Senior Technical Support Representative (Healthcare)

Location: Remote; U.S. work authorization required; Monday–Friday, 10am–6pm PT, with occasional holiday support shifts.

Salary: $93,000–$102,500 per year.

Company

hirify.global provides an AI-native, ONC Certified EHR and API-first healthcare platform covering electronic health records, scheduling, engagement, billing, data, and configurable healthcare workflows.

What you will do

• Provide fast, hands-on customer support primarily by email and occasionally by phone.
• Troubleshoot potential product bugs and resolve customer issues.
• Document feature requests and communicate the voice of the customer internally.
• Analyze customer data and help customers get started with the product.
• Collaborate with the broader team to improve customer outcomes and product support.

Requirements

• 5–8 years of experience in similar customer-facing roles at a SaaS business.
• Experience with queue-based support work and a broad technical support toolkit.
• Foundational knowledge of single sign-on, billing and invoicing, modern browsers and developer tools, mobile operating systems, email deliverability, DNS records, and reading log files.
• Excellent written communication skills, including the ability to explain complex subjects in clear, simple language.
• Strong organization, self-direction, autonomy, problem-solving, and ability to resolve issues quickly.
• Working knowledge of Help Scout, Stripe, SendGrid, Mixpanel, Shortcut, and Sumo Logic.
• Fluent English speaking and writing skills.
• U.S. work authorization.
• Interest in remaining in a customer-facing support role and continuing to develop support skills.

Nice to have

• Experience working at a healthcare technology company.

Culture & Benefits

• Fully remote, full-time position with a minimalist management approach and substantial autonomy.
• Human-led customer support without customer-facing AI tooling.
• No excessive quotas, unnecessary policies, or burdensome processes.
• Holiday support coverage is shared through a sign-up process, with equivalent time off provided for hours worked on a holiday.
• Training and conformance to security, privacy, and compliance expectations, including HIPAA-related requirements.
• Equal employment opportunity and a commitment to a diverse, inclusive, collaborative environment.

Hiring process

• 15-minute conversation with the VP of Talent.
• Interviews with the VP of Customer Support, Support leads, and Director of Support.
• Final session, reference checks, and written cover-letter responses to three real-world support scenarios.