Technical Support Specialist

Rezilient Health

About the Company

Job Description

Required Skills

Key Responsibilities

• Act as the primary intake point for support requests across multiple channels (ticketing system, and phone)
• Triage requests from internal staff, external partners, and patients
• Assess, categorize, and prioritize incoming issues (e.g., product bugs, IT issues, account errors, patient inquiries)
• Provide initial troubleshooting and resolution for common issues
• Resolve common support requests such as: Scheduling errors and incorrect or duplicate patient accounts, Login/access issues (e.g., password resets, email access), Device and connectivity issues (Wi-Fi, hardware, system access), Basic patient-facing issues such as account access or navigation support
• Distinguish between user error, configuration issues, and true system bugs
• Serve as a support contact for non-medical inquiries from patients and external users
• Provide guidance on platform usage, access, and general troubleshooting
• Route clinical or care-related questions to the appropriate clinical teams
• Ensure a high-quality, empathetic experience for external users while maintaining appropriate boundaries and information security.
• Route issues to the appropriate teams based on defined categories: IT (devices, access, connectivity), Product/Engineering (application or technical infrastructure issues, workflows, bugs), Clinical/Care Navigation (patient-related or clinical inquiries)
• Escalate high-priority incidents using defined incident response workflows
• Log and track all requests in a ticketing system (e.g., Asana or similar)
• Ensure visibility into previously untracked requests (e.g., chat messages, phone calls)
• Convert product issues into actionable tickets for engineering (e.g., Jira)
• Maintain clear, accurate documentation of issues and resolutions
• Reproduce reported issues and document clear steps, expected vs. actual behavior, and supporting evidence
• Validate bug fixes and confirm resolution before closing tickets
• Perform basic QA testing (e.g., smoke testing) on new features and releases
• Partner with Product and Engineering to ensure quality and completeness of fixes
• Escalate inconsistencies or regressions identified during testing
• Identify patterns in support requests (internal and external) and surface recurring issues to Product and Engineering teams
• Provide structured feedback on usability, workflows, and pain points based on frontline experience
• Help improve internal knowledge bases, troubleshooting guides, and support documentation
• Contribute to defining and refining support workflows, triage paths, and issue categories

Qualifications

• Bachelor’s degree in a relevant field is required
• Prior experience in customer support, operations, IT support, QA, or a related field
• Strong problem-solving skills and attention to detail
• Clear written and verbal communication skills, including experience interacting with external users or customers
• Ability to manage multiple requests and prioritize effectively
• Working experience with ticketing, knowledge base, and practice management systems (e.g., Jira, Zendesk, Asana)
• Exposure to QA, testing, or bug tracking processes
• Willingness to be on call and monitor the ticketing system to address time-sensitive issues on weekends as needed.
• Ability to travel as needed to HQ in St. Louis, Missouri for team meetings
• Strong background in customer service and internal stakeholder management
• Ability to autonomously troubleshoot software or basic IT issues
• Proficiency with building how to / support documentation
• Prior or current experience in healthcare, health tech, and operations environments
• Prior experience as a Customer Support Specialist, Customer Support Engineer, or Technical Support Engineer, in a quickly growing tech-forward environment.
• Fast learner who can become a “super user” of internal tools.
• Enjoy figuring things out and solving ambiguous problems.
• Organized and bring structure to chaotic or ad-hoc processes.
• Comfortable communicating with both internal stakeholders and external users/patients.
• Demonstrate empathy and professionalism when supporting users, both internal and external.
• Stay calm under pressure and can handle urgent or time-sensitive issues.
• Interested in how products are built and improved, and enjoy contributing to testing and quality.

Benefits & Perks

• Generous PTO
• Paid family leave
• Comprehensive medical, dental, vision, and life insurance
• Stock options

How to Apply

Apply now to learn more!

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Posted Date

April 17, 2026