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Dario · 5 days ago

Technical Support Specialist

United States

Full-time

Remote

Mid Level

3+ years exp

Dario is on a mission to make better health easy, helping people improve their health every day. The Technical Support Specialist serves as a bridge between support teams and R&D, handling escalated customer issues that require advanced troubleshooting and coordination with development teams.

Health CareHealth DiagnosticsMedical DeviceSoftwareTherapeutics

Growth Opportunities

Hiring Manager

Nishant Saini

Responsibilities

Responsible for escalations beyond Tier 1/2 scope, including complex bugs, technical failures, or high-impact customer issues

Validate, reproduce, and document reported issues with clear steps, logs, and system data before escalating to R&D

Create and manage Jira escalation tickets linked to Salesforce cases, ensuring complete documentation and accurate prioritization

Provide Tier 2 Support guidance, mentorship, and knowledge sharing to improve frontline troubleshooting

Track and monitor open escalations

Communicate updates back to support agents in a clear and timely manner

Contribute to internal knowledge base by documenting resolutions, workarounds, and postmortems

Customer facing interactions

Qualification

Technical support experienceJira Service ManagementSalesforceProgramming languageTroubleshooting complex issuesCommunication skillsOrganizational skillsOwnership mindset