Product Support Specialist (Remote - US)

Jobgether; United States; Remote; Full time

Job summary

A leading company seeks a remote Product Support Specialist in the US to support healthcare SaaS solutions. You will troubleshoot software issues, collaborate with cross-functional teams, and contribute to documentation—all while ensuring excellent user support experiences in a critical industry.

Benefits

Competitive hourly rate

Fully remote work opportunity

Meaningful work in healthcare

Dynamic team culture

Professional growth opportunities

Qualifications

• 2-4 years experience in customer or product support, ideally in SaaS or healthcare.
• Strong troubleshooting and communication skills required.
• Solid documentation skills with proactive support process improvements.

Responsibilities

• Respond to and resolve advanced support inquiries for healthcare SaaS products.
• Document cases in Salesforce and contribute to internal knowledge bases.
• Collaborate across teams using Jira Service Desk for escalations.

Skills

Troubleshooting

Analytical thinking

Customer-first mindset

Clear communication

Proactive issue resolution

Education

High school diploma

Bachelor's degree or equivalent experience

Tools

Salesforce

Microsoft Teams

Slack

Five9

Jira

Job description

Product Support Specialist (Remote - US)

Product Support Specialist (Remote - US)

Get AI-powered advice on this job and more exclusive features.

This position is posted by Jobgether on behalf of ZOLL. We are currently looking for a Product Support Specialist in the United States.

As a Product Support Specialist, you'll play a key role in supporting critical SaaS solutions used by healthcare providers across emergency and acute care settings. In this remote role, you'll troubleshoot complex software issues, contribute to improving internal documentation, and ensure users receive top-tier support experiences. You'll work closely with cross-functional teams while growing your technical and analytical skills in a fast-paced, mission-driven environment where every case resolved directly supports patient care and operational efficiency.

Accountabilities:

• Respond to and resolve advanced support inquiries related to healthcare SaaS products, using established troubleshooting frameworks such as the ZOLL Diagnostic Method (ZDM)
• Analyze billing, workflow, and product functionality issues; identify root causes and implement timely, effective solutions
• Document cases thoroughly in Salesforce and contribute new insights to internal knowledge bases (Salesforce and Confluence)
• Collaborate across teams—such as Software Support, R&D, and Product—using Jira Service Desk when escalations are needed
• Partner with internal teams like Implementation, Account Management, and Sales to ensure seamless client support
• Contribute to a collaborative support culture by guiding junior team members and actively participating in peer knowledge sharing
• Deliver professional, empathetic service that prioritizes both speed and accuracy to resolve customer challenges
  
  
  

Requirements

• 2-4 years of experience in customer or product support, ideally within SaaS or healthcare software environments
• Strong troubleshooting and analytical thinking skills, with clear written and verbal communication
• Solid documentation skills and a proactive approach to issue resolution and support process improvements
• Proficiency with tools such as Salesforce, Microsoft Teams, Slack, and Five9; familiarity with Power BI and Jira is a plus
• Comfort working in Windows environments, with basic knowledge of software installation and upgrades
• High school diploma required; a bachelor's degree or equivalent experience is preferred
• A customer-first mindset with the ability to work independently and collaboratively in a remote team setting
  
  
  

Benefits

• Competitive hourly rate: $18-$28/hour (based on experience, location, and skills)
• Fully remote work opportunity (or on-site in Colorado, if preferred)
• Meaningful work in the healthcare and emergency services industry
• Dynamic, collaborative team culture
• Professional growth and learning opportunities
• Equal opportunity employer committed to diversity and inclusion
  
  
  

Jobgether is a Talent Matching Platform that partners with companies worldwide to efficiently connect top talent with the right opportunities through AI-driven job matching.

When you apply, your profile goes through our AI-powered screening process designed to identify top talent efficiently and fairly.

Our AI evaluates your CV and LinkedIn profile thoroughly, analyzing your skills, experience, and achievements.

It compares your profile to the job's core requirements and past success factors to determine your match score.

Based on this analysis, we automatically shortlist the 3 candidates with the highest match to the role.

When necessary, our human team may perform an additional manual review to ensure no strong profile is missed.

The process is transparent, skills-based, and free of bias — focusing solely on your fit for the role. Once the shortlist is completed, we share it directly with the company that owns the job opening. The final decision and next steps (such as interviews or additional assessments) are then made by their internal hiring team.

Thank you for your interest!

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Product Management

• Industries

  Non-profit Organizations and Primary and Secondary Education

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