Technical Product Support Specialist

Propelus® simplifies workforce compliance management across healthcare. Our innovative technology and strategic partnerships empower millions of professionals, their employers, and regulators to work together, creating a connected and efficient healthcare ecosystem.

As a trusted leader for over 20 years, Propelus has focused on bringing more good into the lives of the people and organizations serving healthcare. We deliver seamless compliance solutions to millions. We leverage market-leading technology and essential data to simplify complex operations, reduce risk, and champion a safer, healthier, and happier workforce.

We are seeking a motivated and analytical Technical Product Support Specialist to serve as the operational bridge between our customers, support teams, and Product Engineering. This is a highly strategic role where you will leverage a deep understanding of our platform to triage escalated technical issues while simultaneously analyzing support data. Your primary mission is to provide actionable, data-driven insights that directly inform customer-centric product improvements and drive permanent fixes.

What You'll Do

• Technical Triage & Resolution: Serve as the final escalation point for complex technical issues. Troubleshoot, identify root causes, and provide effective workaround solutions while coordinating with Engineering to ensure bug resolution meets SLAs.

• Product Insights: Analyze support data to identify recurring end-user friction points. Document feature requests and system suggestions, ensuring the "Voice of the Customer" directly influences the product roadmap.

• Data & System Hygiene: Maintain system synchronization and data hygiene between support ticketing tools (e.g., Jira, Zendesk) and product development information systems.

• Knowledge Management & Enablement: Serve as the primary source of product knowledge, keeping all customer-facing teams informed of changes and known issues. Champion a "documentation-first" approach by contributing to and promoting internal and self-service knowledge bases.

• Expert Diagnosis: Assist on client calls to diagnose intricate, complex problems, conduct research, and provide subject matter expertise to both customers and colleagues.

What You'll Bring

• 1+ years in Technical Support or Software Quality Assurance (QA)

• Bachelor’s degree in a related field or equivalent practical experience.

• Proficiency in Excel is required. Experience with SQL, Jira, and formal Software Quality (QA) processes is strongly preferred.

• Exceptional critical thinking skills with a proven ability to perform root cause analysis and thrive in fast-paced environments.

• Exceptional written and verbal communication skills; ability to convey complex technical details clearly to non-technical stakeholders.

• Deep commitment to customer satisfaction and a self-driven, "get it done" attitude.

• You show initiative, are committed to continuous improvement, and manage your time efficiently.

• Productive and organized, but maintain a good sense of humor and enjoy a collaborative team environment.

• Awarded one of BuiltIn's 2025 Best Places to Work and honored as a Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers.

• Professional development allowance to help you grow in the ways that mean the most to you.

• Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent.

• Check us out for yourself at our careers page or our Propelus culture Instagram accounts.

For US Employees:

• 401K with company matching, as well as financial planning education and resources.

• Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents.

• Lifestyle Spending Account (LSA): We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door.

For LATAM Employees:

• Your health is our top priority! We cover 100% of your health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are.

• Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team.

• We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate.

We are an equal opportunity employer and value diversity at Propelus. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Candidates from all backgrounds are encouraged to apply.

Full-time positions are scheduled to work 40 hours per week, M-F unless required otherwise by projects. Part-time positions are scheduled to work a maximum of 30 hours per week. Equipment, benefits, and perks are not provided to part-time or temporary employees. This job is open to candidates authorized to work in the US and located within US borders.