Sr. Product Operations Support Specialist

Accuity

13d•Remote

About The Position

The Sr. Product Operations Support Specialist supports Accuity’s product users by troubleshooting complex issues, contributing to product readiness, supporting release and user acceptance testing, and helping improve documentation, workflows, and support processes. Reporting to a Product leader, this role serves as a knowledgeable product resource and partners closely with Product, Engineering, Operations, and other stakeholders to improve user experience, issue resolution, and product performance in a fully remote environment.

Requirements

High school diploma or equivalent required.
4–6 years of product support, technical support, application support, product operations, or comparable experience required.
Experience troubleshooting software, application, workflow, or technical user issues required.
User Focus: Demonstrates empathy for users and works to understand the issue behind each request, not just the stated problem.
Technical Aptitude: Learns systems quickly and navigates complex tools, workflows, and data sources with confidence.
Problem Solving: Investigates ambiguous issues, identifies root causes, and recommends practical solutions.
Communication: Communicates clearly, professionally, and empathetically with technical and non-technical audiences.
Collaboration: Works effectively across Product, Engineering, Operations, and other stakeholder groups to drive timely resolution.
Accountability: Owns issues through completion, follows up consistently, and keeps stakeholders informed.
Process Orientation: Identifies trends, documentation gaps, and workflow inefficiencies and contributes to scalable improvements.
Remote-Work Effectiveness: Stays organized, responsive, and productive in a fully remote environment.
Adaptability: Responds effectively to changing priorities, evolving products, and a growing business environment.
Judgment: Knows when to resolve independently, when to escalate, and how to balance user needs with business and technical constraints.

Nice To Haves

Associate’s or bachelor’s degree in healthcare, technology, business, informatics, or a related field preferred.
Experience supporting healthcare applications or healthcare users preferred.
Experience supporting product releases, QA/testing, user acceptance testing, or defect validation preferred.
Experience partnering with Product, Engineering, Operations, or other cross-functional teams preferred.
Exposure to SQL or other data-querying tools preferred.

Responsibilities

Troubleshoot complex product, workflow, and user issues through email, Microsoft Teams, and other designated support channels.
Respond to user concerns, training gaps, workflow questions, and technical issues with clarity, urgency, and professionalism.
Investigate product functionality, user behavior, data patterns, and system issues to help identify root causes and recommend solutions.
Escalate technical issues appropriately to Product, Engineering, or Operational teams and follow through to resolution.
Maintain a strong understanding of Accuity’s case management tools and related product workflows.
Perform QA/testing activities before product launches, releases, or enhancements to help ensure software performs as expected.
Support user acceptance testing and support-based testing to validate functionality, usability, workflow impact, and issue resolution.
Identify, document, and communicate defects, workflow gaps, usability issues, and system malfunctions.
Partner with Product and Engineering teams to validate fixes, clarify requirements, and confirm user impact.
Provide user-centered feedback to help improve product functionality, adoption, and overall experience.
Contribute to product support documentation, user guidance, troubleshooting resources, and internal knowledge materials.
Support improvements to product support workflows, escalation paths, and internal support processes.
Analyze recurring issues, support trends, and workflow inefficiencies to recommend practical improvements.
Help scale product support practices as Accuity’s tools, teams, and user base continue to grow.
Collaborate with Product, Engineering, Operations, Clinical, CDI, Coding, and other internal stakeholders to resolve user and system issues.
Translate user feedback and support trends into actionable insights for Product and Engineering teams.
Serve as a product subject matter resource for internal users and stakeholders.
Communicate clearly in a remote-first environment, ensuring relevant parties have timely visibility into issue status, risks, and resolution plans.
Perform other duties and responsibilities as assigned based on business needs.