About the position
At Rezilient Health, we’re not telehealth and we’re not your typical doctor’s office — we’re the best of both worlds, redefining how primary care is delivered. To make that vision possible, our engineering team builds and maintains the custom tools that power our care model. Our technology is mission-critical, and we take pride in supporting a fast-evolving operation that serves real people with real health needs. As a Product Support Specialist, you will be the connection between product development and the rest of the organization. You’ll work closely with Engineering, Clinical Operations, and Customer Success teams to ensure our product ecosystem is clearly documented, well-understood, and continuously improving. You’ll play a central role in maintaining internal knowledge systems, fielding and prioritizing feedback, and helping the team implement product enhancements efficiently and transparently. This role is ideal for someone who thrives at the intersection of product, process, and people. You are highly organized, proactive, and an excellent communicator. You love building systems that bring structure to complexity. You’re energized by the opportunity to wear many hats, take ownership of your work, and help teams function more effectively through process improvement and thoughtful documentation.
Responsibilities
- Act as the primary liaison between the Engineering team and other departments (Clinical, Sales, Operations), ensuring seamless communication on product updates, issues, and feature releases.
- Translate technical concepts and product changes into accessible language and formats for non-technical stakeholders.
- Develop and maintain comprehensive internal documentation (e.g., FAQs, step-by-step guides, onboarding materials) and training videos for internal teams using our custom software, EMR, and operational tools.
- Create and manage external-facing product documentation and self-help resources (e.g., support articles, video walk-throughs, troubleshooting guides).
- Draft and publish release notes, product feature summaries, and 'what’s new' videos to support internal product launches and updates.
- Implement and maintain streamlined systems for bug tracking, feature suggestion intake, and issue resolution; ensure timely triage and follow-through with the Engineering team.
- Develop workflows and tools to prioritize, define, and route feature requests from across the organization.
- Own and update the internal product feature matrix, including a detailed breakdown of features, user permissions, and access by role type.
- Maintain clinical workflow diagrams in collaboration with the Clinical team, and identify opportunities to optimize processes via technology.
- Coordinate and execute QA testing for new releases, ensuring functionality, usability, and adherence to security and compliance standards.
- Maintain dashboards and documentation pertaining to engineering and IT compliance, including task tracking, remediation status, and audits.
Requirements
- Bachelor’s Degree or equivalent work experience in Product Operations, Health Tech, or Engineering Support.
- Highly organized, with a keen eye for detail and a passion for process optimization.
- Proven ability to manage multiple projects and deadlines in a fast-paced, startup environment.
- Strong communication skills, both written and verbal.
- Experience producing clear and engaging content for diverse audiences.
- Comfortable working with minimal structure and shaping new systems from the ground up.
- Familiarity with modern workflow and documentation tools including: Google Workspace, Lucidchart, Miro, Notion, Jira, and Zapier.
- Experience working in a clinical or health tech environment.
- Knowledge of security and compliance frameworks (HIPAA, SOC 2, etc.).
- Prior experience in QA testing or technical documentation.
- Familiarity with EMR systems or healthcare operations workflows.
Benefits
- Generous PTO
- Paid family leave
- Comprehensive medical, dental, vision, and life insurance
- Stock options
