Product Support Specialist

About SafelyYou

SafelyYou is a mission-driven company that raised $60m in 2021 through series A and series B financing and is now rapidly scaling. Our company spun out of the UC Berkeley AI Research Lab and develops artificial intelligence to support care for those with Alzheimer’s disease, Dementia, and other cognitive impairments. Alzheimer’s disease is the single most expensive disease in the US, costing an estimated $600b per year in direct and indirect costs. It affects 1 in 3 people over 85, 1 in 9 people over 65, and accounts for 1 in 5 Medicare dollars. Our first product is focused on reducing the frequency and impact of falls, the leading cause of hospitalization for those living with dementia. We have peer-reviewed results showing up to 80% fewer falls with an average of 40% fewer falls and 80% fewer ER visits from falls. We've raised capital from top VC firms, including Founders Fund, Eclipse, Foundation Capital, and Data Collective, and the largest providers in the space are actively using, expanding, and evangelizing the service. We have also been awarded grants from the National Institutes of Health and the National Science Foundation, given the national importance of the issue. As the population continues to age, the global costs of Alzheimer’s and Dementia are expected to double over the next 10 years. With fewer and fewer young people available to provide the care needed, we must find a way for technology to bridge the gap.

Your Role at SafelyYou

This is a remote role. As the Product Support Specialist, you will work closely with the Business Operations Manager and Technical Product Manager to assist in the execution of product development and support initiatives. You will play a critical role in identifying, diagnosing, and resolving production issues while ensuring a seamless experience for customers. This role is ideal for someone with strong problem-solving skills, a passion for debugging, and experience in technical support within a fast-paced environment. Key responsibilities include:

• Serve as the primary point of contact for resolving technical issues in production environments, ensuring the smooth operation of SafelyYou’s products.
• Analyze and diagnose issues reported by customers or internal teams, utilizing logs, data, and debugging tools to identify and resolve root causes.
• Conduct detailed root cause analysis for recurring problems, and work with cross-functional teams to implement long-term fixes.
• Work closely with the engineering team to communicate technical issues, propose solutions, and assist in testing fixes or new features before deployment.
• Create detailed documentation of bugs, troubleshooting steps, and resolutions to build a knowledge base that improves future issue resolution.
• Collaborate with the Business Operations team to prioritize and resolve customer-reported issues, providing timely and clear communication on progress and resolution.
• Identify trends in recurring issues and suggest process or product improvements to enhance overall system stability and reduce future issues.
• Support the customer success team in onboarding, training, and ensuring the adoption of new features.
• Help monitor product usage and adoption metrics, identify areas for improvement, and drive initiatives to enhance product engagement.
• Collaborate with Product: Partner closely with the product team by sharing feedback and prioritizing issues. Assist in defining requirements to ensure the solutions meet customer needs. 

The Ideal Candidate

• Passionate about SafelyYou’s mission and our technology
• 3-4 years of experience in product support, technical support, or a similar role, preferably within a tech or healthcare environment.
• Ability to understand and troubleshoot technical issues, with a solid understanding of software development processes and web/mobile applications.
• Strong verbal and written communication skills, capable of explaining complex concepts to both technical and non-technical audiences.
• Familiarity with Agile project management methodologies and experience working within a Scrum framework is a plus.
• Ability to work cross-functionally with multiple teams and stakeholders in a fast-paced environment.
• Familiarity with healthcare technology or assistive devices is an advantage.
• Experience supporting or working on SaaS products is preferred.
• Understanding of project management principles and experience in project coordination.

Why Join Us? You Can Make a Difference!

SafelyYou offers a competitive compensation package, including but not limited to:

• A mission-driven company culture
• Fully remote
• Competitive salary & benefits, including fully paid employee premiums for Medical, Dental, and Vision
• 401k Program
• Monthly Education, Well-being & WFH stipends
• Unlimited PTO
• Growth Potential
• Company Retreats
• Medical & Family/Parental Leave

At SafelyYou, we believe that a diverse, equitable, and inclusive workplace makes us a more relevant, competitive, and resilient company. We are committed to creating a diverse and inclusive workforce that celebrates diversity. We do not discriminate based on race, color, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, veteran status, or any other legally protected status.
 
We value all the perspectives our team members bring to the table, and that is why we don’t look for culture fit, but culture add. We want to hear from YOU! We encourage you to apply even if you do not fit 100% of the technical requirements.