Technical Product Support Specialist II (Healthcare SaaS)

Location: Fully remote; open to candidates in any time zone. Option to work from the Colorado headquarters.

Salary: $18–$28 per hour.

Company

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

What you will do

• Manage advanced troubleshooting for assigned enterprise products, identifying root causes across databases, operating systems, networking, and other technical components.
• 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 teams through Jira Service Desk.
• Coordinate cross-product support and incident management for high-priority technical cases and outages while maintaining SLA and response-time compliance.
• Document cases in Salesforce using the hirify.global Diagnostic Method and create or update knowledge-base articles in Salesforce and Confluence.
• Analyze customer cases to identify technical trends, propose preventative support initiatives, and contribute to peer support through Microsoft Teams and Slack.
• Provide proactive customer assistance through Five9, email, LogMeIn Rescue, and other preferred contact methods while monitoring pending internal technical cases.

Requirements

• 2–4 years of experience in technical product or customer support, ideally in enterprise and/or SaaS healthcare software.
• Strong working knowledge of SQL Server, networking, VMware, operating systems, and enterprise software components.
• Ability to identify root causes of complex issues and deliver sustainable technical solutions documented using the hirify.global Diagnostic Method.
• Exceptional communication and documentation skills, solid problem-solving ability, and a customer-centric mindset.
• Enthusiasm for helping others, curiosity, resilience, and the ability to work in a fast-paced environment.
• 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 with products supporting critical cardiopulmonary and respiratory care worldwide.