🛠 Tech Stack

💼 About This Role

You'll resolve Tier 1 and Tier 2 support requests for public health SaaS solutions, triaging issues and guiding clients remotely. Your work will directly stop the spread of disease by ensuring agencies can effectively use our software. This role offers a virtual-first culture with a focus on teamwork and client outcomes.

🎯 What You'll Do

• Triage, investigate, and resolve assigned support requests
• Guide clients remotely through issues and application functionality
• Create and maintain client support knowledge articles and SOPs
• Identify recurring issues and communicate process improvements

📋 Requirements

• 2+ years customer service and troubleshooting experience
• 1+ years hands-on SaaS or enterprise software support
• Technical acumen through training or coursework
• Exemplary client service and communication skills

✨ Nice to Have

• Experience in public health or mission-driven environments
• Familiarity with Jira, Smartsheet, Confluence
• Exposure to syndromic surveillance or ESSENCE

🎁 Benefits & Perks

• 🏠 Remote-first culture
• 💡 Impactful mission stopping disease through technology
• 📈 Professional growth with open feedback culture
• 🤝 Collaborative team with high expectations
• 🕒 Flexible schedule covering West Coast hours

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Team Interview· 45 min