[Hiring] Technical Support Specialist @Hire Overseas

Role Description

We're looking for a Technical Support Specialist to serve as the critical link between users and the product engineering team for a fast-growing AI-native healthcare platform. This is not a help desk role and not a purely reactive support position.

• Diagnose real production issues, navigate technical systems hands-on, and partner closely with engineers to resolve problems quickly and correctly.
• Own issues from initial report through to resolution or escalation.
• Communicate clearly with both clinicians and engineers, keeping everything moving without dropping a single open item.

What You'll Work On

• Technical Triage and First Response
  • Monitor support channels and triage incoming issues following established runbooks.
  • Serve as the first technical responder for inbound user issues with a target resolution time under 30 minutes for critical issues.
  • Identify whether issues can be resolved directly or require engineering escalation.
  • Communicate clearly and accurately with both non-technical clinical users and deeply technical engineers.
• Production Investigation and Troubleshooting
  • Navigate production databases and run command-line scripts to diagnose issues and verify data integrity.
  • Resolve user-facing blockers without defaulting to escalation when the tools and runbooks support independent resolution.
  • Validate fixes and confirm resolution before closing issues.
• Engineering Liaison
  • Translate user pain points into clear, concise technical bug reports for the engineering team.
  • Communicate directly with engineers in dedicated Slack channels and issue trackers.
  • Provide strong technical context so engineers can move quickly on escalated issues.
  • Follow issues through deployment and confirm user impact post-fix.
• User Onboarding and Access Management
  • Facilitate and troubleshoot user onboarding and credentialing workflows.
  • Handle hands-on tasks including account resets, permission changes, and access management within the product ecosystem.
  • Ensure users can successfully access and operate the platform from day one.
• Action Item and Documentation Management
  • Track all active tasks and project support items to ensure no user request or engineering dependency falls through the cracks.
  • Maintain and improve runbooks for triaging and troubleshooting as the company grows.
  • Identify recurring issues and recommend process or product improvements proactively.

Qualifications

• Technical proficiency with comfort navigating production databases using SQL and using custom tools to investigate and resolve issues.
• Strong written and verbal communication skills: proven ability to explain complex technical issues clearly to both non-technical users and deeply technical engineers.
• Urgency and ownership: a no-task-too-small mentality with a drive to resolve issues quickly and without needing to be reminded.
• Familiarity with modern support and productivity tooling such as Slack, Linear, HelpScout, or Notion.
• Highly organized and responsive with the ability to manage multiple open conversations and technical tasks simultaneously.
• Prior experience in support engineering, software engineering, data engineering, or a highly technical startup support role.

Nice to Have

• Experience in healthcare technology, RCM, or supporting users in operational healthcare environments.
• Familiarity with healthcare software platforms such as HCHB or Homecare Homebase.
• Background working with APIs, integrations, or workflow-based platforms.
• Experience in a SaaS, AI, or regulated software environment.
• Prior exposure to IT access management or help desk support workflows.

How to Apply

• Please include your updated resume.
• A short Loom video (1 to 2 minutes) describing your technical background and walking through a specific production issue or user-facing technical problem you diagnosed and resolved independently.
• Only candidates who submit a Loom video will be moved to the next step of the hiring process.

Application Process Overview

• Initial Application - Submit your application and complete our prequalifying questions.
• Video Introduction - Record a video introduction to showcase your communication skills and work experience.
• Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable).
• Recruitment Interview - Initial screening with our talent team.
• Executive Interview - Meet with senior leadership to discuss role alignment.
• Client Interview - Final interview with the client team you'd be supporting.
• Background & Reference Check - Professional reference verification.
• Job Offer - Successful candidates receive a formal offer to join the team.