Tech Support Specialist (Healthcare Technology)

Location: Fully remote from anywhere in the Philippines; PST schedule, 7:00 AM–4:00 PM, Sunday to Thursday. Training follows Tuesday to Saturday for the first 2–3 weeks.

Salary: Competitive, based on experience and skills.

Company

hirify.global connects highly qualified candidates with startups in the US and EU, including clients in healthcare technology and SaaS.

What you will do

• Review client API payloads and requests to identify missing or incorrectly formatted fields.
• Perform first-line troubleshooting and guide clients through resolution walkthroughs.
• Classify issues as bugs, user errors, or configuration problems and prepare complete Tier 2 escalations.
• Manage 20–30 tickets and approximately 10 inbound calls daily while maintaining accurate statuses and timely resolutions.
• Explain technical findings in plain language to US-based clients and resolve questions during live calls.
• Support the migration from Zendesk to Salesforce and adopt evolving support tools and processes.

Requirements

• 3+ years of customer or technical support experience, including regular escalations to Tier 2 or engineering; 2+ years may be considered with substantial technical support experience.
• Hands-on experience troubleshooting API or integration issues and reviewing client payloads or requests.
• At least 6 months of active Salesforce experience in a support or CRM context.
• Experience managing 20+ daily tickets in a structured ticketing system and providing inbound phone support to US-based clients.
• Experience adapting to platform migrations or frequent tool and process changes.
• C1+ English is required for live phone support with US-based clients.

Nice to have

• HIPAA compliance or patient-data protection experience.
• Familiarity with JSON or XML payload structures.
• Zendesk experience.
• Experience in a 500+ employee or Series B+ SaaS company with defined Tier 1 to Tier 2 workflows.
• Prior remote work with US-based companies on a PST-aligned schedule.

Culture & Benefits

• Fully remote work from the Philippines with a PST-aligned schedule.
• Recognition for maintaining CRM hygiene and submitting reports on time.
• Paid time off according to company policy.
• HMO coverage after three months for full-time Philippines-based employees.
• Direct mentorship, professional development resources, and global networking opportunities.

Hiring process

• Application and screening.
• Skills assessment and Topgrading interview.
• Client interview, job offer, and client onboarding.