Product Support Specialist

SleepRes, Inc.

2d•$25 - $30•Remote

About The Position

SleepRes is a medical device startup revolutionizing sleep apnea and sleep-therapy technology. Our mission is to bring innovative, patient-centered solutions to market that improve sleep quality and health outcomes for millions suffering from sleep-disordered breathing. Correcting 30 years of incorrectly designed pressure delivery, our soon-to-launch Kricket APAP powered by KPAP is positioned to become a new standard of care. As we prepare for commercial launch, we are seeking a technically skilled and customer-focused Product Support Specialist to provide advanced support for our medical device products, software platforms, and connectivity solutions. This role is ideal for an individual who thrives in a fast-paced startup environment and is passionate about solving technical problems while delivering exceptional support experiences to patients, providers, clinicians, and business customers. We are seeking a dedicated and detail-oriented Product Support Specialist to join our growing Customer Care organization. In this role, you will serve as a primary point of contact for technical product support, assisting patients, clinicians, providers, and business customers with device troubleshooting, software support, connectivity inquiries, product inquiries, and escalation management. The ideal candidate will possess strong technical troubleshooting abilities, excellent communication skills, and the ability to navigate regulated medical device support processes. This position plays a critical role in identifying product issues, documenting complaints, escalating technical concerns appropriately, and collaborating cross-functionally with Customer Care, Product, Quality, Regulatory, Clinical, and Engineering teams to support a high-quality customer experience.

Requirements

Associate or bachelor’s degree required
3-5 years of technical support, product support, customer support, or help desk experience required; medical device, healthcare technology, SaaS, or other regulated industry experience preferred
Experience supporting hardware devices, software applications, and connectivity-related troubleshooting preferred
Previous remote/work-from-home support experience preferred
Excellent verbal and written communication skills with the ability to communicate technical information clearly to both technical and non-technical audiences
Strong troubleshooting, critical-thinking, and problem-solving abilities with a high level of attention to detail
Experience documenting customer interactions, technical issues, complaints, and escalations accurately and thoroughly
Familiarity with CRM systems, ticketing platforms, Microsoft Office, and cloud-based support tools
Ability to manage multiple priorities and work independently in a fast-paced startup environment
Comfortable working within a performance-driven environment with established KPIs, service levels, quality assurance (QA) standards, and coaching feedback
Ability to adapt to evolving technologies, processes, and business needs
Strong organizational and time-management skills with the ability to prioritize effectively
Ability to maintain professionalism and composure while handling complex or escalated customer situations
Reliable high-speed internet connection and a dedicated, distraction-free workspace required
Ability to maintain confidentiality and comply with HIPAA, FDA, and company data security standards
Ability to work scheduled shifts without ongoing interruptions and maintain a professional remote work environment during working hours
Because this role involves real-time customer interaction, protected information, and performance expectations, employees must be fully dedicated and available during scheduled shifts and may not work another job simultaneously while performing duties for the company.

Responsibilities

Respond promptly and professionally to product support inquiries via phone, email, chat, and ticketing systems
Provide advanced troubleshooting support for medical devices, software applications, connectivity inquiries, and product performance concerns
Support patients, clinicians, providers, and business customers with device setup, troubleshooting, usage guidance, and technical issue resolution
Identify, document, and escalate product complaints, adverse events, and potential reportable issues in accordance with company procedures and regulatory requirements
Create, manage, and maintain accurate support tickets, case documentation, and customer records within Salesforce, NetSuite, and other internal systems
Follow established SOPs, complaint handling procedures, escalation workflows, and documentation requirements in a regulated medical device environment
Collaborate cross-functionally with Product, Engineering, Clinical, Quality, Regulatory, and Operations teams to investigate and resolve product-related issues
Gather and document detailed technical information, device behavior, logs, screenshots, and customer feedback to support root-cause analysis and issue resolution
Monitor support trends and recurring issues to identify opportunities for product, process, and customer experience improvements
Maintain professionalism, empathy, and clear communication while supporting customers in potentially sensitive or urgent situations
Make outbound calls and follow-up communications related to technical cases, escalations, device issues, and customer support needs
Assist with product launches, software updates, process changes, and customer communications as needed
Navigate multiple systems, applications, and communication channels simultaneously while managing support cases efficiently
Adhere to scheduling, attendance, productivity, and quality expectations within a remote support environment
Maintain confidentiality and ensure compliance with HIPAA, FDA, and company data security standards
Participate in virtual team meetings, ongoing training, coaching activities, and process improvement initiatives