Product Support Specialist (Fully Remote)

Breakthrough; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Breakthrough helps physical therapy practices grow by building their websites and providing software, including AI agents, that turns leads into booked patients. They are a growing startup serving about 200 practices, focused on busy clinic owners who need things to just work.

As a Support Engineer, you will be the first line of contact when something isn’t working, fix most issues yourself, and own the knowledge base and AI support.

Qualifications

• Experience troubleshooting client issues using logs and SQL.
• Ability to build self-serve support with a knowledge base and AI tools.
• Clear, warm communication and hands-on experience with AI tools.

Responsibilities

• Troubleshoot client issues using logs and SQL, reproduce problems, and escalate real defects.
• Build self-serve support with a strong knowledge base and AI tools.
• Coordinate website builds and test new releases before clients see them.

Skills

SQL skills

Troubleshooting

AI tools usage

Tools

AI tools

Job description

• You'll be the first person clients reach when something isn't working, and you'll fix most issues yourself.
• You'll take technical work off CSMs' plates and own the knowledge base and AI support.

What You'll Do:

• Troubleshoot client issues using logs and SQL, reproduce problems, and escalate real defects.
• Build self-serve support with a strong knowledge base and AI tools.
• Coordinate website builds and test new releases before clients see them.

What You Bring:

• Working SQL skills and a troubleshooting instinct.
• Clear, warm communication and hands-on experience with AI tools.

How We'll Measure Success:

• Share of client questions answered through self-serve, without a ticket.
• Share of tickets you resolve without escalating and average time to root cause.

Breakthrough

Breakthrough helps physical therapy practices grow by building their websites and providing software, including AI agents, that turns leads into booked patients. They are a growing startup serving about 200 practices, focused on busy clinic owners who need things to just work.