Hire Overseas
Tech / AI / Software
TechnicalSupportSpecialist(SaaS&AI)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Technical Support Specialist (SaaS & AI) at Hire Overseas. Skills: Technical Support, Troubleshooting, Engineering Liaison, Communication. Serve as the critical link between users and the product engineering team. diagnose real production issues”
What You'll Achieve.
resolve issues quickly and correctly; keep everything moving without dropping a single open item; target resolution time under 30 minutes for critical issues; Ensure users can successfully access and operate the platform from day one; keeping a healthcare AI platform running reliably for clinicians and patients
Industry & Context.
diagnose real production issues; resolve problems quickly and correctly; diagnose issues and verify data integrity; Resolve user-facing blockers; Validate fixes and confirm resolution
Submit a short Loom video (1 to 2 minutes) describing your technical background and walking through a specific production issue or user-facing technical problem you diagnosed and resolved independently, Only candidates who submit a Loom video will be moved to the next step of the hiring process.
What They're Looking For.
Must Have
Technical proficiency with comfort navigating production databases using SQL and using custom tools to investigate and resolve issues, written and verbal communication skills: proven ability to explain complex technical issues clearly to both non-technical users and deeply technical engineers, Urgency and ownership: a no-task-too-small mentality with a drive to resolve issues quickly and without needing to be reminded, Highly organized and responsive with the ability to manage multiple open conversations and technical tasks simultaneously, Prior experience in support engineering, software engineering, data engineering, or a highly technical startup support role
Nice to Have
Experience in healthcare technology, RCM, or supporting users in operational healthcare environments, Familiarity with healthcare software platforms such as HCHB or Homecare Homebase, Background working with APIs, integrations, or workflow-based platforms, Experience in a SaaS, AI, or regulated software environment, Prior exposure to IT access management or help desk support workflows
What You'll Do.
Serve as the critical link between users and the product engineering team
diagnose real production issues
navigate technical systems hands-on
partner closely with engineers to resolve problems quickly and correctly
own issues from initial report through to resolution or escalation
communicate clearly with both clinicians and engineers
keep everything moving without dropping a single open item
Monitor support channels and triage incoming issues following established runbooks
Serve as the first technical responder for inbound user issues with a target resolution time under 30 minutes for critical issues
Identify whether issues can be resolved directly or require engineering escalation
Communicate clearly and accurately with both non-technical clinical users and deeply technical engineers
Navigate production databases and run command-line scripts to diagnose issues and verify data integrity
Resolve user-facing blockers without defaulting to escalation when the tools and runbooks support independent resolution
Validate fixes and confirm resolution before closing issues
Translate user pain points into clear
concise technical bug reports for the engineering team
Communicate directly with engineers in dedicated Slack channels and issue trackers
Provide technical context so engineers can move quickly on escalated issues
Follow issues through deployment and confirm user impact post-fix
Facilitate and troubleshoot user onboarding and credentialing workflows
Handle hands-on tasks including account resets
and access management within the product ecosystem
Ensure users can successfully access and operate the platform from day one
Track all active tasks and project support items to ensure no user request or engineering dependency falls through the cracks
Maintain and improve runbooks for triaging and troubleshooting as the company grows
Identify recurring issues and recommend process or product improvements proactively
How You'll Work.
Team & Collaboration
partner closely with engineers to resolve problems quickly and correctly; Communicate directly with engineers in dedicated Slack channels and issue trackers; Provide technical context so engineers can move quickly on escalated issues; direct engineering collaboration
Communication Scope
communicate clearly with both clinicians and engineers; written and verbal communication skills: proven ability to explain complex technical issues clearly to both non-technical users and deeply technical engineers; Communicate clearly and accurately with both non-technical clinical users and deeply technical engineers; showcase your communication skills
Process & Methodology
Track all active tasks and project support items to ensure no user request or engineering dependency falls through the cracks
Full Job Description
We're looking for a **Technical Support Specialist** to serve as the critical link between users and the product engineering team for a fast-growing AI-native healthcare platform. This is not a help desk role and not a purely reactive support position. You will diagnose real production issues, navigate technical systems hands-on, and partner closely with engineers to resolve problems quickly and correctly. You are expected to own issues from initial report through to resolution or escalation, communicate clearly with both clinicians and engineers, and keep everything moving without dropping a single open item. If you have a technical background, a no-task-too-small ownership mentality, and thrive in fast-moving startup environments, this role is a strong fit. ### Why You'll Want to Join * You will be paid in **USD** (bi-monthly: every 15th and 30th) * **Paid Time Off** in accordance with company policy * Observance of **Holidays** per company guidelines * **100% remote setup** so you can work wherever you're most productive * High-visibility role embedded directly with product and engineering teams * Work on a healthcare AI platform where reliability directly impacts real patient outcomes ### What You'll Work On **Technical Triage and First Response** * Monitor support channels and triage incoming issues following established runbooks * Serve as the first technical responder for inbound user issues with a target resolution time under 30 minutes for critical issues * Identify whether issues can be resolved directly or require engineering escalation * Communicate clearly and accurately with both non-technical clinical users and deeply technical engineers **Production Investigation and Troubleshooting** * Navigate production databases and run command-line scripts to diagnose issues and verify data integrity * Resolve user-facing blockers without defaulting to escalation when the tools and runbooks support independent resolution * Validate fixes and confirm resolution b
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