Technical Resolution Specialist

About the Role We’re hiring a Technical Resolution Specialist to own customer support issues from first report through resolution. This is not pass-through or macro-driven support. You’ll manage a caseload of customer issues, investigate what is happening, work through ambiguity, coordinate with internal teams when needed, and keep customers informed until the issue is resolved. You’ll also document what you learn. Solved issues should become reusable support materials: troubleshooting notes, step-by-step instructions, templates, short videos, and other practical resources that help the next person solve the issue faster. What You’ll Do Own support tickets from intake through resolution or escalation. Manage a caseload of customer issues with clear prioritization and follow-through. Investigate product questions, configuration issues, workflow gaps, and customer-reported bugs. Use customer context, product behavior, system information, logs, and basic technical troubleshooting to understand what is happening. Turn vague customer reports into clear problem statements, next steps, and escalation notes. Communicate clearly with customers throughout the support process. Coordinate with Customer Success, Implementation, Product, and Engineering when needed. Document solved issues and recurring patterns. Create practical support resources for customers and internal teams. Help make support knowledge easier to find, follow, and reuse. What You Bring 2+ years of experience in technical support, SaaS support, healthcare technology, or another customer-facing troubleshooting role. Experience owning a caseload of customer issues, not just handling one-off inbound tickets. Experience working through issues without a strict script or complete playbook. Familiarity with APIs, JSON, logs, browser troubleshooting, customer configuration, or technical escalation workflows. Strong written communication, including customer updates and internal documentation. Strong ownership and follow-through. Good judgment around urgency, customer impact, and when to escalate. Ability to investigate ambiguous issues, ask good questions, and keep work moving. Comfort using Intercom or similar support tools. A habit of documenting what you learn so others can use it later. Nice to Have Experience with healthcare software, patient intake, scheduling, call center operations, EHR workflows, or clinical operations. Experience supporting configurable or workflow-heavy products. Experience creating customer-facing or internal training materials.