Product Support Specialist

Vitalize

United States

Remote

USD 70,000 - 100,000

Full time

14 days+

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Benefits offered by this job

Health insurance

401(k) match

Flexible PTO

Travel budget

Off-sites

Free meals

Desk stipend

Commuter benefits

Wellness stipend

Job summary

Vitalize is seeking a Product Support Specialist to expand our East Coast coverage, delivering prompt support for complex technical user issues and collaborating with Engineering, Product, and Customer Experience to scale our support operations.

You’ll analyze trends, drive CSAT and FRT improvements, contribute to AI-assisted support strategies, and create self-service documentation to empower users and reduce escalations.

Qualifications

3+ to 7+ years in a technical support role with escalations.
Strong problem-solving and ability to diagnose complex issues.
Proven ability to influence cross-functional partners to drive product improvements.
Experience owning portions or whole projects and improving processes.
Excellent written and verbal communication with ability to document workflows.
High autonomy in ambiguous environments.

Responsibilities

Lead escalation support for go-to market teams and collaborate with Eng, Product, and Ops.
Analyze trends and customer feedback to identify root causes and drive improvements.
Drive CSAT, FRT, and First Contact Resolution metrics using data-driven insights.
Help develop and implement AI-augmented support strategy.
Create and refine internal/external documentation for self-service.
Develop deep product knowledge and participate in feedback loops to improve quality.
Scale support operations to maintain high service standards as the company grows.

Skills

Escalated issue troubleshooting

Cross-functional collaboration

Project ownership

Documentation & coaching

Analytical data skills

Autonomy in ambiguity

Tools

Salesforce

Zendesk

Pylon

SQL databases

LLMs

Job description

About Vitalize

Our Vision: Unlock Healthcare's Full Capacity

Hospitals run on three things: their people, their beds, and their supplies… and all are still managed within spreadsheets, phone calls, and gut instinct. Vitalize is building the system that runs it all intelligently, starting with labor — the biggest cost (nearly 60% of a hospital’s P&L) and the hardest operational problem.

The impact is real: we save hospitals millions in unnecessary labor spend, give clinical leaders back 10–20 hours every week, and are often the reason staff and leaders stay. This isn't a nice-to-have: our customers pay 5–15x more than legacy incumbents because Vitalize is mission-critical software their hospitals rely on every single minute.

We've raised over $32M from top investors, and even our own customers.

Our Values

We hire and grow everyone against the same four values. Each one comes from a real Vitalize story - interview with us to hear them!

Push the Car.
Premier 1K.
Run Towards the Ugly.
Think Bigger Fridays.

And read more about our founder’s thoughts about building a team here:

https://vitalize.care/blog/our-thoughts-on-building-a-team

About The Role:

This is Vitalize’s first support role dedicated to expanding our support offerings to Eastern time. As a Product Support Specialist at Vitalize, you will play a key role in driving improvements to our support processes, product quality, and operational efficiency. This role goes beyond addressing escalated customer questions. It’s about strategically enhancing the way we scale our support operations. You’ll take ownership of delivering prompt support to complex technical user issues and collaborate across teams, including Engineering, Product, and Customer Experience, to resolve them efficiently and effectively.

You’ll leverage your technical expertise, particularly in analyzing trends and reports to identify and address root causes of customer escalations. Your ability to work cross-functionally will ensure that customer feedback translates into actionable improvements, not only for support processes but also for the broader product experience. In this role, you'll help drive continuous improvements that contribute to better customer experiences, optimize key metrics like Customer Satisfaction (CSAT), and First Response Times (FRT) as we continue to scale.

What You'll Achieve:

Be Vitalize’s first east coast support specialist expanding service hours starting at 8AM Eastern time.
Act as the primary point of escalation for our go-to market teams, leveraging your expertise to troubleshoot, and collaborate with Engineering, Product, and Operations teams to resolve user problems.
Drive continuous improvement initiatives focused on key performance metrics such as CSAT, FRT, First Contact Resolution Rate, and SLA compliance, using data-driven insights to optimize support processes.
Support the development and implementation of an AI augmented support strategy
Create and refine internal and external documentation to empower users with self-service options, reducing reliance on support teams and enhancing overall efficiency.
Develop deep product and platform expertise, working cross-functionally to diagnose and prevent recurring issues while contributing to feedback loops that improve both product quality and support workflows.
Strategically scale and optimize support operations to enhance efficiency, improve the user experience, and maintain high standards of service as Vitalize grows.

Skills You'll Need to Bring:

3-7+ years in a support capacity focusing on escalated issues and/or technical troubleshooting. A track record of contributing to performance metrics like CSAT and response times.
Exceptional problem-solving skills capable of diagnosing complex technical issues, querying data, and reviewing product logs. You can drive problems to resolution efficiently and effectively.
Proven ability to influence and collaborate with cross-functional partners (i.e. Engineering, Product, and Operations) to drive long-term solutions and ensure customer feedback informs product improvements.
Experienced owning portions or entire projects, with a focus on optimizing processes, workflows, and support operations to drive performance improvements. You have strong organizational skills to manage multiple tasks in a fast-paced environment.
Excellent written and verbal communication skills. You are capable of distilling complex, technical material into readily digestible instructions and explanations. Experience supporting the product feedback loop by providing high-quality bug and feedback reports. Able to create and refine documentation to empower users with self-service options and support agents to leverage for greater efficiency.
High level of autonomy while working in ambiguous situations.

Nice to Haves:

Experience working with support tooling and automations.
Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes.

Experience with tools and technologies like Salesforce, Zendesk, Pylon, SQL databases, and LLMs.

Benefits: