Product Support Specialist

About Vitalize Our Vision:
Unlock Healthcare's Full Capacity

Hospitals run on three things: their people, their beds, and their supplies… and all are still managed within spreadsheets, phone calls, and gut instinct. Vitalize is building the system that runs it all intelligently, starting with labor — the biggest cost (nearly 60% of a hospital’s P&L) and the hardest operational problem.

The impact is real: we save hospitals millions in unnecessary labor spend, give clinical leaders back 10–20 hours every week, and are often the reason staff and leaders stay. This isn't a nice-to-have: our customers pay 5–15x more than legacy incumbents because Vitalize is mission-critical software their hospitals rely on every single minute.

• We've raised over $32M from top investors, and even our own customers.

We hire and grow everyone against the same four values. Each one comes from a real Vitalize story - interview with us to hear them!

• Push the Car.

• Premier 1K.

• Run Towards the Ugly.

• Think Bigger Fridays.

And read more about our founder’s thoughts about building a team here:

(Use the "Apply for this Job" box below).-team

This is Vitalize’s first support role dedicated to expanding our support offerings to Eastern time. As a Product Support Specialist at Vitalize, you will play a key role in driving improvements to our support processes, product quality, and operational efficiency. This role goes beyond addressing escalated customer questions. It’s about strategically enhancing the way we scale our support operations. You’ll take ownership of delivering prompt support to complex technical user issues and collaborate across teams, including Engineering, Product, and Customer Experience, to resolve them efficiently and effectively.

You’ll leverage your technical expertise, particularly in analyzing trends and reports to identify and address root causes of customer escalations. Your ability to work cross-functionally will ensure that customer feedback translates into actionable improvements, not only for support processes but also for the broader product experience. In this role, you'll help drive continuous improvements that contribute to better customer experiences, optimize key metrics like Customer Satisfaction (CSAT), and First Response Times (FRT) as we continue to scale.

• Be Vitalize’s first east coast support specialist expanding service hours starting at 8AM Eastern time.

• Act as the primary point of escalation for our go-to market teams, leveraging your expertise to troubleshoot, and collaborate with Engineering, Product, and Operations teams to resolve user problems.

• Drive continuous improvement initiatives focused on key performance metrics such as CSAT, FRT, First Contact Resolution Rate, and SLA compliance, using data-driven insights to optimize support processes.

• Support the development and implementation of an AI augmented support strategy

• Create and refine internal and external documentation to empower users with self-service options, reducing reliance on support teams and enhancing overall efficiency.

• Develop deep product and platform expertise, working cross-functionally to diagnose and prevent recurring issues while contributing to feedback loops that improve both product quality and support workflows.

• Strategically scale and optimize support operations to enhance efficiency, improve the user experience, and maintain high standards of service as Vitalize grows.

• 3-7+ years in a support capacity focusing on escalated issues and/or technical troubleshooting. A track record of contributing to performance metrics like CSAT and response times.

• Exceptional problem-solving skills capable of diagnosing complex technical…