Associate Technical Support Specialist

Hinge Health

1d•$19 - $31•Remote

About The Position

Every day, thousands of people begin their Hinge Health journey — and their very first experience with our technology shapes whether they'll stick with a program that can reduce pain by 68% and prevent unnecessary surgeries. As an Associate Technical Support Specialist, you are the frontline advocate who removes technical barriers so our members can focus on what matters: getting better. You'll diagnose hardware and software issues, guide new members through onboarding, and ensure that every interaction reflects the warmth and clinical excellence Hinge Health is known for. If you're energized by solving problems quickly, communicating with empathy, and supporting a mission that transforms lives, this role was made for you.

Requirements

1+ year of technical troubleshooting, IT help desk, or software/hardware support experience.
Excellent written and verbal communication skills with a member-facing orientation.
Demonstrated ability to multitask across phone, email, and chat queues effectively.
Proficiency in conducting root cause analysis for technical issues and strong analytical/problem-solving skills.
Flexibility with schedule — work hours based on business needs and may include nights and weekends.
Ability to work effectively in a remote environment with excellent punctuality and proactive communication.

Nice To Haves

Experience with customer support tools (e.g., Zoom, Freshdesk, Salesforce).
Familiarity with mobile and/or data management tools (e.g., Mixpanel, JIRA, Tableau, Auth0, Esper MDM).
Healthcare background and/or previous healthcare tech experience, especially at a startup.
Familiarity with PHI/PII compliance standards for healthcare users.
Technical support or logistics experience with medical devices & hardware.
Bilingual (Spanish or French).

Responsibilities

Diagnose hardware and software issues.
Guide new members through onboarding.
Handle member inquiries via phone, email, and chat.
Independently diagnose, investigate, document, and resolve member problems related to Hinge Health hardware and software products.
Conduct thorough root cause analysis and contribute insights to improve knowledge-base articles and troubleshooting guides.
Serve as a reliable resource for peers on complex troubleshooting scenarios, helping elevate the team's collective capability.
Proactively identify recurring technical patterns and recommend process improvements to reduce member friction.
Demonstrate mastery across all support channels, contributing to a best-in-industry member experience.