Senior Technical Support Representative; PST

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Technical Support Representative (PST) based in the United States.

Join a mission-driven healthcare technology environment where exceptional customer support helps providers deliver better, more accessible care. As a Senior Technical Support Representative, you will serve as a trusted point of contact for healthcare professionals using a sophisticated, API-first electronic health record platform. You will troubleshoot technical issues, guide customers through product features, investigate potential bugs, and translate customer feedback into actionable insights for internal teams.

Working primarily through email, with occasional phone support, you will combine technical expertise with clear communication and thoughtful problem-solving. This fully remote position offers the autonomy to resolve complex issues while collaborating with colleagues across support and product teams. Your work will directly influence customer satisfaction, product improvement, and the reliability of technology that supports healthcare delivery.

• Deliver outstanding customer support:
  Respond to customer inquiries primarily through email, providing timely, thoughtful, and practical solutions. Use phone conversations when appropriate to resolve issues efficiently and ensure customers feel supported.
• Troubleshoot technical issues:
  Investigate product bugs, account access problems, browser compatibility, mobile operating system issues, email deliverability, billing concerns, and other technical challenges. Analyze available logs and diagnostic information to identify root causes and determine appropriate next steps.
• Guide customers through the platform:
  Help healthcare providers and organizations understand product functionality, configure their accounts, navigate settings, and get started successfully with the platform.
• Document and escape product issues:
  Record potential bugs, feature requests, and recurring customer pain points. Collaborate with relevant internal teams to communicate customer needs and contribute to continuous product improvement.
• Analyze customer data:
  Use support and analytics tools to investigate reported issues, understand customer behavior, and provide evidence-based recommendations for improving the customer experience.
• Maintain high-quality support workflows:
  Manage incoming support queues, prioritize requests, track outstanding issues, and follow through until customers receive clear answers and appropriate resolutions.
• Communicate complex concepts clearly:
  Translate technical explanations into accessible, customer-friendly language, ensuring that users with different levels of technical knowledge understand the issue and its resolution.
• Collaborate across a remote team:
  Share insights with colleagues, contribute to support documentation, and work effectively with cross-functional stakeholders while maintaining ownership of individual tasks.
• Protect sensitive information:
  Follow applicable healthcare security, privacy, and compliance requirements, including HIPAA-related expectations, when handling customer data and investigating technical issues.
• Continuously improve technical expertise:
  Investigate unfamiliar problems independently, ask thoughtful questions when needed, and strengthen your knowledge of the product, support tools, and emerging technical challenges.

• Professional experience: 5-8 years of experience in customer-facing technical support or similar roles within a software-as-a-service (SaaS) business. Experience in healthcare technology or electronic health record platforms is an advantage.
• Technical troubleshooting…