Product Support Associate

About Equip

Equip is the leading virtual, evidence‑based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. Created by clinical experts and people with lived experience, Equip builds upon evidence‑based treatments to empower individuals to reach lasting recovery. All Equip patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor.

The company operates in all 50 states and partners with most major health insurance plans. Learn more about our outcomes and treatment approach ip.health.

The Product Support Associate will be the first point of contact for employees or external customers seeking technical assistance. They will ensure that users receive the support they need to effectively use various systems and applications. The role requires strong communication skills, a passion for technology, and a desire to learn and grow.

• Provide prompt, courteous, and efficient support to internal or external users experiencing product issues or seeking assistance with our software.
• Investigate and troubleshoot software and platform‑related problems reported by users via phone, email, chat, or other channels.
• Assist users with hardware and software troubleshooting.
• Escalate unresolved issues to senior team members or other internal teams as appropriate, ensuring follow‑up until issues are resolved.
• Consistently document issues and resolutions within the product support ticketing system.
• Perform other duties as assigned.

• Associate’s or bachelor’s degree or equivalent experience.
• Ability to work 9 a.m. – 6 p.m. PST.
• Excellent verbal and written communication skills.
• Strong customer‑service orientation and professional interpersonal skills, capable of collaborating with internal and external stakeholders.
• Demonstrate consistent follow‑through on processes, reflecting strong attention to detail.
• Quick learner with a strong interest in mastering new technologies, including Equip’s platform and best practices in product support.
• Comfortable with ambiguity and able to think critically to quickly and accurately address challenges in a fast‑paced, fluid environment.
• Participate in after‑hours or weekend support as needed to meet business demands.

Work is performed 100% from home with no requirement to travel. This is a stationary position that requires the ability to operate standard office equipment and keyboards as well as to talk or hear by telephone. Sit or stand as needed.

At Equip, Diversity, Equity, Inclusion and Belonging (DEIB) are woven into everything we do. We are committed to ensuring that everyone with an eating disorder has access to care that works regardless of race, gender, sexuality, ability, weight, socio‑economic status, and any marginalized identity. We also strive for our providers and corporate team to reflect that dedication by recruiting and retaining talented employees from all backgrounds.

Equip’s DEIB council, Equip For All (EFA), creates a space driven by mutual respect and effective communication so that all members—identified as marginalized or under‑represented and allies—can participate fully, amplify diverse voices, and contribute to advancing DEIB at Equip.

We provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training, and promotion, without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability, weight, or any other legally protected classification under federal, state, or local law. If you require a reasonable accommodation to complete your application, interview, or perform the essential functions of the role, we invite you to reach out to our People team at accommodationslth.