Product Support Specialist II (SaaS)

Location: Remote work from home; compensation is based on the employee’s primary work location and applicable federal, state, and local wage laws.

Salary: $18–$26 per hour. A later posting section lists an hourly rate of $23–$26.

Company

Develops medical devices, SaaS products, and related services for diagnosing and treating serious cardiopulmonary and respiratory conditions.

What you will do

• Provide advanced troubleshooting for assigned cloud-based products and identify root causes of customer issues.
• Resolve complex cases independently and escalate only critical or unresolved problems.
• Collaborate across customer support and other departments on multi-product and workflow issues.
• Create and update knowledge-base articles documenting solutions to complex problems.
• Analyze customer cases to identify product trends and propose preventative support initiatives.
• Cross-train on additional products across the product suite.

Requirements

• Bachelor’s degree in a related field or equivalent product or technical support experience.
• Typically 2–4 years of technical support or product support experience.
• Experience troubleshooting complex product issues and collaborating across teams.
• Strong analytical thinking, problem-solving, communication, and customer service skills.
• Ability to understand advanced SaaS product features and integrations.
• Experience documenting solutions and identifying recurring product issues.

Culture & Benefits

• Full-time work-from-home position.
• Work supporting products intended to improve patient outcomes and save lives.
• Culture emphasizing innovation, self-motivation, and entrepreneurial spirit.
• Comprehensive employee benefits are available.
• Reasonable workplace accommodations are provided in compliance with the Americans with Disabilities Act.