[Hiring] Product Support Specialist @ArcHouse

Role Description

Our customers rely on ArcHouse while caring for patients and families at end of life, so when something doesn't work, it affects care as well as operations. We believe support should feel like an extension of the product: fast, clear, and careful. As a Product Support Specialist, you'll be the person that our customers reach when they need help. You'll also shape the product by turning what you hear into insight our engineering and product teams act on.

• Support clinicians, care teams, and health system admins after go-live, working alongside the Implementation Managers who own onboarding: account and user setup, permissions, SSO, and day-to-day how-to questions.
• Investigate and resolve inbound issues across Pylon, email, in-app chat, phone, shared Slack channels, adapting your explanation to a nurse on shift or an IT lead.
• Troubleshoot technical problems using our APIs, SQL, and application logs, then reproduce bugs across browsers, devices, and customer environments.
• Partner with engineering to document, prioritize, and verify fixes, writing tickets clear enough to act on without a follow-up.
• Handle protected health information (PHI) with care, following HIPAA and our security policies in every interaction, from minimum-necessary access to secure data sharing.
• Surface trends and insights from customer feedback to inform product decisions.
• Write and maintain help center articles and internal runbooks.
• Lead select projects that improve the support experience, internal knowledge sharing, and support operations.

Qualifications

• 2+ years in customer or technical support for a B2B software product, ideally SaaS.
• Excellent written and verbal communication, with the ability to explain technical issues plainly to clinical and non-technical users.
• Hands-on experience with APIs and writing SQL queries to investigate issues.
• Ability to identify the root cause of an issue from logs, data, and API responses, not just the symptom.
• Experience working directly with customers to reproduce issues, then writing clear, complete tickets engineering can act on without a follow-up.
• Experience handling sensitive data under HIPAA or a similar framework (SOC 2, GDPR), and good judgment about when to escalate.
• Calm, organized, and thorough under pressure; you know a clinician's problem often can't wait.
• Curiosity about healthcare and how clinical teams work.

Requirements

• Experience supporting health system customers, or working in or alongside clinical settings (nice to have).
• Familiarity with EHR systems, HL7/FHIR, or SSO/SAML setups (nice to have).
• Experience with Pylon or similar B2B support tools (nice to have).

Benefits

• Competitive salary and equity.
• Health, dental, and vision insurance.
• Fully remote work environment with setup stipend.
• Unlimited PTO.
• Regular team events and off-sites.