Technical Support Specialist
7 days ago
SafelyYou is a mission-driven company that develops artificial intelligence to support care for those with Alzheimer's disease, dementia, and other cognitive impairments. Our technology aims to reduce the frequency and impact of falls, the leading cause of hospitalization for those living with dementia. We have peer-reviewed results showing up to 80% fewer falls with an average of 40% fewer falls and 80% fewer ER visits from falls.
We are seeking a skilled Product Support Specialist to join our team. As a key member of our support team, you will work closely with our Business Operations Manager and Technical Product Manager to assist in the execution of product development and support initiatives.
About SafelyYou
SafelyYou is a rapidly scaling company that has raised $60m in funding through series A and series B financing. We are committed to creating a diverse, equitable, and inclusive workplace that celebrates diversity. We believe that a diverse team makes us a more relevant, competitive, and resilient company.
Our Technology
We develop artificial intelligence to support care for those with Alzheimer's disease, dementia, and other cognitive impairments. Our first product is focused on reducing the frequency and impact of falls, the leading cause of hospitalization for those living with dementia. We have peer-reviewed results showing up to 80% fewer falls with an average of 40% fewer falls and 80% fewer ER visits from falls.
Your Role
This is a remote role. As the Product Support Specialist, you will play a critical role in identifying, diagnosing, and resolving production issues while ensuring a seamless experience for customers. Key responsibilities include:
- Serve as the primary point of contact for resolving technical issues in production environments, ensuring the smooth operation of SafelyYou's products.
- Analyze and diagnose issues reported by customers or internal teams, utilizing logs, data, and debugging tools to identify and resolve root causes.
- Conduct detailed root cause analysis for recurring problems, and work with cross-functional teams to implement long-term fixes.
- Work closely with the engineering team to communicate technical issues, propose solutions, and assist in testing fixes or new features before deployment.
- Create detailed documentation of bugs, troubleshooting steps, and resolutions to build a knowledge base that improves future issue resolution.
- Collaborate with the Business Operations team to prioritize and resolve customer-reported issues, providing timely and clear communication on progress and resolution.
- Identify trends in recurring issues and suggest process or product improvements to enhance overall system stability and reduce future issues.
- Support the customer success team in onboarding, training, and ensuring the adoption of new features.
- Help monitor product usage and adoption metrics, identify areas for improvement, and drive initiatives to enhance product engagement.
- Collaborate with Product: Partner closely with the product team by sharing feedback and prioritizing issues. Assist in defining requirements to ensure the solutions meet customer needs.
Requirements
To be successful in this role, you will need:
- 3-4 years of experience in product support, technical support, or a similar role, preferably within a tech or healthcare environment.
- Ability to understand and troubleshoot technical issues, with a solid understanding of software development processes and web/mobile applications.
- Strong verbal and written communication skills, capable of explaining complex concepts to both technical and non-technical audiences.
- Familiarity with Agile project management methodologies and experience working within a Scrum framework is a plus.
- Ability to work cross-functionally with multiple teams and stakeholders in a fast-paced environment.
- Familiarity with healthcare technology or assistive devices is an advantage.
- Experience supporting or working on SaaS products is preferred.
- Understanding of project management principles and experience in project coordination.
Why Choose Us?
We offer a competitive compensation package, including but not limited to:
- A mission-driven company culture.
- Fully remote work arrangement.
- Competitive salary ($120,000 per year) and benefits, including fully paid employee premiums for Medical, Dental, and Vision.
- 401k Program.
- Monthly Education, Well-being & WFH stipends.
- Unlimited PTO.
- Growth Potential.
- Company Retreats.
- Medical & Family/Parental Leave.
Salary: $120,000 per year
Location: Remote
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