Technical Support Specialist

Handtevy-Pediatric Emergency Standards • Davie, FL

3d • Hybrid

About The Position

Handtevy is seeking a Technical Support Specialist for a dual-focus role supporting internal IT infrastructure and providing frontline technical support to customers using its healthcare SaaS platform. The platform serves hospitals, EMS agencies, and healthcare organizations with medication dosing, clinical protocols, and emergency-services coordination tools. The position is based in Davie, Florida, with a hybrid schedule of three days in the office or the option to work fully in-office. The company is unable to sponsor work visas and is not working with recruiters for this position.

The specialist will manage internal devices, security, networking, licenses, and staff IT onboarding and offboarding. They will also provide second-level customer support for the Handtevy app and SaaS platform, troubleshoot deployment, configuration, functionality, and integration issues, and coordinate with customers, third-party ePCR providers, and internal engineering and customer success teams. The role includes documenting and escalating bugs, contributing to support documentation, and helping improve customer support efficiency. The company describes its engineering culture as investing in modern tooling, AI-assisted development, observability, testing, maintainable architecture, and staff input into technical direction.

Requirements

• At least 2 years of experience in a technical support, IT support, or helpdesk role.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to technical and non-technical audiences.
• Hands-on experience with MDM platforms such as Addigy, Intune, or similar.
• Experience administering endpoint security tools such as CrowdStrike or similar EDR solutions.
• Familiarity with Ubiquiti/UniFi networking equipment, including controllers, access points, and routers.
• Experience managing software licenses and deploying applications across an organization.
• Experience configuring and hardening Windows and macOS environments for security and compliance, including application testing and deployment.
• Strong troubleshooting and diagnostic skills, including systematically isolating and resolving issues.
• Ability to manage multiple priorities in a fast-paced environment.
• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

Nice To Haves

• Experience in healthcare technology, EMS, or another regulated industry.
• Familiarity with SOC 2 compliance requirements and security tools such as Vanta or similar GRC platforms.
• Familiarity with ePCR platforms such as ESO, ImageTrend, or similar EMS data systems.
• Relevant certifications such as CompTIA A+, Network+, or ITIL Foundation.
• Experience with ticketing systems such as Freshdesk, Zendesk, or Jira Service Management.
• Familiarity with macOS environments in addition to Windows.

Responsibilities

• Communicate clearly and empathetically with technical and non-technical stakeholders.
• Manage and maintain mobile device management solutions for company devices.
• Administer endpoint protection across the organization.
• Manage Wi-Fi controllers, access points, and network routers.
• Allocate, configure, and prepare computers and equipment for staff.
• Manage software licenses, including Adobe, Microsoft Office, and other organization-wide tools.
• Test deployment of the Handtevy application on Windows devices for compatibility and performance.
• Support staff onboarding and offboarding from an IT perspective.
• Provide second-level support to customers reporting issues with the Handtevy app or SaaS platform.
• Support customers by phone, email, and online channels.
• Troubleshoot and resolve configuration, application deployment, and functionality issues across customer environments.
• Work with customers and third-party ePCR companies to identify and resolve integration issues.
• Identify and document bugs and escalate them to engineering with reproduction steps and context.
• Contribute to knowledge base articles, FAQs, and internal documentation to improve support efficiency.

Benefits

• Competitive salary commensurate with experience.
• Comprehensive health, dental, and vision coverage.
• Investment in professional development and modern engineering tools.
• Direct impact on a platform used in life-saving emergency care.
• Collaborative, mission-driven engineering environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level