Product Support Specialist

Summary

Join SafelyYou as a Product Support Specialist and contribute to reducing the frequency and impact of falls for those with Alzheimer’s disease, Dementia, and other cognitive impairments. As a remote role, you will work closely with the Business Operations Manager and Technical Product Manager to assist in product development and support initiatives.

Requirements

• Passionate about SafelyYou’s mission and our technology
• 3-4 years of experience in product support, technical support, or a similar role, preferably within a tech or healthcare environment
• Ability to understand and troubleshoot technical issues, with a solid understanding of software development processes and web/mobile applications
• Strong verbal and written communication skills, capable of explaining complex concepts to both technical and non-technical audiences
• Familiarity with Agile project management methodologies and experience working within a Scrum framework is a plus
• Ability to work cross-functionally with multiple teams and stakeholders in a fast-paced environment
• Familiarity with healthcare technology or assistive devices is an advantage
• Experience supporting or working on SaaS products is preferred
• Understanding of project management principles and experience in project coordination

Responsibilities

• Serve as the primary point of contact for resolving technical issues in production environments, ensuring the smooth operation of SafelyYou’s products
• Analyze and diagnose issues reported by customers or internal teams, utilizing logs, data, and debugging tools to identify and resolve root causes
• Conduct detailed root cause analysis for recurring problems, and work with cross-functional teams to implement long-term fixes
• Work closely with the engineering team to communicate technical issues, propose solutions, and assist in testing fixes or new features before deployment
• Create detailed documentation of bugs, troubleshooting steps, and resolutions to build a knowledge base that improves future issue resolution
• Collaborate with the Business Operations team to prioritize and resolve customer-reported issues, providing timely and clear communication on progress and resolution
• Identify trends in recurring issues and suggest process or product improvements to enhance overall system stability and reduce future issues
• Support the customer success team in onboarding, training, and ensuring the adoption of new features
• Help monitor product usage and adoption metrics, identify areas for improvement, and drive initiatives to enhance product engagement
• Collaborate with Product: Partner closely with the product team by sharing feedback and prioritizing issues. Assist in defining requirements to ensure the solutions meet customer needs

Benefits

• Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, and Vision
• 401k Program
• Monthly Education, Well-being & WFH stipends
• Unlimited PTO
• Growth Potential
• Company Retreats
• Medical & Family/Parental Leave