About Avive:
Avive Solutions, Inc. (https://avive.life) is a growth stage Automated External Defibrillator (AED) company with a connected response system that is rapidly gaining market share. We are a mission driven team that is quite literally saving lives. Sudden Cardiac Arrest (SCA) is a leading cause of death in the United States, and we are on a mission to change that! We are a dynamic organization that builds elegant, creative solutions to solve complex problems. Ultimately, our mission is for all cardiac arrest victims to have rapid access to life-saving defibrillation.
Avive is taking a fresh approach to addressing this decades-old problem by innovating AED technology, coupled with a first-of-its-kind software platform solution to enable a quicker and more streamlined response to SCA emergencies. We believe that this unique combination of deploying advanced – yet still accessible – hardware, and software, has the potential to revolutionize out-of-hospital cardiac arrest response and massively impact SCA survival rates.
Check out this short video that shows a glimpse of how our team is working to re-think cardiac arrest response and save lives! https://www.youtube.com/watch?v=2p4zfOWo62E
Learn more about working at Avive: https://avive.life/careers/
About the Role:
We are seeking a Technical Support Engineer to serve as a highly technical, customer-facing resource supporting our connected hardware and software platform. This role is responsible for diagnosing and resolving complex issues across devices, systems, and data—often in real time.
This is not a traditional support role. You will operate in a phone-first environment, working directly with customers while leveraging logs, backend data, and system insights to troubleshoot and resolve issues. You will own issues end-to-end, from initial intake through resolution or escalation, with a strong focus on root cause identification.
We are looking for someone who thrives in a fast-paced environment, is comfortable getting into the technical details, and can clearly communicate complex issues in a way that makes sense to the customer.
What you'll do:
- Diagnose and resolve complex issues across hardware, software, and system integrations
- Analyze logs, system behavior, and backend data to identify root causes
- Troubleshoot issues in real time, often while on live customer calls
- Own issues end-to-end, ensuring timely and accurate resolution
- Provide support across phone, email, and chat, with a strong focus on phone-based interactions
- Guide customers through technical troubleshooting in a clear, structured manner
- Translate complex technical issues into simple, actionable steps
- Maintain control of customer interactions while working through multi-step resolutions
- Investigate discrepancies across systems such as Salesforce, NetSuite, and internal platforms
- Understand how data flows across systems and impacts device behavior and customer experience
- Resolve issues tied to orders, devices, connectivity, and account configuration
- Maintain detailed, accurate documentation of technical issues and resolution steps
- Escalate issues when necessary with clear, complete, and actionable context
- Partner with Engineering. Product, and Quality on deeper issues
- Reduce unnecessary escalations through thorough investigation and problem-solving
- Identify recurring issues and contribute to long-term fixes
- Improve troubleshooting guides, runbooks, and Help Center content
- Stay current on product updates, system changes, and new technical workflows
- Provide feedback to Product and Engineering to improve system reliability
- Contribute to the continuous improvement of support processes, documentation, and troubleshooting resources.
- Assist with special projects, product testing, or internal initiatives that help improve the customer experience.
- Support the team during high-volume periods and maintain flexibility in a fast-paced, evolving startup environment.
Technical Troubleshooting & Resolution
Required Experience:
- 3-7 years in technical support, support engineering, or similar roles
- Experience in a complex system environment (hardware + software preferred)
- Strong experience with:
- Log analysis and system diagnostics
- Troubleshooting across multiple systems (CRM, ERP, internal tools)
- Familiarity with tools such as Salesforce, NetSuite, Zendesk, or similar
- Experience operating in a real-time, phone-first support environment
- Strong problem-solving skills with a bias toward ownership and resolution
- Detail-oriented with strong documentation habits
- Energized by Avive’s mission and excited to help deliver a best-in-class support experience that saves lives.
Bonus Points For:
- Experience supporting connected devices, or hardware + SaaS platforms
- Strong background in log analysis, system diagnostics, and root cause investigation
- Experience working with Python and Kibana
- Exposure to incident management or high-availability environments
- Experience translating complex technical issues into clear, customer-friendly communication
- Background working closely with Engineering and Product teams to resolve issues
Skills Required
- 3-6 years in technical support or similar roles
- Experience in a complex system environment
- Strong experience with log analysis and system diagnostics
- Familiarity with Salesforce, NetSuite, Zendesk
What We Do
Avive Solutions, Inc. is a growth stage Automated External Defibrillator (AED) company with a connected response system that is rapidly gaining market share. We are a mission driven team that is quite literally saving lives. Sudden Cardiac Arrest (SCA) is a leading cause of death in the United States, and we are on a mission to change that! We are a dynamic organization that builds elegant, creative solutions to solve complex problems. Ultimately, our mission is for all cardiac arrest victims to have rapid access to life-saving defibrillation. Avive is taking a fresh approach to addressing this decades-old problem by innovating AED technology, coupled with a first-of-its-kind software platform solution to enable a quicker and more streamlined response to SCA emergencies. We believe that this unique combination of deploying advanced – yet still accessible – hardware, and software, has the potential to revolutionize out-of-hospital cardiac arrest response and massively impact SCA survival rates. Despite tackling a massive and complex public health issue, which has had the same dismal survival rate of 10% for decades, Avive does so with optimism and fervor. Fueled by the words and experiences of those whose lives have been impacted or lost to SCA, the Avive team has simply refused to accept the status quo, working relentlessly to move the needle on survival rates. Rory Beyer, Moseley Andrews, and Sameer Jafri came together with a seemingly simple idea – that anyone can and should be able to positively impact the outcome of a Sudden Cardiac Arrest (SCA) rescue. Drawn together by their complementary skills and background, they met at a conference focused on SCA prevention and quickly came to share a vision for the profound impact that a more effective solution could have on thousands of families every year. With Rory and Moseley’s technical expertise and a novel AED concept they had developed at MIT, combined with Sameer’s experience in SCA prevention through his non-profit organization – Saving Hearts Foundation, the three co-founded Avive in 2017. Our story is just beginning, and we hope you’ll come write it with us. https://youtu.be/XUiwcB_9bzw We are actively hiring, see how you can contribute at https://avive.life/careers/
Why Work With Us
If you'd like to learn more about what it’s like to work at Avive, visit https://avive.life/careers/ And check out our Glassdoor reviews at: https://www.glassdoor.com/Overview/Working-at-Avive-Solutions-EI_IE8305608.11,26.htm
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