Product Support Specialist

• Empathetic and analytical — you balance user care with data-driven logic.
• Fast and precise — you handle volume without sacrificing quality.
• Technically fluent — you can engage confidently with engineers and users alike.
• Unflappable under pressure — you thrive when stakes are high and time is short.
• Relentlessly curious — every support interaction is a chance to make the product better.
• A bridge-builder — you create clarity and confidence across Product, Engineering, and Customer teams.

What You'll Do:

• Resolve Customer Issues: Diagnose and resolve incoming customer tickets with speed and accuracy — whether technical, functional, or workflow-related.
• Act as the Voice of the User: Identify patterns in feedback, escalate recurring issues, and advocate for user needs within the product team.
• Collaborate with Product & Engineering: Work directly with PMs and engineers to triage bugs, verify fixes, and communicate solutions back to customers.
• Own Product Knowledge: Maintain deep familiarity with Zivian’s platform architecture, data flows, and common edge cases to ensure precise troubleshooting.
• Support Testing & UAT: Partner with Product Managers during shaping and build cycles to validate functionality before release.
• Drive Operational Readiness: Document new product functionality, draft internal FAQs, and train internal stakeholders on feature changes.
• Close the Loop: Track product-related issues through resolution and verify customer satisfaction post-fix.
• Contribute to Learning: Capture insights from support interactions that inform discovery, shaping, and prioritization decisions.
• Build Self-Service Resources: Partner with Marketing or AM to update help content, in-app guidance, and support macros.

What Success Looks Like

• Customer issues are resolved with speed, accuracy, and empathy.
• Feedback loops between Support, Product, and Engineering are tight and actionable.
• Repetitive issues decline because root causes are surfaced and addressed.
• Product launches roll out smoothly with minimal post-release friction.
• Documentation and knowledge bases stay up-to-date and effective.

What you’ll bring:

• 2–5 years in product support, technical support, or customer success for SaaS or healthcare platforms.
• Working knowledge of application architecture concepts (APIs, integrations, data syncs).
• Strong troubleshooting instincts — you find root causes, not just symptoms.
• Exceptional written and verbal communication skills — you translate technical complexity into clarity.
• High accountability and ownership — you follow issues through until resolutionComfort using tools like HubSpot, Jira, GitHub, or similar platforms for ticketing and collaboration.Bonus: experience in healthcare operations, compliance, or healthtech integrations.