[Hiring] Product Support Specialist REMOTE USA

Position: Product Support Specialist

Date Posted: November 4, 2025

Industry: Healthcare / SaaS

Employment Type: Full Time

Experience: 2–5 years in product support, technical support, or customer success for SaaS or healthcare platforms

Qualification: Estimated Bachelor’s Degree holder or relevant experience in Healthcare, IT, or Product Support

Location: United States REMOTE

Company: Zivian Health

Description:
Zivian Health is dedicated to expanding access to high-quality healthcare by simplifying compliance, improving clinical quality, and streamlining healthcare management. Our Product Support Specialists play a critical role in delivering exceptional experiences to healthcare providers and organizations by resolving complex issues, collaborating with engineering, and driving product improvements. This is not a call-center role — you will own the intersection of support, quality, and product enhancement, ensuring our platform meets the highest standards.

Key Responsibilities:

• Resolve Customer Issues: Diagnose and efficiently address technical, functional, or workflow-related tickets.
• Act as the Voice of the User: Identify recurring issues, escalate patterns, and advocate for user needs within the product team.
• Collaborate with Product & Engineering: Work with PMs and engineers to triage bugs, validate fixes, and communicate solutions back to customers.
• Own Product Knowledge: Maintain deep understanding of Zivian’s platform architecture, data flows, and edge cases for accurate troubleshooting.
• Support Testing & UAT: Assist Product Managers in validating functionality during shaping and build cycles.
• Drive Operational Readiness: Document new features, draft FAQs, and train internal stakeholders on updates.
• Close the Loop: Track issues to resolution and ensure customer satisfaction post-fix.
• Contribute to Learning: Capture insights from support interactions to inform product discovery, shaping, and prioritization.
• Build Self-Service Resources: Partner with Marketing or Account Management to update help content, in-app guidance, and support macros.

What You’ll Bring:

• Proven experience in product support, technical support, or customer success for SaaS or healthcare platforms.
• Knowledge of application architecture, APIs, integrations, and data synchronization.
• Strong troubleshooting skills to identify root causes rather than symptoms.
• Excellent written and verbal communication, able to simplify complex technical issues.
• High ownership and accountability, following issues through until resolution.
• Familiarity with tools like HubSpot, Jira, GitHub, or similar ticketing and collaboration platforms.
• Bonus: Experience in healthcare operations, compliance, or healthtech integrations.

Why Join Zivian:

• Flexible work location within the US.
• Dynamic, collaborative, and growth-oriented startup environment.
• Distributed team with occasional in-person collaboration.
• Competitive compensation and benefits package.
• Supportive, non-competitive culture with opportunities for continuous learning and professional development.

Disclaimer: The job details above are structured for clarity and based on publicly available content from recruiters/Company pages. All rights remain with the original source; names may be withheld for confidentiality. We are not involved in the hiring process.