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Salary: USD 57,375 - 67,500 / annual
Prenuvo is transforming healthcare through proactive, preventative whole-body MRI scanning. The company combines optimized hardware, software, and AI with a patient-centric clinic experience to shift from reactive sick-care to early detection and prevention.
As a Product Support Specialist I, you will be the first point of contact for clinical and operational teams, managing incoming support requests through a ticketing system. You will triage tickets by severity and impact, resolve issues directly when possible, and drive every ticket to resolution within SLA targets. Key responsibilities include reproducing reported problems, gathering details for engineering teams, and writing clear defect reports; escalating complex issues that require deeper investigation; supporting incident response by gathering information from affected users and communicating impact in plain language; troubleshooting using runbooks, FAQs, and canned responses from Confluence; investigating issues using internal admin tools, dashboards, and application logs; identifying trends in recurring tickets and surfacing patterns to engineering and product teams for systemic improvements; supporting key metrics such as first response time, resolution time, and ticket volume; operating within the company's Quality System to create and update records supporting regulated medical devices; and exercising strong judgment on privacy-sensitive cases including patient profile issues and data integrity.
You will work in a fast-paced environment where no two days are the same, supporting a product that makes meaningful impact on thousands of people's health. The role requires collaboration with engineering and clinical teams in a remote-first, async-friendly environment.
**Requirements:**
- 1–2 years of experience in product support, technical support, or help desk role supporting a software product
- Service mindset with genuine passion for helping users and taking ownership until issues are resolved
- Experience working a queue in ticketing systems (Jira, Zendesk, Freshdesk) and managing requests against SLA targets
- Strong troubleshooting instincts: asking good questions, reproducing issues methodically, knowing when to escalate
- Comfort navigating web applications, reading error messages, and using browser developer tools at a basic level
- Experience writing support documentation (knowledge base articles, FAQs, step-by-step guides)
- Calm under pressure with strong prioritization skills and ability to manage competing urgent requests simultaneously
- Outstanding communication skills for remote/async collaboration and translating technical issues for non-technical audiences
- Excitement to learn new products and technologies on the job
- Bachelor's degree in Computer Science or related field, equivalent experience, or evidence of exceptional ability
**Nice to Have:**
- Experience supporting healthcare products or working in privacy-sensitive environments
- Exposure to observability/monitoring tools (Datadog, Sentry)
- Basic experience with browser DevTools, SQL for data queries, and Postman for API requests
