Product Support Specialist

About the Role

We are hiring a Product Support Specialist to support ThriveCare — our clinician portal and core care delivery platform used daily by thousands of behavioral health clinicians nationwide.

In this role, you’ll be the front line of support, helping clinicians resolve issues quickly while also independently diagnosing problems, validating data, and determining the right path forward. You’ll also play a key role in maturing our support processes as we continue to scale.

This is an ideal role for someone who enjoys problem‑solving, working directly with end users, and partnering closely with Product and Engineering to enhance a mission-critical platform.

What You’ll Do

• Serve as the primary point of contact for clinician-facing product support tickets.
• Respond to, manage, and prioritize incoming issues with clarity, professionalism, and urgency.
• Independently troubleshoot platform and workflow issues using structured investigation methods.
• Run basic SQL queries and perform first-level technical diagnostics to validate and analyze data.
• Identify whether issues stem from user error, workflow confusion, configuration problems, or product bugs.
• Create clear, well-documented bug reports for Engineering when needed.
• Escalate complex issues while maintaining ownership and ensuring follow-through.
• Identify recurring problem patterns and partner with Product and Engineering to reduce ticket volume.
• Build and maintain internal knowledge base documentation for recurring issues.
• Contribute to the design and implementation of more scalable support processes, documentation, and triage workflows.
• Use AI-powered support tools and agentic workflows to improve response speed and accuracy.

Requirements

Core Experience

• 2–5 years in product support, technical support, system support, or similar roles.
• Experience supporting software platforms with large volumes of operational or internal users.
• Strong troubleshooting and problem‑solving skills.
• Ability to write and run SQL queries for data validation and issue diagnosis (required).
• Strong written communication skills, especially when communicating with non-technical users.
• Ability to manage multiple tickets simultaneously in a fast-paced environment.
• Comfortable operating in evolving processes and startup-like environments.

Preferred Qualifications

• Experience supporting internal tools or workflow-heavy systems.
• Background in healthcare, behavioral health, or other regulated industries.
• Familiarity with ticketing systems (e.g., Freshservice, Zendesk, Jira, ServiceNow).
• Experience collaborating with Product and Engineering teams.
• Hands-on experience using AI and agentic tools to enhance support operations.

Tools & Technical Skills

• Required: SQL for query writing and database troubleshooting.
• Preferred: Freshservice or similar ticketing tools; Jira familiarity a plus.
• Comfortable with AI-powered support tools and automation.