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Propelus · 1 month ago

Technical Product Support Specialist

United States

Full-time

Remote

Entry Level

$50K/yr - $60K/yr

1+ years exp

Propelus® simplifies workforce compliance management across healthcare. They are seeking a motivated and analytical Technical Product Support Specialist to serve as the operational bridge between customers, support teams, and Product Engineering, providing actionable insights to inform product improvements.

ComplianceEducationGovernmentHealth CareHuman ResourcesInformation TechnologyMedicalPublic SafetyReal TimeSoftware

Work & Life Balance

Responsibilities

Serve as the final escalation point for complex technical issues

Troubleshoot, identify root causes, and provide effective workaround solutions while coordinating with Engineering to ensure bug resolution meets SLAs

Analyze support data to identify recurring end-user friction points

Document feature requests and system suggestions, ensuring the 'Voice of the Customer' directly influences the product roadmap

Maintain system synchronization and data hygiene between support ticketing tools (e.g., Jira, Zendesk) and product development information systems

Serve as the primary source of product knowledge, keeping all customer-facing teams informed of changes and known issues

Champion a 'documentation-first' approach by contributing to and promoting internal and self-service knowledge bases

Assist on client calls to diagnose intricate, complex problems, conduct research, and provide subject matter expertise to both customers and colleagues

Qualification

Technical SupportSoftware Quality AssuranceSQLExcelJiraCustomer SatisfactionCritical ThinkingCommunication SkillsTime Management

Required

1+ years in Technical Support or Software Quality Assurance (QA)

Bachelor's degree in a related field or equivalent practical experience

Proficiency in Excel is required

Exceptional critical thinking skills with a proven ability to perform root cause analysis and thrive in fast-paced environments

Exceptional written and verbal communication skills; ability to convey complex technical details clearly to non-technical stakeholders

Deep commitment to customer satisfaction and a self-driven, 'get it done' attitude

You show initiative, are committed to continuous improvement, and manage your time efficiently

Productive and organized, but maintain a good sense of humor and enjoy a collaborative team environment

Preferred

Experience with SQL, Jira, and formal Software Quality (QA) processes is strongly preferred

Benefits

Professional development allowance to help you grow in the ways that mean the most to you.

Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent.

401K with company matching, as well as financial planning education and resources.

Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.

Lifestyle Spending Account (LSA): We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door.

Your health is our top priority! We cover 100% of your health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are.

Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team.

We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate.