Technical Support Specialist

Technical Support Specialist Healthcare SaaS – IT & Customer Support Location: Davie, Florida (Hybrid – 3 days in office or full in-office) Please note: We are not working with recruiters at this time. We are unable to sponsor work visas for this position. About Handtevy Handtevy is a healthcare SaaS company whose platform is used by hospitals, EMS agencies, and healthcare organizations to deliver evidence-based medication dosing, standardized clinical protocols, and real-time coordination tools for emergency medical services. Our technology supports first responders and clinicians in high-stakes environments where clarity, speed, and reliability are critical. The applications we build are used in ambulances, emergency departments, and healthcare systems every day to promote protocol adherence, dosing accuracy, and operational efficiency in emergency care. We are growing and continuing to invest in our platform. We are looking for team members who want to support technology that enables life-saving work and improves the consistency and quality of emergency medical care. The Role We are seeking a Technical Support Specialist who will serve as a critical bridge between our internal team and our customers. This is a dual-focus role: you will manage internal IT infrastructure and tooling for the Handtevy team, while also providing frontline technical support to our customers — the hospitals, EMS agencies, and healthcare organizations that depend on our platform every day. You will troubleshoot deployment and configuration issues, manage endpoint security and device management, and work closely with engineering, customer success, and third-party ePCR partners to ensure our customers have a seamless experience. If you thrive in a hands-on environment where no two days look the same, and you value clear communication as much as technical skill, this role will resonate. What You’ll Do Internal IT & Infrastructure Provide clear, empathetic communication to non-technical and technical stakeholders alike. Manage and maintain Mobile Device Management (MDM) 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 tools used across the organization. Test deployment of the Handtevy application on Windows devices to ensure compatibility and performance. Support onboarding and offboarding of staff from an IT perspective. Customer-Facing Technical Support Serve as the second level of support for customers reporting issues related to the Handtevy App or SaaS platform Provide friendly, professional support to customers via phone, email, and online channels Troubleshoot and resolve configuration, application deployment or functionality issues across diverse customer environments. Work with customers and third-party ePCR companies (e.g., ESO, ImageTrend) to identify and resolve integration issues. Identify and document bugs, then escalates them to the engineering team with clear reproduction steps and context. Contribute to knowledge base articles, FAQs, and internal documentation to improve support efficiency. Our Engineering Culture We leverage AI-assisted development tools to improve productivity and code quality. We have active initiatives exploring Generative AI within our product ecosystem. We invest in best-in-class observability platforms and testing frameworks to ensure reliability, performance, and confidence in production. We prioritize clean architecture, maintainability, and measurable engineering improvements. Engineers and technical staff have meaningful input into tooling, architectural decisions, and technical direction. What We're Looking For 2+ years of experience in a technical support, IT support, or helpdesk role. Excellent verbal and written communication skills — you can explain technical concepts clearly to both technical and non-technical audiences. Hands-on experience with MDM platforms (e.g., Addigy, Intune, or similar). Experience administering endpoint security tools such as CrowdStrike or similar EDR solutions. Familiarity with Ubiquiti/UniFi networking equipment (controllers, access points, 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 — you can systematically isolate and resolve issues. Ability to work across 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 Have Experience in healthcare technology, EMS, or other regulated industries. 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 (e.g., Freshdesk, Zendesk, or Jira Service Management). Familiarity with MacOS environments in addition to Windows. What Success Looks Like in 6–12 Months Become the go-to resource for internal IT support and device management. Build strong working relationships with the engineering and customer success teams. Reduce average resolution time for common customer-reported issues. Contribute to improved documentation and self-service resources for both staff and customers. 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. Handtevy is an equal opportunity employer. #J-18808-Ljbffr Handtevy-Pediatric Emergency Standards