Technical Support Specialist

Our Technical Support Specialist (USA) is responsible for providing both software and hardware technical support to our partners and customers. You will directly report to our Head of Customer Success, and work in close contact with our Israel-based R&D team.


Boston MA, USA


Full time

In this role you can expect to:

  • Identify hardware and software difficulties, while providing solutions
  • Troubleshoot technical issues remotely and on site for our partners and end users, including nurses, doctors, and other medical personnel
  • Identify and resolve network issues
  • Handle customer technical support cases through phone and email submission
  • Complete detailed reports listing requests for technical assistance, steps taken to resolve them, and the specific dates/individuals involved, giving clear indications to the R&D department on how to improve our product
  • Act as a point of contact for all computer and system related concerns from clients and other employees, working in synergy and finding perfect solutions with the R&D department
  • Function as the focal point of communication between the development team in Israel and clients in the U.S. regarding all technical software and hardware queries
  • Create training materials pertaining to use and troubleshooting for our products
  • Support new releases from the development team – translating new features, changes, and bug fixes to the end user
  • Maintain a working log detailing all required system updates, open and closed queries, and unresolved cases
  • Attend in-person meetings with clients to analyze, troubleshoot, and diagnose hardware problems
  • Train tier 1 technical support specialists
  • Willingness to travel up to 50% (estimated average 25%). Since travel is based on customer and business needs, it may vary.

To succeed in this role, we are looking for the following skills and experience:

  • Relevant BA degree
  • 2-5 years of relevant working experience
  • Experience working with hospital EHRs and network, preferably from an IT perspective
  • Ability to translate technical problems and solutions in an easily understandable, streamlined manner
  • Good technical and problem-solving skills coupled with the ability to provide quick and effective resolution to problems
  • Experience navigating and steering customer engagements to completion with a high level of customer satisfaction
  • Excellent problem solving and interpersonal skills
  • Experience working in a client-facing role – phone, email, video-chat, face-to-face
  • Proven ability to gather data, synthesize information, and create an insightful analysis that both educates and outlines a clear direction for action
  • Strong verbal, written, and organizational skills
  • Passion for working with clients through technical problems
  • Data-driven, strong self-starter, while also being a team player
  • Experience working with multidisciplinary and culturally diverse teams
  • Experience with bug management in DevOps environment, preferred