Technical Support Specialist (SaaS & AI)

As a Technical Support Specialist at Hire Overseas, you'll play a vital role in connecting users with the engineering team for a cutting-edge AI healthcare platform. This position is not just about answering questions; you'll actively diagnose and resolve production issues, ensuring that users have a seamless experience. Your day-to-day will involve monitoring support channels, triaging incoming issues, and providing first-response technical support to users, all while maintaining clear communication with both clinicians and engineers.

In this role, you'll be responsible for navigating production databases and running command-line scripts to troubleshoot issues. You'll need to validate fixes and confirm resolutions before closing tickets, ensuring that users can operate the platform effectively from day one. Additionally, you'll facilitate user onboarding and manage access, handling tasks like account resets and permission changes.

Your ability to translate user pain points into concise technical bug reports will be crucial for the engineering team. You'll work closely with engineers, providing them with the context they need to resolve escalated issues quickly. Tracking active tasks and improving runbooks will also be part of your responsibilities, helping to streamline processes as the company grows.

This role is ideal for someone with a technical background who thrives in a fast-paced environment and is committed to ownership and problem-solving. If you're looking to make a real impact in healthcare technology, this position offers a unique opportunity to contribute to meaningful outcomes for patients.