[Hiring] Associate Technical Support Specialist @Hinge Health

Role Description

Every day, thousands of people begin their Hinge Health journey — and their very first experience with our technology shapes whether they'll stick with a program that can reduce pain by 68% and prevent unnecessary surgeries. As an Associate Technical Support Specialist, you are the frontline advocate who removes technical barriers so our members can focus on what matters: getting better. You'll diagnose hardware and software issues, guide new members through onboarding, and ensure that every interaction reflects the warmth and clinical excellence Hinge Health is known for. If you're energized by solving problems quickly, communicating with empathy, and supporting a mission that transforms lives, this role was made for you.

What You'll Accomplish

• In your first 3 months:
  • Develop foundational knowledge of Hinge Health products, common technical challenges, and troubleshooting techniques through structured onboarding and shadowing.
  • Begin handling member inquiries via phone, email, and chat under guidance, consistently meeting quality and response-time standards.
  • Build relationships with teammates and cross-functional stakeholders to understand escalation paths and resolution workflows.
• In your first 6 months:
  • Independently diagnose, investigate, document, and resolve member problems related to Hinge Health hardware and software products.
  • Conduct thorough root cause analysis and contribute insights to improve knowledge-base articles and troubleshooting guides.
  • Consistently meet key organizational metrics for quality, productivity, and member satisfaction.
• In your first year:
  • Serve as a reliable resource for peers on complex troubleshooting scenarios, helping elevate the team's collective capability.
  • Proactively identify recurring technical patterns and recommend process improvements to reduce member friction.
  • Demonstrate mastery across all support channels, contributing to a best-in-industry member experience.

Qualifications

• A Learn-it-all: You approach unfamiliar technical challenges with curiosity and a growth mindset, quickly building expertise in new tools and products.
• An Effective Communicator: You convey complex technical information with clarity, warmth, and empathy — whether on a phone call, in an email, or over chat.
• Accountable: You take ownership of every member interaction, following through until the issue is fully resolved and the member is set up for success.
• Resilient & Adaptable: You thrive in a fast-paced, evolving environment and can juggle multiple tasks simultaneously without losing attention to detail.

Requirements

• 1+ year of technical troubleshooting, IT help desk, or software/hardware support experience.
• Excellent written and verbal communication skills with a member-facing orientation.
• Demonstrated ability to multitask across phone, email, and chat queues effectively.
• Proficiency in conducting root cause analysis for technical issues and strong analytical/problem-solving skills.
• Flexibility with schedule — work hours based on business needs and may include nights and weekends.
• Ability to work effectively in a remote environment with excellent punctuality and proactive communication.
• Fluency in Spanish (written and verbal).

Preferred Requirements

• Experience with customer support tools (e.g., Zoom, Freshdesk, Salesforce).
• Familiarity with mobile and/or data management tools (e.g., Mixpanel, JIRA, Tableau, Auth0, Esper MDM).
• Healthcare background and/or previous healthcare tech experience, especially at a startup.
• Familiarity with PHI/PII compliance standards for healthcare users.
• Technical support or logistics experience with medical devices & hardware.
• Bilingual (Spanish or French).

Benefits

• Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.
• Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.
• Modern life stipends: Manage your own learning and development.