-paced environment. - Excellent written and verbal communication skills. You are capable of distilling complex, technical material into readily digestible instructions and explanations. Experience supporting the product feedback loop by providing high-quality bug and feedback reports. Able to create and refine documentation to empower users with self-service options and support agents to leverage for greater efficiency. - High level of autonomy while working in ambiguous situations. **Nice to Haves:** - Experience working with support tooling and automations. - Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes. Experience with tools and technologies like Salesforce, Zendesk, Pylon, SQL databases, and LLMs. **Benefits:** - Medical, dental, and vision insurance - 401(k) with company match - Flexible PTO - Unlimited travel budget to visit customer sites - Bi-annual company off-sites - Free meals in-office - Desk setup reimbursement - Commuter benefits - Monthly gym/wellness stipend