Ansible Health is hiring a
Technical Product Support Specialist in Worldwide

Summary

As a Technical Product Support Specialist at Ansible Health, you will provide exceptional technical support for products and services, primarily conducting Tech Calls with non-tech-savvy patients in the USA. Your role involves guiding them through using their Android tablet, ensuring device connectivity, assisting with Zoom meetings, supporting the clinical team, collaborating with the Engineering Team, and managing various project tools.

Requirements

• Prior experience in a customer support role, such as Product Support Specialist or Support Engineer
• Expertise in Android Tablets, Samsung Knox Suite, and Knox Manage
• Proficiency in managing Zoom Meetings and Zoom Phone
• Familiarity with medical devices (e.g., Blood Pressure monitor, Pulse Oximeter)
• Knowledge of Athenahealth preferred
• Familiarity with issue tracking software and remote support tools (e.g., Gitlab, Azure DevOps) is a plus
• Understanding of technology systems, particularly Google Workspace

Responsibilities

• Conduct Tech Calls for non-tech-savvy patients (mainly older adults) in the USA
• Guide patients through Android tablet usage and confirm settings through Samsung Knox
• Work with RPM devices and ensure they are connected and transmitting accurate data
• Collaborate with Engineering Team and Program Managers to escalate and resolve issues
• Run queries and check analytics on Azure’s CosmosDB or Device Analytics
• Assist with joining Zoom meetings and using Zoom Phone
• Support clinical team with equipment setup and checking applied security policies
• Handle Tech Support requests filed by clinicians or patients from end to end
• Manage and organize various project tools (e.g., GitLab, AzureDevOps, spreadsheets, bug trackers, documents)
• Present and take notes on Technical meetings, specifically on issues encountered and plans to resolve them

Preferred Qualifications

• Positive, enthusiastic attitude and excellent English language skills (C2 level)
• Skilled in technical debugging techniques (e.g., analyzing metrics and logs on Azure)
• Strong written and verbal communication, problem-solving skills, and detail-oriented
• Ability to manage multiple priorities effectively

Benefits

• Health insurance
• Retirement benefits
• Paid time off
• Remote work, flexible hours
• Life and disability insurance
• Bonuses and incentives
• Professional development opportunities
• Wellness programs
• Family and parental leave