Technical Support Specialist
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.
Key Responsibilities
Technical Triage & First-Line Support
- 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
Issue Resolution & Troubleshooting
- 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
Patient & External User Support
- 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.
Routing & Escalation
- 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
Ticketing & Documentation
- 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
Product QA & Testing Support
- 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
Product Feedback & Continuous Improvement
- 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