Remote Healthcare Tech Support Specialist

Openkrill; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Beacon Biosignals is seeking a Customer Experience Specialist to join the team and support healthcare professionals, sleep laboratories, and IT teams across remote environments. You will resolve a range of issues from account access to complex software and device problems, working with cross-functional teams to ensure timely, effective solutions.

The role emphasizes ownership, troubleshooting beyond scripts, and clear communication, with remote work options and potential travel as needed.

Qualifications

• 3+ years of professional experience, including at least 2 years providing direct technical support to external customers, healthcare users, or end users.
• Demonstrated experience providing direct customer-facing technical support, including troubleshooting with customers by phone, video, screen sharing, or similar real-time support channels.
• Demonstrated technical troubleshooting experience involving software, hardware, connected devices, Windows environments, or customer computing environments.
• Working knowledge of SQL, including the ability to construct and execute queries to investigate data, customer issues, or application behavior.
• Experience investigating technical problems beyond scripted troubleshooting, including identifying variables, reproducing issues, gathering technical evidence, reviewing logs or system information, documenting findings, and determining appropriate next steps.
• Experience working in a high-volume support environment while maintaining ownership, documentation quality, responsiveness, and customer follow-through.
• Exceptional customer-facing communication skills, including the ability to communicate professionally with both technical and nontechnical audiences.
• Demonstrated ability to remain calm, adaptable, and sol

Responsibilities

• Serve as a responsive and professional 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, balancing responsiveness with thoughtful investigation, ownership, and resolution.
• Take ownership of customer issues from initial contact through resolution whenever possible, including both frontline support and technically complex problems.
• Independently troubleshoot Beacon software, medical devices, user accounts, customer workflows, and customer computing environments.
• Troubleshoot Windows environments, including Device Manager, drivers, device recognition, connectivity, browser behavior, and related environmental issues.
• Work confidently and professionally with customer IT teams to investigate technical barriers and move issues toward resolution.
• Investigate software problems by reproducing reported behavior, gathering relevant logs and technical details, identifying variables, documenting reproduction steps, and distinguishing customer-environment issues from potential product defects.
• Use available technical tools, SQL, data, logs, and system information to investigate problems rather than relying solely on scripted troubleshooting.
• Own technical issues through resolution whenever possible, engaging Tier 2, Product, Engineering, Systems Integration, or other specialized teams when deeper system access or expertise is required.
• When additional technical expertise is required, provide clear reproduction steps, technical evidence, customer context, troubleshooting already performed, and operational impact to support efficient resolution.
• Remain equally willing to answer phones, assist with account access, provision users, support devices and ordering workflows, and resolve everyday customer questions.
• Develop a strong working understanding of Beacon's products, devices, technical environment, and customer workflows sufficient to troubleshoot effectively without being responsible for software development or engineering.
• Translate effectively between customers and technical teams, explaining technical concepts clearly to nontechnical users while accurately representing customer workflows and operational impact internally.
• Recognize when product or technical behavior is disrupting a customer's clinical or operational workflow and communicate that impact effectively to internal stakeholders.
• Identify recurring issues, trends, and friction points and help move the organization toward scalable, systemic solutions rather than treating every customer interaction as an isolated event.
• Maintain clear, accurate, and timely documentation within Beacon's CRM, ticketing, quality, and operational systems.
• Contribute to internal knowledge resources, troubleshooting guides, customer-facing documentation, and scalable support processes.
• Participate in customer onboarding, training, demonstrations, account follow-up, and other customer lifecycle activities as experience and business needs warrant.
• Provide actionable customer and workflow feedback to Product and Engineering teams to help improve Beacon's systems and customer experience.
• Collaborate effectively across Customer Experience, Clinical, Sales, Systems Integration, Product, Engineering, Quality, Operations, and other teams while maintaining ownership of the customer experience.
• Demonstrate calm judgment, adaptability, curiosity, empathy, and professionalism when working with customers experiencing urgent, complex, or frustrating problems.
• Consistently meet or exceed individual and team goals while demonstrating readiness for expanded responsibilities and growth opportunities as Beacon continues to scale.

Skills

Customer facing communication

Technical troubleshooting

Cross-functional collaboration

Documentation

Tools

SQL

Job description

Beacon Biosignals is seeking a Customer Experience Specialist to join the team and support healthcare professionals, sleep laboratories, and IT teams across remote environments. You will resolve a range of issues from account access to complex software and device problems, working with cross-functional teams to ensure timely, effective solutions.

The role emphasizes ownership, troubleshooting beyond scripts, and clear communication, with remote work options and potential travel as needed.