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Product Support Operations

Vitalize· Operations / Support
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Hybrid (San Francisco, CA)$120k - $250kFull-timePosted 7mo ago

About the role

Role focused on owning the customer support experience for hospital staffing and capacity workflows, combining technical troubleshooting with data-driven understanding to ensure real-time, accurate staffing operations on Vitalize platform.

Responsibilities

  • You'll own the customer support experience. You'll answer customer questions spanning product features, data integrations, workflow configuration, and technical troubleshooting.
  • You'll unblock data-driven workflows. Investigate root causes when integrations fail, data doesn't sync, or calculations are incorrect; collaborate with engineering to resolve issues and keep operations running smoothly.
  • You'll talk directly with customers. Regularly interact with nurses, staffing coordinators, and hospital leaders to understand workflows, debug issues, and gather feedback; occasional on-site visits when needed.
  • You'll shape the product. Surface trends from customer feedback to influence product decisions and roadmap; document knowledge base content and troubleshoot guides; help scale support processes.
  • You'll partner with engineering. Reproduce bugs, document issues, and ensure fixes are shipped quickly; leverage technical background to bridge customer problems and engineering solutions.

Qualifications

  • 4+ years of customer-facing experience in technical support, customer success, or operations at B2B SaaS companies
  • Technically capable or willing to learn; comfortable troubleshooting APIs, data integrations, and configurations; experience with logs, bug reproduction, and explaining technical concepts to non-technical users
  • Familiarity with SQL, APIs, and integration setups is a plus
  • Demonstrated ownership and commitment to resolving customer issues, including coordinating across teams and occasional off-hours work
  • Strong communication skills and ability to adapt tone to Nurse/Administrator/Technical audiences

Skills

Required:Customer facing communicationData-driven troubleshooting
Nice to have:API & data integrations

Benefits

  • Competitive salary + equity
  • Medical, dental, and vision insurance
  • 401(k) with match
  • Flexible PTO
  • Bi-annual company retreats
  • Free lunch and dinner in-office
  • Reimbursement for desk setup, gym, and commute
Last updated Jul 8, 2026. Interested? Apply on the company site.
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About Vitalize

The OS for Hospital Operations

Vitalize Care is solving the most pressing operations problems for health systems, starting with optimizing staffing and scheduling. We help hospitals dramatically reduce labor spend, improve operational efficiency, and unburden clinical leaders from hours of work per day. We're partnered with some of the country's most innovative health systems, and are excited to share more details soon!

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