Product Support Specialist

Job not on LinkedIn

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $95k - $135k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ArcHouse

WebsiteLinkedInAll Job Openings

2 - 10 employees

🏥 Healthcare

☁️ SaaS

🤝 B2B

Healthcare • SaaS • B2B

ArcHouse is a software-as-a-service platform (operated by HospiceMatch, Inc. d/b/a ArcHouse) that streamlines referral-to-admission workflows for home-based care providers, including hospice, palliative care, and home health agencies. The platform centralizes referrals from fax, email, EHRs, portals and phone; automates insurance eligibility checks, medical-record retrieval, consent/e-signature collection, and other manual intake steps; and provides unified intake, collaboration tools, and analytics to help intake teams track SLAs, conversion rates, and bottlenecks. ArcHouse is positioned as a B2B tool for healthcare organizations to reduce time from referral to admission and improve intake efficiency.

📋 Description

• Support clinicians, care teams, and health system administrators after go-live, including account and user setup, permissions, SSO, and day-to-day how-to questions • Investigate and resolve inbound issues across Pylon, email, in-app chat, phone, and shared Slack channels • Troubleshoot technical problems using APIs, SQL, and application logs • Reproduce bugs across browsers, devices, and customer environments • Partner with engineering to document, prioritize, and verify fixes • Handle protected health information in accordance with HIPAA and security policies • Surface customer feedback trends and insights to inform product decisions • Write and maintain help center articles and internal runbooks • Lead projects improving the support experience, internal knowledge sharing, and support operations

🎯 Requirements

• 2+ years in customer or technical support for a B2B software product, ideally SaaS • Excellent written and verbal communication, with the ability to explain technical issues plainly to clinical and non-technical users • Hands-on experience with APIs and writing SQL queries to investigate issues • Ability to identify root cause from logs, data, and API responses • Experience reproducing issues with customers and writing clear, complete engineering tickets • Experience handling sensitive data under HIPAA or a similar framework such as SOC 2 or GDPR • Good judgment about when to escalate • Calm, organized, and thorough under pressure • Curiosity about healthcare and clinical team workflows • Experience supporting health system customers or working in or alongside clinical settings • Familiarity with EHR systems, HL7/FHIR, or SSO/SAML setups • Experience with Pylon or similar B2B support tools

🏖️ Benefits

• Equity • Health, dental, and vision insurance • Fully remote work environment • Setup stipend • Unlimited PTO • Regular team events and off-sites • Optional co-working offices in New York and San Francisco

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