Technical Support Specialist

Vitalize's First Support Role

This is Vitalize's first support role dedicated to expanding our support offerings to Eastern time. As a Product Support Specialist at Vitalize, you will play a key role in driving improvements to our support processes, product quality, and operational efficiency. This role goes beyond addressing escalated customer questions. It's about strategically enhancing the way we scale our support operations. You'll take ownership of delivering prompt support to complex technical user issues and collaborate across teams, including Engineering, Product, and Customer Experience, to resolve them efficiently and effectively.

You'll leverage your technical expertise, particularly in analyzing trends and reports to identify and address root causes of customer escalations. Your ability to work cross-functionally will ensure that customer feedback translates into actionable improvements, not only for support processes but also for the broader product experience. In this role, you'll help drive continuous improvements that contribute to better customer experiences, optimize key metrics like Customer Satisfaction (CSAT), and First Response Times (FRT) as we continue to scale.

Be Vitalize's first east coast support specialist expanding service hours starting at 8AM Eastern time.

Act as the primary point of escalation for our go-to market teams, leveraging your expertise to troubleshoot, and collaborate with Engineering, Product, and Operations teams to resolve user problems.

Drive continuous improvement initiatives focused on key performance metrics such as CSAT, FRT, First Contact Resolution Rate, and SLA compliance, using data-driven insights to optimize support processes.

Support the development and implementation of an AI augmented support strategy

Create and refine internal and external documentation to empower users with self-service options, reducing reliance on support teams and enhancing overall efficiency.

Develop deep product and platform expertise, working cross-functionally to diagnose and prevent recurring issues while contributing to feedback loops that improve both product quality and support workflows.

Strategically scale and optimize support operations to enhance efficiency, improve the user experience, and maintain high standards of service as Vitalize grows.

3-7+ years in a support capacity focusing on escalated issues and/or technical troubleshooting. A track record of contributing to performance metrics like CSAT and response times.

Exceptional problem-solving skills capable of diagnosing complex technical issues, querying data, and reviewing product logs. You can drive problems to resolution efficiently and effectively.

Proven ability to influence and collaborate with cross-functional partners (i.e. Engineering, Product, and Operations) to drive long-term solutions and ensure customer feedback informs product improvements.

Experienced owning portions or entire projects, with a focus on optimizing processes, workflows, and support operations to drive performance improvements. You have strong organizational skills to manage multiple tasks in a fast-paced environment.

Excellent written and verbal communication skills. You are capable of distilling complex, technical material into readily digestible instructions and explanations. Experience supporting the product feedback loop by providing high-quality bug and feedback reports. Able to create and refine documentation to empower users with self-service options and support agents to leverage for greater efficiency.

High level of autonomy while working in ambiguous situations.

Experience working with support tooling and automations.

Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes.

Experience with tools and technologies like Salesforce, Zendesk, Pylon, SQL databases, and LLMs.

Medical, dental, and vision insurance

401(k) with company match

Flexible PTO

Unlimited travel budget to visit customer sites

Bi-annual company off-sites

Free meals in-office

$5,000 relocation bonus

Desk setup reimbursement

Commuter benefits

Monthly gym/wellness stipend

An awesome office in Jackson Square, steps from the water