Product Support Specialist

ArcHouse

2d•$95,000 - $135,000•Remote

About The Position

ArcHouse is hiring a Product Support Specialist to help hospice, palliative, and care-at-home providers use its healthcare operations platform. The role is fully remote within the United States, with working hours aligned to US Central Time business hours. The specialist supports customers after go-live, working alongside Implementation Managers who own onboarding, and serves as a point of contact when customers need product or technical help. The role involves investigating and resolving customer issues across several support channels, troubleshooting with APIs, SQL, and application logs, and reproducing bugs across browsers, devices, and customer environments. The specialist partners with engineering to document, prioritize, and verify fixes; handles protected health information in accordance with HIPAA and security policies; and shares customer feedback and trends with product and engineering teams. The position also maintains help center content and internal runbooks and leads selected projects to improve support operations and knowledge sharing. This is not a software engineering role, but it involves close daily collaboration with engineers. ArcHouse describes itself as remote-first, with optional co-working offices in New York and San Francisco and team off-sites.

Requirements

At least 2 years of customer or technical support experience for a B2B software product, ideally SaaS.
Excellent written and verbal communication, including the ability to explain technical issues plainly to clinical and non-technical users.
Hands-on experience with APIs and writing SQL queries to investigate issues.
Ability to identify root causes using logs, data, and API responses rather than only addressing symptoms.
Experience working directly with customers to reproduce issues and write clear, complete tickets that engineering can act on without follow-up.
Experience handling sensitive data under HIPAA or a similar framework such as SOC 2 or GDPR, and good judgment about when to escalate.
Calm, organized, and thorough approach under pressure, recognizing that clinicians' problems may be urgent.
Curiosity about healthcare and how clinical teams work.

Nice To Haves

Experience supporting health system customers or working in or alongside clinical settings.
Familiarity with EHR systems, HL7/FHIR, or SSO/SAML setups.
Experience with Pylon or similar B2B support tools.

Responsibilities

Support clinicians, care teams, and health system administrators after go-live, handling account and user setup, permissions, SSO, and day-to-day how-to questions in partnership with Implementation Managers.
Investigate and resolve inbound issues through Pylon, email, in-app chat, phone, and shared Slack channels, adapting explanations to different users.
Troubleshoot technical problems using APIs, SQL, and application logs, and reproduce bugs across browsers, devices, and customer environments.
Partner with engineering to document and prioritize issues and verify fixes, writing actionable tickets.
Handle protected health information in accordance with HIPAA and security policies, including minimum-necessary access and secure data sharing.
Surface trends and insights from customer feedback to inform product decisions.
Write and maintain help center articles and internal runbooks.
Lead selected projects to improve the support experience, internal knowledge sharing, and support operations.