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Product Support Specialist

Vitalize· Customer Experience
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Remote$112k - $160kFull-timePosted 1mo ago

About the role

This is Vitalize’s first East Coast-focused product support role, dedicated to expanding support coverage, improving processes, and driving product and support scalability. You will troubleshoot complex technical issues, collaborate cross-functionally, analyze trends, and contribute to CSAT and FRT improvements.

Responsibilities

  • Be Vitalize’s first East Coast support specialist, expanding service hours starting at 8 AM Eastern time
  • Act as the primary point of escalation for our go-to-market teams, troubleshooting and collaborating with Engineering, Product, and Operations to resolve user problems
  • Drive continuous improvement initiatives focused on KPIs such as CSAT, FRT, First Contact Resolution Rate, and SLA compliance using data-driven insights
  • Support the development and implementation of an AI-augmented support strategy
  • Create and refine internal and external documentation to empower users with self-service options
  • Develop deep product and platform expertise, diagnose and prevent recurring issues, and contribute to feedback loops for product and support workflows
  • Strategically scale and optimize support operations to enhance efficiency and user experience as the company grows

Qualifications

  • 3+ years in a support capacity focusing on escalated issues and/or technical troubleshooting, with a track record of performance metrics like CSAT and response times
  • Exceptional problem-solving skills with ability to diagnose complex technical issues, query data, and review product logs
  • Proven ability to influence and collaborate with cross-functional partners (Engineering, Product, Operations) to drive long-term solutions
  • Experience owning projects or significant portions of projects, optimizing processes and workflows to drive performance improvements
  • Excellent written and verbal communication skills; ability to distill complex material into actionable instructions and create useful documentation
  • Ability to operate with autonomy in ambiguous situations

Skills

Required:Escalation managementData analysis and insightsCross-functional collaborationDocumentation and self-serviceAutonomy in ambiguity

Benefits

  • Medical, dental, and vision insurance
  • 401(k) with company match
  • Flexible PTO
  • Unlimited travel budget to visit customer sites
  • Twice-yearly company off-sites
  • Free meals in the office
  • $5,000 relocation bonus for eligible employees
  • Desk setup reimbursement
  • Commuter benefits
  • Monthly gym/wellness stipend
  • An awesome office in Jackson Square, steps from the water
Last updated Oct 7, 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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