Technical Expert

Summary

Join Grow Therapy as a highly motivated and technical individual passionate about resolving customer product issues. You will collaborate with stakeholders to improve the product and empower the support team. Your responsibilities include triaging tickets, resolving issues, identifying bugs, developing technical expertise, and collaborating with various teams. You will also create and update documentation and share insights with stakeholders. This role requires strong problem-solving skills, technical expertise, and excellent communication. Grow Therapy offers competitive benefits, including comprehensive health insurance, flexible working hours and location, flexible time off, and wellness benefits.

Requirements

• Be self-motivated, eager to learn, and comfortable with ambiguity / asynchronous communication
• Love problem solving; be naturally curious, especially about health tech
• Enjoy deep diving into technical issues and utilizing all possible resources until you find an answer/next steps
• Be successful working independently and remotely, and adapt well to changing priorities and customer needs
• Communicate openly, know how to guide multiple teammates to work together on an issue, and be committed to providing time-sensitive responses
• Have strong interest in working closely in Jira and with Product/Engineering teams
• Thrive working at a fast-paced startup, and be excited about contributing to our startup’s growth

Responsibilities

• Efficiently triage internal tickets, ensuring that all requests are addressed promptly and that urgent tickets are escalated to the on-call teams in a timely manner
• Own and resolve a number of task-oriented issues, escalated to our team
• Identify and/or verify bugs, and partner with Engineering to fix them
• Develop deep technical expertise of the Grow platform and features within assigned product areas throughout the Grow tech stack via standardized troubleshooting methodologies / tools and customer use cases
• Efficient, high-quality issue resolution by quickly and thoroughly triaging cases to clarify customer goals, technical functionality, roadblocks, and impact scope, while identifying root causes of recurring issues and collaborating with teams to address systemic problems and enhance customer experience
• Collaborate with peers to discover, synthesize, and share product insights with stakeholders in Product, Design, and Engineering, building rapport and influence while preparing structured reports and presentations that analyze customer pain points, trends, and recurring issues
• Collaborate with CX Ops Managers, Team Leads, and Enablement to ensure that solutions to common customer pain points as well as troubleshooting and workflow guidance are documented and communicated to customer-facing stakeholders using the most appropriate processes and channels available
• Create, own, and update documentation for troubleshooting, completing tasks, triaging issues, and understanding the holistic Grow platform

Preferred Qualifications

• Have basic programming skills (especially SQL) and/or interest
• Have education / training / certification in a business- or technology-related field
• Be skilled at identifying issue trends and patterns, using your ability to recognize systemic problems and suggest solutions
• Understand and navigate data models effectively, applying this knowledge to technical problem-solving
• Demonstrate structured and analytical thinking when tackling complex challenges
• Be proficient in technical issue investigation using resources like logs, API tooling, and SQL, leveraging these tools to get to the root of problems efficiently

Benefits

• Comprehensive health insurance plans, including dental and vision
• Flexible working hours and location (remote OR in-office, your choice!)
• Flexible Time Off
• Company-wide winter break
• Mental health mornings (2 hours each week)
• Team meditation
• Wellness Stipend
• In-office lunch and bi-weekly remote lunch on us!
• Continuous learning opportunities
• Competitive salary
• The opportunity to help build a rapidly scaling start-up organization by taking strong ownership of your work, mentorship, and our unbounded leadership opportunities