[Hiring] Senior Technical Support Representative @Healthie

Role Description

We’re hiring a Senior Technical Support Representative (10am - 6pm PT) to help us provide exceptional product support and after-sales follow through to Healthie’s customers.

• Provide fast and painless customer support via email.
• Troubleshoot potential bugs and document feature requests.
• Analyze customer data and help customers get started with the product.
• Collaborate with the team to elevate the voice of the customer at Healthie.
• Occasionally hop on the phone to assist customers directly.
• Focus on doing what’s in the best interest of customers without being overburdened by quotas or unnecessary processes.
• Provide hands-on and human-led support without AI tooling in front of customers.

Qualifications

• 5-8 years of experience in similar customer-facing roles at a software as a service business.
• Confidence with queue work and a unique toolkit for quick adaptation.
• Experience in a healthcare technology company is a bonus.
• Full-spectrum generalist with a strong foundational understanding of:
• Single sign-on
• Billing and invoicing
• Modern browsers (plus developer tools) and mobile operating systems
• Email deliverability
• DNS records
• Reading log files of any kind
• Excellent writing skills to simplify complex subjects.
• Organized and self-directed, thriving in an independent work environment.
• Proactive in problem-solving and eager to learn and grow.
• Familiarity with tools like Help Scout, Stripe, Sendgrid, Mixpanel, Shortcut, and Sumo Logic.
• Desire to be part of the support team long-term.

Requirements

• This is a full-time, remote position; U.S. work authorization is required.
• Work schedule: Monday-Friday, 10am-6pm PT.
• Fluent English speakers/writers are sought.
• Salary range: $93,000 - $102,500.
• Availability to work a few shifts during holidays, with a simple process for signing up for holiday coverage.

Benefits

• Support coverage on all holidays with compensatory time off.

Interview Process

• Quick chat with Katie, VP of Talent (15 minutes)
• Interview with Justin, VP of Customer Support (30 minutes)
• Talk with Support leads: Fran and Bailey (30 minutes)
• Interview with Lain, Director of Support (30 minutes)
• Final session with Justin (30 minutes)
• Reference checks