[Remote] Technical Support Specialist (Healthcare Platform & Hardware)

Note: The job is a remote job and is open to candidates in USA. Impruvon is dedicated to transforming medication management for vulnerable populations through innovation and compassion. The Technical Support Specialist will serve as a frontline advocate for customers, ensuring their issues with the platform and hardware are resolved quickly, accurately, and with care, ultimately supporting safe and compliant medication management.ResponsibilitiesServe as the first point of contact for customer questions and issues across the Impruvon platform and hardware products. Common support topics include:Medication administration and eMAR: Questions and issues related to medication records, order display, scheduling, and administration workflowsPharmacy order assessment: Helping to resolve potential issues with incoming pharmacy order dataHardware devices: Ensuring connectivity, access, and operational issues with platform-connected hardwareUser access and account management: Login troubleshooting, working with external organizations to troubleshoot SSO-related issuesPlatform navigation and feature guidance: Developing a deep understanding of the platform to discover actual software bugs vs. user training gapsRespond to tickets, emails, and calls with empathy, professionalism, and a customer-first approach. Recognize when an issue reflects a deeper training need rather than a technical glitch, and communicate that clearly and supportively to both the customer and the Customer Success Manager. Troubleshoot and resolve issues by following established processes, escalating complex or unresolved cases as needed. Take full ownership of customer cases until resolved or properly handed off. Ensure timely follow-ups and closure of support tickets within defined SLAsDocument solutions and common issue patterns in the internal and external knowledge baseIdentify recurring issues, such as frequently misunderstood pharmacy order workflows or medbox connectivity steps, and suggest resources or guidance that help customers resolve them independentlyPartner with Product, Engineering, and Customer Success teams by sharing patterns and insights from customer interactionsProvide feedback on tools, processes, and workflows to improve support efficiency and customer experienceParticipate in team training sessions and skill-building opportunities to expand platform and hardware knowledgeAssist with troubleshooting Impruvon hardware (medboxes, e-kits) including offline devices, Wi-Fi setup, and reassignment between residentsEscalate complex hardware issues to senior support and log recurring patterns to support long-term improvementsSkillsExceptional communication and adaptive language skills: Absolute ability to translate complex software behavior into plain, calm, and jargon-free support for busy, non-technical healthcare professionalsHigh emotional intelligence and troubleshooting patience: The ability to stay calm and deeply respectful when an end-user is stressed or confused by a system layoutStrong workflow logic: The ability to look at a software state and deduce whether an issue is a code bug, a data sync error, or simply a user training misunderstandingMust be located in and authorized to work in the United States1 to 3 years of experience in a customer support, application help desk, or client-facing service role (SaaS, customer success, or health tech experience highly preferred)Familiarity with ticketing systems, knowledge base platforms, or similar client-facing tracking toolsBasic technical aptitude and genuine willingness to learn both custom software workflows and hardware/device troubleshootingExperience working in healthcare, long-term care, IDD, behavioral health, or residential care environmentsBenefitsCompetitive compensation aligned with experience100% company-paid medical coverage (base plan)Dental & vision available401(k) retirement planCompany-paid life, AD&D, STD & LTD insuranceLifestyle Spending Account (wellness, personal use, and company swag)Flexible PTO + company holidaysFlexible, remote-friendly work environmentOpportunity to own and grow a critical function within the companyMission-driven work with real impact on vulnerable populationsCompany OverviewEmpowering IDD Residential Teams. Elevating Care. It was founded in 2020, and is headquartered in Manassas, Virginia, USA, with a workforce of 11-50 employees. Its website is https://impruvonhealth.com/.