Job description

Role Summary
As a Technical Product Specialist, you will be responsible for providing technical knowledge for various tools, data
and metrics to identify root causes, triage, troubleshoot, document and resolve issues while monitoring key product
health indicators. You will be in charge of alerting relevant cross-functional teams & collaborating with stakeholders
to determine and communicate solutions while handling repeatable and measurable technical tasks and workflows.
The ideal candidate will have a background in the clinical field with a combination of tech, customer, and quality
skills.
Role Responsibilities
Identify and respond to product bugs and feature requests while sharing product expertise and taking
ownership of third-party software, systems and hardware environments to resolve and escalate issues
Reviewing, researching, documenting, and communicating workarounds to urgent incidents on a real-time
basis.
Adhere to Incident, Problem, Change and Service Management based on Information Technology
Infrastructure Library (ITIL) best practices
Set up and coordinate maintenance activities for ‘live’ products/customers
Take ownership of technical operations while monitoring, alerting, evaluating and responding to customer
data quality and availability issues.
Perform tasks to help with customer releases including (but not limited to) testing, user acceptance tracking,
issue logging, release tasks and communication etc.
Scaling data mapping, validation and troubleshooting tasks by following operational playbooks, dashboards
and systems
Set up and coordinate maintenance activities for ‘live’ products/customers
Run workflows and processes related to deployment and customer support
Build product expertise on Care Studio products and features, specifically Care Studio desktop / mobile
features and other products like Salesforce, Data Mapper, Command Center etc.
Collect and organize quantitative and qualitative product data and feedback; delivering insights that inform
product decisions across the organization.
Actively create and evolve technical content/certifications for the knowledge base and communicate/train
wider team on specific features and launches
Become a tier 2 escalation point for user support teams. Equip them with the information and processes

required to support new products (training, documentation, resolution paths, FAQs, etc).

Role Requirements
+5 years of experience working in a technical troubleshooting position in a product operations environment.
+5 years of experience working in the clinical/health/physician field.
Experience operating in EHR/EMR systems workflows
Ability to deep dive into technical details (logs, code, error messages) and communicate to non-technical
audiences.
Experience working with a query language (SQL) and/or programming scripting language (Python/Java).
Experience with Google Cloud products - Google Healthcare APIs, FHIR Store and/or Google Cloud Platform is a plus.
Strong familiarity with data pipeline and data transfer/transportation mechanisms, particularly
healthcare-specific methods (e.g. HL7v2, FHIR, Dicom, ETL) is a plus.

This describes the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of
all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties
beyond those explicitly described. It is also a standard description and therefore neither the percentage of time devoted
to the various tasks nor can the required qualifications be guaranteed to match those of any given incumbent.

Job Type: Full-time

Salary: From $45.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: Remote

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