[Hiring] Product Support Specialist I @Prenuvo

Role Description

We are looking for a motivated Product Support Specialist I to join our team. You have a passion for understanding and supporting your users, and you take pride in resolving their problems quickly and clearly. You thrive in fast-paced environments where no two days are the same, working through a queue of incoming requests, reproducing and documenting issues, and partnering with engineering and clinical teams to get users back on track. You are passionate about supporting products that make a meaningful impact on the lives of thousands of people and their health.

This role does not provide visa sponsorship. Applicants must be legally authorized to work in the United States at the time of hire and must not require employer sponsorship for a work visa (current or future).

Help reshape the world through proactive healthcare while working with cutting-edge technology and high performing teams with deep expertise - join us to make a difference in people’s lives!

What You’ll Do

• Serve as the first point of contact for our clinical and operational teams, responding to requests through our ticketing system.
• Triage incoming tickets by severity and impact, resolving what you can directly and driving every issue to resolution within SLA targets.
• Reproduce reported problems, gather the details engineering needs, and write clear, well-documented defect reports.
• Escalate issues that require deeper engineering investigation and work to drive resolutions.
• Support incident response by gathering information from affected users, updating status pages, and communicating impact in plain language.
• Troubleshoot issues and action steps from runbooks, address FAQs, and use canned responses from Confluence so common issues get resolved faster.
• Investigate issues using internal admin tools, dashboards, and application logs and work with team members.
• Identify trends in recurring tickets and surface patterns to engineering and product teams to drive systemic improvements.
• Support improvements to key metrics such as first response time, resolution time, and ticket volume.
• Operate within our Quality System, creating and updating records that support our regulated Medical Devices.
• Exercise strong judgment on privacy-sensitive cases including entangled patient profiles, merge requests, and data integrity issues.

Qualifications

• 1-2 years of experience in product support, technical support, or a help desk role supporting a software product.
• A service mindset: you genuinely enjoy helping users and take ownership of an issue until it is resolved.
• Experience working a queue in a ticketing system such as Jira, Zendesk, or Freshdesk, and managing requests against SLA targets.
• Strong troubleshooting instincts: you ask good questions, reproduce issues methodically, and know when to escalate.
• Comfort navigating web applications, reading error messages, and using browser developer tools at a basic level.
• Experience writing support documentation such as knowledge base articles, FAQs, and step-by-step guides.
• Calm under pressure with strong prioritization skills, comfortable managing competing urgent requests simultaneously.
• Outstanding communication skills with the ability to work collaboratively in remote/async environments and translate technical issues for non-technical audiences.
• An excitement to learn new products and technologies on the job.
• Bachelor's Degree in Computer Science or a related field, equivalent experience, or evidence of exceptional ability.

Nice To Have

• Experience supporting healthcare products or working in privacy-sensitive environments.
• Exposure to observability or monitoring tools such as Datadog or Sentry.
• Basic experience with browser DevTools, SQL for pulling data, and using Postman for API requests.

What We Offer

• An avenue to make a positive impact on people's lives and their health.
• We believe in preventative healthcare for everyone, including our team - Prenuvo provides free, whole-body scans to each team member.
• Growth opportunities are at the heart of our people journey, we’re doing big things with bright minds - there is no single path to success, it can be shaped along the way.
• Building strong relationships is at the core of everything we do - our team gets together each week to connect, share, and socialize.
• Recognizing time away to restore is vital to our wellbeing - we have a flexible vacation policy and we will encourage you to use it.
• Prenuvo offers a 401(k) retirement savings plan to eligible employees, allowing team members to make pre-tax contributions toward their retirement. While Prenuvo facilitates access to the plan, the company does not currently offer matching contributions.
• We offer a comprehensive benefits package including health, dental, vision, including Mental Health coverage, to support you and your family.
• The base salary for this role ranges from $57,375-$67,500 in local currency, depending upon experience and geographic location.