Technical Product Support Specialist II (Healthcare Software)

Location: Fully remote, open to candidates in any time zone; candidates may also work from the Colorado headquarters. Conditions list US locations, and compensation is based on the employee’s primary work location.

Salary: $18–$28 per hour.

Company

hirify.global develops medical devices, software, and related services for diagnosing and treating serious cardiopulmonary and respiratory conditions, serving EMS, hospital, public safety, and military customers worldwide.

What you will do

• Provide advanced troubleshooting for assigned enterprise products, identify root causes across databases, operating systems, and networks, and document cases in Salesforce using the ZOLL Diagnostic Method.
• Resolve complex technical issues independently and escalate critical or unresolved cases to Software Support, Implementation, Product/R&D, SRE, IT App Hosting, Sales, and other departments through Jira Service Desk.
• Collaborate across support teams and products using Microsoft Teams and Slack, and facilitate incident responses for high-priority cases and outages while meeting SLAs.
• Create and update knowledge-base articles in Confluence, link relevant articles in Salesforce, and share technical solutions with colleagues.
• Analyze customer cases to identify trends, propose preventative support initiatives, proactively address technical risks, and monitor internal-status bugged cases.
• Cross-train on additional components such as SQL Server and VMware, while supporting customers through Five9, email, LogMeIn Rescue, and other preferred contact methods.

Requirements

• 2–4 years of experience in technical product or customer support, ideally with enterprise and/or SaaS healthcare software.
• Strong working knowledge of enterprise software components, including SQL Server, networking, VMware, and operating systems.
• Ability to identify root causes of complex technical issues and deliver sustainable solutions documented with the ZOLL Diagnostic Method.
• Exceptional communication and documentation skills, solid problem-solving ability, and a customer-centric mindset.
• Ability to work enthusiastically in a fast-paced environment with curiosity and resilience.
• High school diploma required.

Nice to have

• Bachelor’s degree or equivalent professional experience.

Culture & Benefits

• Fully remote work with the option to work from the Colorado headquarters.
• Collaborative, mission-driven environment focused on improving patient outcomes.
• Opportunities for growth, mentorship, and career development.
• Competitive compensation and benefits.
• Work supports critical-care tools used by patients and healthcare professionals worldwide.