Product Support Specialist

Breakthrough

7d•$55,000 - $85,000

About The Position

Breakthrough builds websites and software, including AI agents, to help physical therapy practices grow by converting leads into booked patients. The Product Support Specialist partners closely with Customer Success, taking on technical work so CSMs can focus on client relationships and proactively informing them about client-impacting issues. The specialist is the first point of contact when clients encounter problems and is expected to resolve most issues independently. The work includes investigating logs, running SQL queries, reproducing problems, and troubleshooting directly with clients when a call is the quickest route to a solution. The role also owns the knowledge base and contributes to AI-powered self-service support and workflow automation. As routine questions shift to self-service, the role is expected to focus more on complex investigations, QA, and evolving responsibilities. The position spans support, account setup, website build coordination, and QA, with independent client issue resolution as the top priority when duties compete. It does not involve writing or deploying code; instead, the specialist documents confirmed bugs thoroughly so engineering can address them without additional clarification.

Requirements

Working SQL skills, including the ability to write SELECT queries with filters and joins to look up client records; candidates without professional SQL experience should be able to demonstrate work they have done with SQL.
A troubleshooting instinct and willingness to investigate why an issue occurred beyond basic steps such as refreshing.
Clear, warm communication, including the ability to explain technical problems in plain language to busy practice owners, remain calm with frustrated clients, and lead live troubleshooting calls without a script.
Hands-on experience using AI tools to automate or speed up real work, with a specific example to share.
Strong organization and attention to detail, including the ability to manage support tickets and active website builds simultaneously and handle setup and data entry precisely.
Ability to diagnose and independently fix a technical problem, with a specific example.

Nice To Haves

Experience supporting software for healthcare practices, such as EMR, scheduling, billing, or similar software.
Experience writing help documentation or building a knowledge base.
Familiarity with tools such as Jira, HubSpot, Asana, Fathom, or Claude.
QA or software testing experience.

Responsibilities

Own the client support ticket queue and resolve issues involving software, logins, billing, and message delivery.
Investigate root causes using back-end logs and SQL queries, and reproduce problems to distinguish defects from user error.
Offer live troubleshooting calls when written support or help content is insufficient.
Escalate confirmed defects, product or roadmap decisions, and issues requiring access beyond the role to Product or engineering.
Write actionable bug reports with reproduction steps, expected and actual behavior, and supporting log or query evidence.
Own and maintain the Help Center, including accurate guides and short videos for new features.
Review resolved tickets for opportunities to create knowledge-base articles that prevent repeat questions.
Work with Product to implement and improve AI support tools that answer questions using the knowledge base; test failures and improve source content.
Identify repeat questions and tasks that can be accelerated or eliminated through automation.
Protect healthcare-practice client data and understand what data AI tools can and cannot access.
Handle technical account setup, including creating accounts, locations, and marketing funnels; manage contact list uploads and data entry; and assist clients with self-serve setup tools.
Serve as Customer Success's technical resource by investigating issues, providing clear explanations and next steps, or joining client calls.
Track open client-impacting bugs, their place in Product priorities, and expected timing; maintain an accessible source of truth for CSMs, provide weekly updates, and flag urgent issues the same day.
Keep Customer Success informed about Product priorities, work in progress, upcoming work, and delays or reprioritization.
Alert a client's CSM the same day when a client is frustrated, repeatedly experiencing issues, or mentions canceling; leave discussions of results, pricing, contracts, and cancellations to the CSM.
Initiate website builds by contacting clients when their build slot opens and gathering required materials, such as current-site access and domain details.
Present website drafts, consolidate client feedback, and route it to the build team through revision rounds.
Track active website builds and follow up on client responses or internal handoffs to prevent delays.
Test new releases before they reach clients by attempting to identify failures, not only validating expected behavior.