Product Support Specialist

November 4

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Zivian Health

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Healthcare Insurance • Compliance • SaaS

Zivian Health is a healthcare technology platform that provides solutions for Nurse Practitioners (NPs), Physician Assistants (PAs), and healthcare organizations. The platform focuses on automating compliance, managing healthcare collaborations, and improving clinical quality through real-time tracking and reporting tools. Zivian Health aims to empower independent healthcare providers by simplifying compliance processes, enhancing collaboration opportunities with physicians, and supporting organizations to stay focused on patient care.

11 - 50 employees

Founded 2022

⚕️ Healthcare Insurance

📋 Compliance

☁️ SaaS

💰 $3M Seed Round on 2023-08

📋 Description

• Diagnose and resolve incoming customer tickets with speed and accuracy — whether technical, functional, or workflow-related. • Identify patterns in feedback, escalate recurring issues, and advocate for user needs within the product team. • Work directly with PMs and engineers to triage bugs, verify fixes, and communicate solutions back to customers. • Maintain deep familiarity with Zivian’s platform architecture, data flows, and common edge cases to ensure precise troubleshooting. • Partner with Product Managers during shaping and build cycles to validate functionality before release. • Document new product functionality, draft internal FAQs, and train internal stakeholders on feature changes. • Track product-related issues through resolution and verify customer satisfaction post-fix. • Capture insights from support interactions that inform discovery, shaping, and prioritization decisions. • Partner with Marketing or AM to update help content, in-app guidance, and support macros.

🎯 Requirements

• 2–5 years in product support, technical support, or customer success for SaaS or healthcare platforms. • Working knowledge of application architecture concepts (APIs, integrations, data syncs). • Strong troubleshooting instincts — you find root causes, not just symptoms. • Exceptional written and verbal communication skills — you translate technical complexity into clarity. • High accountability and ownership — you follow issues through until resolution. • Comfort using tools like HubSpot, Jira, GitHub, or similar platforms for ticketing and collaboration. • Bonus: experience in healthcare operations, compliance, or healthtech integrations.

🏖️ Benefits

• A dynamic, diverse, and collaborative work environment. • Fast-paced startup culture full of growth minded colleagues. • A distributed team with opportunities for in-person collaboration. • Competitive compensation and benefits package. • A supportive, non-competitive work environment where the team truly cares about one another. • Opportunities for continuous learning and professional growth. • Flexibility in work location.