Product Support Specialist I - Shape Proactive Healthcare

Prenuvo; San Diego (CA); On-site; USD 57,000 - 68,000; Full time

Benefits offered by this job

Free whole-body scans

Growth opportunities

Flexible vacation policy

401(k) retirement plan

Health, dental, vision coverage

Job summary

Prenuvo is seeking a Product Support Specialist I to join our team in delivering fast, clear, and customer-focused support for our healthcare software platform. You will triage, reproduce, and document issues, collaborating with engineering and clinical teams to resolve problems quickly and maintain high standards of privacy and quality.

The role emphasizes strong communication, efficient ticket handling, and continuous improvement of support processes.

Qualifications

• 1-2 years in product/technical support or help desk for software products
• Experience working a queue in a ticketing system and meeting SLAs
• Strong communication and ability to translate technical issues for non-technical audiences

Responsibilities

• Serve as the first point of contact for clinical and operational teams via ticketing system
• Triage tickets by severity, resolve where possible, and drive remaining issues to SLA-compliant resolution
• Reproduce reported problems, gather engineering details, and write clear defect reports
• Escalate issues needing deeper engineering investigation and drive resolutions
• Support incident response by updating stakeholders with status and impact
• Troubleshoot using runbooks, FAQs, and Confluence canned responses to speed resolution
• Investigate issues with internal tools, dashboards, and logs with team members
• Identify recurring ticket trends and surface patterns to improve products
• Support improvements to key metrics like first response time and ticket volume
• Operate within our Quality System by creating/updating records for Medical Devices

Skills

Product support exp

Ticketing systems

Communication skills

Troubleshooting

Privacy awareness

Education

Bachelor's degree in CS or related field

Tools

Jira

Zendesk

Freshdesk

Job description

Prenuvo is seeking a Product Support Specialist I to join our team in delivering fast, clear, and customer-focused support for our healthcare software platform. You will triage, reproduce, and document issues, collaborating with engineering and clinical teams to resolve problems quickly and maintain high standards of privacy and quality.

The role emphasizes strong communication, efficient ticket handling, and continuous improvement of support processes.