Product Support Specialist I

Prenuvo

. Serve as the first point of contact for clinical and operational teams through the ticketing system .

Posted 10/15/2026full-timeRemote • United StatesJunior💰 $57,375 - $67,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates strong troubleshooting skills and the ability to manage ticketing systems effectively while ensuring compliance with quality standards in regulated environments. Capable of writing clear documentation and communicating technical information to diverse teams.

Highest-signal resume keywords

Ticketing System ExperienceSLA ManagementTroubleshooting SkillsCommunication SkillsBachelor's Degree in Computer Science

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Product SupportTechnical SupportIssue ReproductionKnowledge Base Article WritingSQLBrowser Developer Tools

Soft Skills

Prioritization SkillsCollaborative Work

Tools & Technologies

JiraZendeskFreshdeskDatadogSentryConfluence

Industry Keywords

Medical DevicesPrivacy-Sensitive EnvironmentsIncident Response

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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