Remote opportunity at
H1Sr. Support Specialist
H1 operates a platform utilizing data and artificial intelligence to enhance healthcare interactions, drive medical insights, and improve patient outcomes. The company is currently hiring a…
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About This Role
H1 operates a platform utilizing data and artificial intelligence to enhance healthcare interactions, drive medical insights, and improve patient outcomes. The company is currently hiring a Sr. Support Specialist to serve as the most senior member of the support group, handling escalated customer issues and guiding operational workflows. This full-time remote position suits an experienced support professional with a strong background in handling complex technical escalations within a business-to-business software…
Job Description
H1 operates a platform utilizing data and artificial intelligence to enhance healthcare interactions, drive medical insights, and improve patient outcomes. The company is currently hiring a Sr. Support Specialist to serve as the most senior member of the support group, handling escalated customer issues and guiding operational workflows.
This full-time remote position suits an experienced support professional with a strong background in handling complex technical escalations within a business-to-business software environment. The role requires working independently with minimal supervision, directing small project teams, and mentoring junior colleagues. Candidates should note that the hiring process involves an in-person final interview, which may require travel depending on location.
Responsibilities
- Manage and resolve complex, escalated customer issues from start to finish
- Process and route customer support tickets using Zendesk while collaborating with engineering, product, data, and customer success teams
- Replicate bugs, validate software issues, and manage Jira escalations
- Act as a subject matter expert for designated H1 product offerings
- Lead small project teams by setting milestones, establishing direction, and coordinating stakeholders
- Anticipate potential customer blockers and convert ticket trends into operational solutions
- Mentor support team members, guide day-to-day activities, and write technical documentation and standard operating procedures
Requirements
- Authorized to work in the United States without additional sponsorship
- Minimum of 6 years of experience working in a customer-facing support role
- At least 2 years of experience at a senior, lead, or escalation level
- Previous professional background in a B2B SaaS environment
- Hands-on familiarity with issue-tracking and ticketing platforms such as Zendesk, Jira, or Salesforce
- Demonstrated ability to lead cross-functional projects and mentor teammates
- Fluent written and spoken English communication skills
Qualifications
- Proficiency with SQL, AWS Athena, S3 Buckets, APIs, Microsoft Excel, and G-Suite
- Prior experience working with healthcare, life sciences, or data products
- Experience developing standard operating procedures, help center articles, or knowledge base content
Core Skills
Benefits
- Annual salary ranging from USD 65,000 to 80,000 based on experience
- Equity compensation in the form of Restricted Stock Units
- Comprehensive health insurance options
- Generous paid time off and scheduled company wellness holidays
- Retirement plan options
- Stipends for health and charitable donations
- Participation in impactful Business Resource Groups
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, the role is remote, though candidates must participate in an in-person final interview that may require travel depending on location.
What is the salary and compensation for this role?
The position pays between USD 65,000 and 80,000 per year depending on experience, plus equity in the form of Restricted Stock Units.
What experience is required to apply?
Applicants must have at least 6 years of customer-facing support experience, including a minimum of 2 years at a senior, lead, or escalation level within a B2B SaaS environment.
When does the job posting close?
The anticipated role close date is February 1, 2027.
Sample Interview Questions
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