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Technical Product Support at Hire Overseas, Remote (Global)

We’re looking for a Technical Product Support who can act as the frontline link between users and the product engineering team for a fast-growing healthcare technology platform. This is not a ticket-only role. You will diagnose real technical issues, navigate production environments, and ensure users and partners are unblocked quickly and confidently.

This is a high-visibility, high-ownership role for someone who enjoys technical problem solving, clear communication, and operating at the intersection of customer success and engineering. You will take issues from the first report through resolution or escalation, while helping the support function scale with the product.

If you thrive as a technical first responder and enjoy owning problems end to end, this role is a strong fit.

Why You’ll Want to Join

• You will be paid in USD (bi-monthly: every 15th and 30th)
• Up to 14 days of Paid Time Off annually (starting Day 1)
• Observance of Holidays per company guidelines
• 100% remote setup so you can work wherever you’re most productive
• Work closely with product and engineering teams on real user-impacting issues
• Join a health-tech platform where speed, accuracy, and reliability directly affect patient care

What You’ll Work On

Technical Triage and First-Response Support

• Monitor inbound support channels and triage issues using established runbooks
• Act as the first technical responder for user-reported issues
• Provide clear, accurate, and timely responses to both technical and non-technical users
• Diagnose issues and determine whether they can be resolved independently or require escalation

User Onboarding and Access Management

• Support user onboarding and credentialing workflows
• Perform hands-on tasks such as account resets, access management, and permissions updates
• Ensure users can successfully access and use the platform without friction

Technical Troubleshooting and Investigation

• Navigate production databases and internal tools to investigate issues
• Run basic command-line scripts to validate data, identify errors, and confirm fixes
• Troubleshoot user-facing blockers without defaulting to engineering escalation
• Verify data integrity and confirm issue resolution before closing tickets

Engineering Liaison and Escalation

• Communicate user issues clearly in engineering Slack channels or issue trackers
• Translate user pain points into structured technical bug reports
• Provide engineers with the context needed to resolve issues efficiently
• Follow issues through resolution and communicate updates back to users

Task Tracking and Operational Hygiene

• Track all active support items, dependencies, and follow-ups
• Ensure no user request or internal task falls through the cracks
• Maintain clean and accurate internal trackers and task lists

Documentation and Runbooks

• Maintain and improve support documentation and troubleshooting runbooks
• Identify recurring issues and gaps in documentation
• Help build scalable support processes as the company grows

What You Bring

• 2 to 4+ years of experience in technical support, product support, or support engineering
• Comfort navigating technical systems and production environments
• Basic proficiency with SQL, command-line tools, or scripting for investigation
• Strong written English with the ability to explain technical issues clearly and concisely
• High sense of urgency and ownership with a no-task-too-small mindset
• Ability to operate independently after onboarding and manage multiple issues at once
• Strong organizational skills and attention to detail

Nice to Have

Experience supporting SaaS, AI products, or healthcare technology platforms
Familiarity with support and productivity tools such as Slack, Linear, HelpScout, Notion, or similar
Background in healthcare tech, revenue cycle management, or regulated environments
Experience writing or maintaining technical documentation or SOPs

How to Apply

Please include:

Your updated resume
A short 1–2 minute Loom video introducing yourself and explaining your experience in technical or product support roles
Only candidates who submit a Loom video will be considered.

If you enjoy being the technical bridge between users and engineers, solving real production issues, and helping a healthcare platform operate reliably at scale, this role offers strong ownership, visibility, and long-term growth.

Application Process Overview

Our comprehensive selection process ensures we find the right fit for both you and our clients:

• Initial Application – Submit your application and complete our prequalifying questions
• Video Introduction – Record an video introduction to showcase your communication skills and work experience
• Role-Specific Assessment – Complete a homework assignment tailored to the position (if applicable)
• Recruitment Interview – Initial screening with our talent team
• Executive Interview – Meet with senior leadership to discuss role alignment
• Client Interview – Final interview with the client team you’d be supporting
• Background & Reference Check – Professional reference verification
• Job Offer – Successful candidates receive a formal offer to join the team

Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We’ll keep you informed throughout the process and provide feedback at each step.