Product Support Specialist I

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $57.4k - $67.5k / year

⏰ Full Time

🟢 Junior

💝 Customer Support

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.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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Prenuvo

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

🤖 Artificial Intelligence

🧬 Biotechnology

💰 Debt Financing on 2022-10

Healthcare • Artificial Intelligence • Biotechnology

Prenuvo is a fast growing health tech company specializing in whole body diagnostic imaging. We are a global leader in whole body MRI screening with a track record of early detection of cancer and other major health diseases. In an era of reactive and fragmented health screening, Prenuvo is rooted in early detection through cutting-edge imaging technology. Our technology brings together comprehensive scans, AI-augmented analysis, and protocols that have been honed over years of research and practice. Together, Prenuvo’s scans offer unparalleled diagnostic accuracy for you and your doctor. We empower people to make informed decisions about their health by putting comprehensive, consistent, and detailed scans in your hands. Simply put, we offer you a window into your own body. Prenuvo is one of the first scans to use artificial intelligence to build consistent, reliable, and standardized reports for the radiologists interpreting your scans. We provide faster, easier access to the clinically-significant insights needed to make more informed health decisions. We do it to help people live longer, better, healthier lives. A more comprehensive picture of your body enables you to feel empowered and advocate for yourself.

📋 Description

• Serve as the first point of contact for clinical and operational teams through the ticketing system • Triage incoming tickets by severity and impact • Resolve issues directly and drive every issue to resolution within SLA targets • Reproduce reported problems and gather details for engineering • Write clear, well-documented defect reports • Escalate issues requiring deeper engineering investigation and drive resolutions • Support incident response by gathering information, updating status pages, and communicating impact in plain language • Troubleshoot using runbooks, address FAQs, and use Confluence canned responses • Investigate issues using internal admin tools, dashboards, and application logs • Identify recurring ticket trends and surface patterns to engineering and product teams • Support improvements to first response time, resolution time, and ticket volume • Operate within the Quality System and maintain records supporting regulated Medical Devices • Exercise judgment on privacy-sensitive cases including entangled patient profiles, merge requests, and data integrity issues

🎯 Requirements

• 1-2 years of experience in product support, technical support, or a help desk role supporting a software product • Experience working a queue in Jira, Zendesk, Freshdesk, or similar ticketing systems • Experience managing requests against SLA targets • Strong troubleshooting skills and methodical issue reproduction • Basic ability to navigate web applications, read error messages, and use browser developer tools • Experience writing knowledge base articles, FAQs, and step-by-step guides • Strong prioritization skills and ability to manage competing urgent requests • Strong communication skills and ability to work collaboratively in remote/async environments • Bachelor's Degree in Computer Science or a related field, equivalent experience, or evidence of exceptional ability • Legally authorized to work in the United States at the time of hire without current or future employer visa sponsorship • Successful completion of a background check • Nice to have: experience supporting healthcare products or working in privacy-sensitive environments • Nice to have: exposure to Datadog or Sentry • Nice to have: basic experience with browser DevTools, SQL, and Postman

🏖️ Benefits

• Positive impact on people's lives and their health • Free whole-body scans for each team member • Growth opportunities and flexible career paths • Weekly team gatherings to connect, share, and socialize • Flexible vacation policy • 401(k) retirement savings plan with pre-tax contributions; no company matching contributions currently offered • Comprehensive health, dental, vision, and mental health coverage