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 DoOwn 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.
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.
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.
Skills Required
- 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.
- 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.
What We Do
Our mission is to improve the healthcare experience for patients and providers. We do this by reducing provider burden, improving the patient experience, and improving practice efficiency. SCAM ALERT: Health Note has been informed that scammers are using our name to scam individuals who believe they are applying for a career opportunity with us. These scammers can be very convincing, going so far as to steal the profile pictures from our actual employees from their LinkedIn profiles and using email addresses that contain the words “Health Note” such as “@healthnotecareers” or “@healthnotecareerdesk”. These scammers will typically ask you to send money at some point (for equipment, training, uniform) or for your personal information such as social security number or date of birth. A LEGITIMATE HEALTH NOTE RECRUITER OR HIRING MANAGER WILL NEVER ASK YOU TO SEND US MONEY. Also, you will never receive a job offer from us if we have not verbally interviewed you. For more information on recruiting scams or to report a recruiting scam, visit the website of the Federal Trade Commission at https://www.consumer.ftc.gov/articles/0243-job-scams
