Remote Healthcare Tech Support Specialist

Beacon Biosignals; Cleveland, Boston (OH, MA); Hybrid; USD 66,000 - 74,000; Full time

Job summary

Beacon Biosignals is seeking a Customer Experience Specialist for a fully remote, U.S.-based role. You will join a high-volume support team, handling frontline inquiries and technical troubleshooting across Beacon software, devices, and clinical workflows.

You will investigate issues, gather evidence, reproduce steps, and collaborate with Product and Engineering when deeper expertise is required. Experience in healthcare tech and patient data workflows is highly valued.

Qualifications

• 3+ years of professional experience, including at least 2 years providing direct technical support to external customers.
• Direct customer-facing technical support experience via phone, video, screen sharing, or similar real-time channels.
• Technical troubleshooting experience across software, hardware, and customer computing environments.
• Working knowledge of SQL, including constructing and executing queries.
• Experience in high-volume support with ownership, documentation quality, and customer follow-through.
• Excellent written and verbal communication with customers and cross-functional teams.

Responsibilities

• Serve as a responsive point of contact for customers through phone, ticket, email, virtual meetings, and other support channels.
• Provide reliable coverage in a high-volume customer support environment.
• Take ownership of customer issues from initial contact through resolution where possible.
• Independently troubleshoot Beacon software, medical devices, user accounts, and customer environments.
• Collaborate with customer IT teams to investigate barriers and move issues toward resolution.
• Reproduce issues, gather logs, document steps, and distinguish customer-environment issues from product defects.
• Use SQL, data, logs, and system information to investigate problems beyond scripted troubleshooting.
• Own issues through resolution and escalate to Tier 2, Product, Engineering as needed.

Skills

SQL

Technical troubleshooting

Customer support

Job description

Beacon Biosignals is seeking a Customer Experience Specialist for a fully remote, U.S.-based role. You will join a high-volume support team, handling frontline inquiries and technical troubleshooting across Beacon software, devices, and clinical workflows.

You will investigate issues, gather evidence, reproduce steps, and collaborate with Product and Engineering when deeper expertise is required. Experience in healthcare tech and patient data workflows is highly valued.