Product Support Specialist

About Vitalize

Our Vision: Unlock Healthcare's Full Capacity Health systems still run critical operations like staffing, labor planning, and capacity on spreadsheets, phone calls, and guesswork. Vitalize is building the AI operating system for how health systems manage labor and capacity. The impact is real: we save hospitals millions in unnecessary labor spend, give clinical leaders back 10–20 hours every week, and are often the reason staff and leaders stay. We’re trusted by leading health systems across the country and have raised more than $31M from top healthcare and technology investors, including our own customers.

Our Values We hire and grow everyone against the same four values. Each one comes from a real Vitalize story—interview with us to hear them!

• 🚗 Push the Car. Step in regardless of role. We help wherever we're needed, own problems end to end, and don't stay in our lane. People can count on us.

• 🏥 Premier 1K. We show up for our customers, always. Nearly everyone visits a customer site in their first month, and customer feedback informs everything we do.

• 🗣️ Run Towards the Ugly. Name the ugliest truth first, then propose the fix. Candor over comfort—we call out what's broken, and never get complacent. This shapes our craft.

• 💡 Think Bigger Fridays. See the gap, fill it—no permission required. Every decision is an experiment: we run it, let the results decide, and drive real impact from day one.

The Role This is Vitalize’s first support role dedicated to expanding our support coverage in the Eastern time zone. As a Product Support Specialist at Vitalize, you will play a key role in driving improvements to our support processes, product quality, and operational efficiency. This role goes beyond addressing escalated customer questions. It’s about strategically enhancing the way we scale our support operations. You’ll take ownership of delivering prompt support for complex technical user issues and collaborate across teams, including Engineering, Product, and Customer Experience, to resolve them efficiently and effectively. You’ll leverage your technical expertise, particularly in analyzing trends and reports, to identify and address root causes of customer escalations. Your ability to work cross-functionally will ensure that customer feedback translates into actionable improvements, not only for support processes but also for the broader product experience. In this role, you'll help drive continuous improvements that contribute to better customer experiences and optimize key metrics like Customer Satisfaction (CSAT) and First Response Time (FRT) as we continue to scale.

What You'll Do

• Be Vitalize’s first East Coast support specialist, expanding service hours starting at 8 AM Eastern time

• Act as the primary point of escalation for our go-to-market teams, leveraging your expertise to troubleshoot and collaborate with Engineering, Product, and Operations teams to resolve user problems

• Drive continuous improvement initiatives focused on key performance metrics such as CSAT, FRT, First Contact Resolution Rate, and SLA compliance, using data-driven insights to optimize support processes

• Support the development and implementation of an AI-augmented support strategy

• Create and refine internal and external documentation to empower users with self-service options, reducing reliance on support teams and enhancing overall efficiency

• Develop deep product and platform expertise, working cross-functionally to diagnose and prevent recurring issues while contributing to feedback loops that improve both product quality and support workflows

• Strategically scale and optimize support operations to enhance efficiency, improve the user experience, and maintain high standards of service as Vitalize grows

What You'll Bring

• 3+ years in a support capacity focusing on escalated issues and/or technical troubleshooting, with a track record of contributing to performance metrics like CSAT and response times

• Exceptional problem-solving skills, with the ability to diagnose complex technical issues, query data, and review product logs; you can drive problems to resolution efficiently and effectively

• Proven ability to influence and collaborate with cross-functional partners, including Engineering, Product, and Operations, to drive long-term solutions and ensure customer feedback informs product improvements

• Experience owning projects or significant portions of projects, with a focus on optimizing processes, workflows, and support operations to drive performance improvements. You have strong organizational skills to manage multiple tasks in a fast-paced environment

• Excellent written and verbal communication skills; you can distill complex, technical material into readily digestible instructions and explanations, provide high-quality bug and feedback reports, and create and refine documentation that empowers users with self-service options and enables support agents to work more efficiently

• Ability to operate with a high level of autonomy in ambiguous situations

Nice to Haves

• Experience working with support tooling and automations

• Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes

• Experience with tools and technologies like Salesforce, Zendesk, Pylon, SQL databases, and LLMs

Benefits

• Medical, dental, and vision insurance

• 401(k) with company match

• Flexible PTO

• Unlimited travel budget to visit customer sites

• Twice-yearly company off-sites

• Free meals in the office

• $5,000 relocation bonus for eligible employees

• Desk setup reimbursement

• Commuter benefits

• Monthly gym/wellness stipend

• An awesome office in Jackson Square, steps from the water