Product Support Specialist II (SaaS)

TL;DR

Product Support Specialist II (SaaS): Providing advanced functional support and troubleshooting for cloud-based medical software solutions with an accent on complex issue resolution and cross-product collaboration. Focus on analyzing product trends, contributing to the knowledge base, and driving proactive improvements in customer satisfaction.

Location: Must be based in the United States

Salary: $23.00–$26.00 per hour

Company

A global medical device and software corporation dedicated to improving patient outcomes through innovative cardiopulmonary and respiratory care technologies.

What you will do

• Provide advanced troubleshooting for assigned SaaS products to identify root causes of complex customer issues.
• Manage and resolve complex inquiries independently, escalating only critical problems to senior staff.
• Collaborate across teams to ensure seamless support for multi-product workflows.
• Contribute to the knowledge base by documenting solutions and sharing insights with the team.
• Analyze customer case trends to propose preventative support initiatives and reduce recurring issues.
• Cross-train on additional products within the suite to broaden technical expertise.

Requirements

• Must be based in the United States
• Bachelor’s degree in a related field or equivalent professional experience.
• Typically 2–4 years of experience in product or technical support roles.
• Demonstrated ability to troubleshoot complex product issues and collaborate effectively across departments.
• Strong analytical thinking, problem-solving, and communication skills.

Culture & Benefits

• Comprehensive benefits plans available.
• Commitment to innovation, self-motivation, and an entrepreneurial spirit.
• Opportunity to work on lifesaving medical technologies.
• Inclusive work environment that values diversity and equal opportunity.