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Amwell

Technical Support Specialist

Amwell

. Assist customers in resolving technical issues and document all customer interactions in case management software (ticketing) .

Posted 10/5/2026full-timeRemote • United StatesJuniorMid-Level💰 $52,200 - $63,800 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support for customer-facing software and applications, with strong skills in troubleshooting, documentation, and communication. Proficient in utilizing ticketing systems and collaborating with cross-functional teams to resolve issues effectively.

Highest-signal resume keywords
Technical Support ExperienceApplication TroubleshootingMicrosoft Office 365 ProficiencyJava or Python ProgrammingBachelor’s Degree in Technical Discipline

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Technical SupportApplication TroubleshootingRoot Cause AnalysisLog AnalysisProgramming LanguagesTicket ManagementKnowledge Article ContributionIncident ManagementCustomer Interaction DocumentationProduct Workflow Expertise
Soft Skills
Outstanding Communication SkillsEmpathyProblem-SolvingAbility to Work IndependentlyCalm Under Pressure
Tools & Technologies
Case Management SoftwareMicrosoft Office 365TeamsZoomAtlassian Tool SuiteSalesforceAWS CloudWatchElasticsearchWebRTCRhapsody
Certifications & Qualifications
A+ITILGCP
Industry Keywords
Customer-Facing SoftwareTelehealth TransformationTechnical TroubleshootingSupport CasesProduct Lines

Tech Stack

Tools & technologies
AndroidAWSElasticSearchGoogle Cloud PlatformiOSJavaPython

About the role

Key responsibilities & impact
  • Assist customers in resolving technical issues and document all customer interactions in case management software (ticketing)
  • Assist Tier 3, developers, and other team members with obtaining troubleshooting data and details
  • Advocate for customers with empathy and urgency
  • Create, track, and manage incoming support tickets
  • Review, investigate, and resolve support cases across Amwell product lines
  • Troubleshoot and reproduce recurring software and hardware issues for resolution or developer/vendor escalation
  • Respond to customers and internal teams via phone, email, chat, and other channels
  • Handle time-sensitive situations calmly and professionally
  • Maintain thorough ticket documentation, including event timelines, findings, and reproduction steps
  • Contribute to knowledge articles and training materials
  • Support critical incident management with troubleshooting insights and customer information
  • Track and report recurring product and vendor performance trends, escalating insights as needed
  • Stay informed on product releases, configuration updates, and procedures
  • Provide rotational after-hours on-call support
  • Develop subject matter expertise in product workflows
  • Perform other assigned duties and projects

Requirements

What you’ll need
  • 0-2 years of technical support experience in Customer-facing software and applications support (web and mobile) using email, phone, and chat
  • Operating Systems experience including Windows, Windows10, OSX, iOS, and Android
  • Proficient in Microsoft Office 365 and desktop conferencing tools such as Teams and Zoom
  • Strong knowledge with one or more general purpose programming languages: Java or Python
  • Good understanding of application troubleshooting and RCA (root cause analysis)
  • Outstanding written and verbal communication skills across diverse audiences
  • Ability to work independently in fast-paced, interruption-prone environments
  • Demonstrated ability to learn quickly and work through complex problems using structured problem-solving methodologies
  • Proficient at performing application log analysis and creating stories depicting timelines of events and errors
  • Bachelor’s degree in a technical discipline and/or relevant certifications (A+, ITIL, GCP) strongly preferred
  • Familiarity/exposure to technical troubleshooting (WebRTC, integrations) using AWS CloudWatch, Elasticsearch (Kibana), Rhapsody, FHIR, etc. is a plus
  • Experience with Atlassian Tool Suite (JIRA, Confluence) and Salesforce is a plus
  • Customer-focused mindset and passion for telehealth transformation

Benefits

Comp & perks
  • Flexible Personal Time Off (Vacation time)
  • 401K match
  • Competitive healthcare, dental and vision insurance plans
  • Paid Parental Leave (Maternity and Paternity leave)
  • Employee Stock Purchase Program
  • Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
  • Free Subscription to the Calm App
  • Tuition Assistance Program
  • Pet Insurance
  • Virtual-first work environment
  • Work-life flexibility, including Summer Fridays and designated Mental Health Days
  • Opportunities to stretch and learn
  • Generous total rewards packages