Remote Tech Support Engineer, SaaS Telephony (West Coast)

Spruce Health, Inc.; San Francisco (CA); Remote; USD 80,000 - 120,000; Full time

Job summary

Spruce Health, Inc. is seeking a Technical Support Engineer to join our remote customer operations team.

You will provide technical assistance to medical professionals, act as an escalation layer to engineering, and help ensure our platform runs smoothly for new and existing customers. You will resolve complex issues across video, email, and chat, document solutions, and become an expert on Spruce telephony and related API tools.

Qualifications

• 2+ years experience in a customer-facing, problem-solving support role.
• Experience in customer support for a SaaS or highly technical product.
• Exceptional communication skills, both written and verbal.
• Passion for helping others and a high degree of empathy for our customers.

Responsibilities

• Resolve complex customer issues synchronously (video) and asynchronously (email/chat).
• Partner with the Engineering team to resolve escalated technical issues.
• Own and manage the ticketing system for prioritized customer issues.
• Collaborate with external partners and customers to resolve upstream and downstream issues.
• Document solutions to common problems and share with the team.
• Become an expert on Spruce telephony (VoIP, number porting, API, etc).
• Serve as IT support for internal Spruce employees and equipment setup.
• Contribute to weekend support coverage 2-4 times a year.

Skills

Customer-facing

SaaS support

Communication

Problem-solving

Tech-savvy

Organized

Detail-oriented

Self-starter

Tools

SQL

Git

Unix

Scripting

Job description

Spruce Health, Inc. is seeking a Technical Support Engineer to join our remote customer operations team.

You will provide technical assistance to medical professionals, act as an escalation layer to engineering, and help ensure our platform runs smoothly for new and existing customers. You will resolve complex issues across video, email, and chat, document solutions, and become an expert on Spruce telephony and related API tools.