Equip · 6 hours ago
Product Support Analyst II
United States
Full-time
Remote
Mid Level
4+ years expEquip is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. The Product Support Analyst II will support in-house products and assist both end users and employees by resolving technical issues, enhancing user experience, and contributing to product support workflows.
Health CarePersonal HealthWellness
Responsibilities
Deliver prompt, courteous, and effective support to both external users and internal employees encountering product or technical issues
Investigate and troubleshoot software and platform-related problems reported by users via various channels (phone, email, chat, etc.)
Proactively identify patterns in customer issues and communicate actionable insights
Escalate unresolved or complex issues to appropriate internal teams and follow through to ensure resolution. Comfortable navigating ambiguous situations
Maintain and improve internal and external documentation, ensuring resources are clear, accurate, and up to date
Contribute to the creation and optimization of support workflows, processes, and tools to drive team efficiency and user satisfaction
Collaborate cross-functionally in a fast-paced environment, demonstrating adaptability and an ability to manage competing priorities
Participate in after-hours or weekend support as needed to meet business demands
Perform other duties as assigned
Qualification
Required
A bachelor's degree in computer science, information technology, engineering, or a related field
4+ years of experience in product application support, IT Helpdesk, or a similar customer-facing technical role
Ability to work 8 am - 5 pm EST
Demonstrated troubleshooting and analytical skills, with a proactive, solutions-focused mindset
Quick learner with a strong interest in mastering new technologies and systems, including Equip's platform
Excellent verbal and written communication skills, with an ability to explain technical concepts to both technical and non-technical users
Effective multitasker who can manage multiple tickets, priorities, and stakeholders in a fast-paced environment
Working knowledge of databases, with experience using database tools to investigate data-related issues
Experience with MDM Admin (ideally Jumpcloud), GSuite Admin, Mac Support, PC Support, SAAS support, JIRA or other ticketing systems
Preferred
Experience with Postman, AWS Console Admin, Salesforce, or other enterprise platforms is a plus
Fluency in Spanish is a strong plus, particularly for supporting our bilingual users
Benefits
Flex PTO policy (3-5 wks/year recommended) + 11 paid company holidays.
Competitive Medical, Dental, Vision, Life, and AD&D insurance.
Equip pays for a significant percentage of benefits premiums for individuals and families.
Maven, a company paid reproductive and family care benefit for all employees.
Employee Assistance Program (EAP), a company paid resource for mental health, legal services, financial support, and more!
$50/month stipend added directly to an employee’s paycheck to cover home internet expenses.
One-time work from home stipend of up to $500.
Company
Equip
Equip gives families lasting recovery from eating disorders through dedicated virtual care teams and gold-standard treatment delivered at home.
501-1000 employees
H1B Sponsorship
Equip has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (2)
2023 (2)
2022 (7)
2021 (1)
Funding
Current Stage
Late StageTotal Funding
$163.81MKey Investors
TCGOptum VenturesF-Prime
2025-07-30Series Unknown· $54.15M
2024-04-11Series C· $35M
2022-02-16Series B· $58M
Leadership Team
Kristina Saffran
Cofounder and CEO
Erin Parks, Ph.D.
Co-Founder, Chief Clinical Officer
Recent News
General Catalyst
2025-12-26
Behavioral Health Business
2025-09-19
Behavioral Health Business
2025-08-02
Company data provided by crunchbase