Technical Support Specialist

Rezilient Health

About The Position

At Rezilient, we’re redefining primary care by making access to healthcare more convenient, timely, and seamless. Our innovative CloudClinic model combines virtual provider visits with cutting-edge technology to create a personalized digital healthcare experience that puts patients at the center of their care. By streamlining care delivery and continuously expanding specialty services, we empower our care team to focus on patient well-being while providing the most comprehensive and accessible care possible. As we continue to grow, we are seeking a Technical Support Specialist to serve as the first technical point of contact for both internal teams and external users, including both customers and patients. This role supports day-to-day operations by ensuring that questions, issues, bugs, and requests are triaged efficiently and resolved or routed to the appropriate teams swiftly. You will play a critical role in triaging issues, resolving common problems, supporting product quality efforts, and routing requests across Product, IT, Engineering, Clinical, Care Navigation, and more. This position sits at the center of our operations function and will help shape how support is delivered as we scale.

Requirements

Bachelor’s degree in a relevant field is required
Prior experience in customer support, operations, IT support, QA, or a related field
Strong problem-solving skills and attention to detail
Clear written and verbal communication skills, including experience interacting with external users or customers
Ability to manage multiple requests and prioritize effectively
Working experience with ticketing, knowledge base, and practice management systems (e.g., Jira, Zendesk, Asana)
Exposure to QA, testing, or bug tracking processes
Willingness to be on call and monitor the ticketing system to address time-sensitive issues on weekends as needed.
Ability to travel as needed to HQ in St. Louis, Missouri for team meetings

Nice To Haves

Strong background in customer service and internal stakeholder management
Ability to autonomously troubleshoot software or basic IT issues
Proficiency with building how to / support documentation
Prior or current experience in healthcare, health tech, and operations environments
You bring prior experience as a Customer Support Specialist, Customer Support Engineer, or Technical Support Engineer, in a quickly growing tech-forward environment.
You are a fast learner who can become a “super user” of internal tools.
You enjoy figuring things out and solving ambiguous problems.
You are organized and bring structure to chaotic or ad-hoc processes.
You are comfortable communicating with both internal stakeholders and external users/patients.
You demonstrate empathy and professionalism when supporting users, both internal and external.
You stay calm under pressure and can handle urgent or time-sensitive issues.
You’re interested in how products are built and improved, and enjoy contributing to testing and quality.

Responsibilities

Act as the primary intake point for support requests across multiple channels (ticketing system, and phone)
Triage requests from internal staff, external partners, and patients
Assess, categorize, and prioritize incoming issues (e.g., product bugs, IT issues, account errors, patient inquiries)
Provide initial troubleshooting and resolution for common issues
Resolve common support requests such as: Scheduling errors and incorrect or duplicate patient accounts Login/access issues (e.g., password resets, email access) Device and connectivity issues (Wi-Fi, hardware, system access) Basic patient-facing issues such as account access or navigation support
Distinguish between user error, configuration issues, and true system bugs
Serve as a support contact for non-medical inquiries from patients and external users
Provide guidance on platform usage, access, and general troubleshooting
Route clinical or care-related questions to the appropriate clinical teams
Ensure a high-quality, empathetic experience for external users while maintaining appropriate boundaries and information security.
Route issues to the appropriate teams based on defined categories: IT (devices, access, connectivity) Product/Engineering (application or technical infrastructure issues, workflows, bugs) Clinical/Care Navigation (patient-related or clinical inquiries)
Escalate high-priority incidents using defined incident response workflows
Log and track all requests in a ticketing system (e.g., Asana or similar)
Ensure visibility into previously untracked requests (e.g., chat messages, phone calls)
Convert product issues into actionable tickets for engineering (e.g., Jira)
Maintain clear, accurate documentation of issues and resolutions
Reproduce reported issues and document clear steps, expected vs. actual behavior, and supporting evidence
Validate bug fixes and confirm resolution before closing tickets
Perform basic QA testing (e.g., smoke testing) on new features and releases
Partner with Product and Engineering to ensure quality and completeness of fixes
Escalate inconsistencies or regressions identified during testing
Identify patterns in support requests (internal and external) and surface recurring issues to Product and Engineering teams
Provide structured feedback on usability, workflows, and pain points based on frontline experience
Help improve internal knowledge bases, troubleshooting guides, and support documentation
Contribute to defining and refining support workflows, triage paths, and issue categories