Senior Technical Support Representative (PST)

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Technical Support Representative (PST) based in the United States.** Join a mission-driven healthcare technology environment where exceptional customer support helps providers deliver better, more accessible care. As a Senior Technical Support Representative, you will serve as a trusted point of contact for healthcare professionals using a sophisticated, API-first electronic health record platform. You will troubleshoot technical issues, guide customers through product features, investigate potential bugs, and translate customer feedback into actionable insights for internal teams. Working primarily through email, with occasional phone support, you will combine technical expertise with clear communication and thoughtful problem-solving. This fully remote position offers the autonomy to resolve complex issues while collaborating with colleagues across support and product teams. Your work will directly influence customer satisfaction, product improvement, and the reliability of technology that supports healthcare delivery. ### Accountabilities - **Deliver outstanding customer support:** Respond to customer inquiries primarily through email, providing timely, thoughtful, and practical solutions. Use phone conversations when appropriate to resolve issues efficiently and ensure customers feel supported. - **Troubleshoot technical issues:** Investigate product bugs, account access problems, browser compatibility, mobile operating system issues, email deliverability, billing concerns, and other technical challenges. Analyze available logs and diagnostic information to identify root causes and determine appropriate next steps. - **Guide customers through the platform:** Help healthcare providers and organizations understand product functionality, configure their accounts, navigate settings, and get started successfully with the platform. - **Document and escalate product issues:** Record potential bugs, feature requests, and recurring customer pain points. Collaborate with relevant internal teams to communicate customer needs and contribute to continuous product improvement. - **Analyze customer data:** Use support and analytics tools to investigate reported issues, understand customer behavior, and provide evidence-based recommendations for improving the customer experience. - **Maintain high-quality support workflows:** Manage incoming support queues, prioritize requests, track outstanding issues, and follow through until customers receive clear answers and appropriate resolutions. - **Communicate complex concepts clearly:** Translate technical explanations into accessible, customer-friendly language, ensuring that users with different levels of technical knowledge understand the issue and its resolution. - **Collaborate across a remote team:** Share insights with colleagues, contribute to support documentation, and work effectively with cross-functional stakeholders while maintaining ownership of individual tasks. - **Protect sensitive information:** Follow applicable healthcare security, privacy, and compliance requirements, including HIPAA-related expectations, when handling customer data and investigating technical issues. - **Continuously improve technical expertise:** Investigate unfamiliar problems independently, ask thoughtful questions when needed, and strengthen your knowledge of the product, support tools, and emerging technical challenges. ## Requirements - **Professional experience:** 5–8 years of experience in customer-facing technical support or similar roles within a software-as-a-service (SaaS) business. Experience in healthcare technology or electronic health record platforms is an advantage. - **Technical troubleshooting skills:** Strong foundational knowledge of single sign-on (SSO), billing and invoicing systems, modern web browsers and developer tools, mobile operating systems, email deliverability, DNS records, and log-file analysis. - **Technical versatility:** The ability to investigate issues across multiple systems, interpret technical information, identify root causes, and explain solutions clearly to customers with varying levels of technical expertise. - **Customer support expertise:** Experience managing support queues, prioritizing competing requests, handling challenging customer conversations, and delivering consistent, high-quality service without relying on excessive supervision or rigid processes. - **Exceptional written communication:** Excellent English writing and speaking skills, with the ability to explain complex technical subjects in concise, approachable, and customer-focused language. Strong written communication is particularly important in a remote environment. - **Analytical and problem-solving abilities:** A proactive approach to troubleshooting, with the ability to investigate unfamiliar issues, ask relevant questions, assess possible solutions, and resolve problems efficiently. - **Organization and independence:** Strong attention to detail, effective time management, and the ability to manage responsibilities autonomously in a distributed team with a minimalist management structure. - **Support technology familiarity:** Experience with customer support, billing, messaging, analytics, issue tracking, and observability tools. Familiarity with platforms such as Help Scout, Stripe, SendGrid, Mixpanel, Shortcut, or Sumo Logic is beneficial. - **Customer-first mindset:** A genuine commitment to helping customers succeed, a strong sense of ownership, and an appreciation for human-led support and thoughtful follow-through. - **Long-term commitment to support:** An interest in continuing to develop your expertise in a customer-facing support role rather than treating the position primarily as a stepping stone to another department. - **Remote work readiness:** Ability to work full-time remotely, maintain reliable communication, and consistently work the required Pacific Time schedule. - **Work authorization:** Must be authorized to work in the United States. Visa sponsorship or transfer is not available for this position. - **Healthcare compliance:** Willingness to complete required training and adhere to applicable healthcare security, privacy, and compliance standards. ## Benefits - **Competitive salary:** Annual compensation ranging from **$93,000 to $102,500 USD**. - **Fully remote work:** Work remotely while supporting customers and collaborating with a distributed team. - **Predictable schedule:** Full-time, Monday through Friday, from **10:00 a.m. to 6:00 p.m. Pacific Time**. - **Human-centered support culture:** Focus on delivering meaningful customer outcomes without unnecessary quotas, excessive bureaucracy, or automated customer-facing support interactions. - **Professional development:** Opportunities to deepen your technical troubleshooting skills, expand product knowledge, and grow within a specialized healthcare technology environment. - **Meaningful impact:** Help healthcare providers deliver better care by ensuring they can rely on the technology that supports their daily operations. - **Collaborative environment:** Work with experienced support professionals and cross-functional teams that value customer feedback and continuous improvement. - **Holiday coverage flexibility:** Participate in a limited number of holiday support shifts throughout the year. Hours worked on a holiday can be taken off on another day. - **Healthcare technology exposure:** Gain experience supporting a sophisticated, API-first healthcare platform subject to HIPAA and other security and privacy requirements.