TechnicalSupportSpecialist(SaaS&AI)

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