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Sr. Support Specialist

50 minutes ago
United States
Full-time
Senior
Customer Support
Customer and Technical Support
AWS JIRA Salesforce SQL
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H1

H1

H1 is the connecting force for global healthcare professionals, providing a trusted source of information and insights to drive research and commercial success.

Professional Services
201-500
Founded 2017
$204M raised
View All Jobs 2

Description

  • Own complex customer escalations from intake through resolution, escalating when appropriate.
  • Resolve, route, and manage support tickets in Zendesk in partnership with Customer Success, Data, Engineering, and Product.
  • Drive Jira escalations, replicate and validate bugs, and ensure accurate issue categorization.
  • Develop and execute plans to identify and remediate operational challenges and execution risks.
  • Serve as a subject matter expert for assigned H1 product areas.
  • Lead small cross-functional projects, set milestones, direct work, and keep stakeholders informed.
  • Proactively identify customer blockers and convert ticket trends into scalable solutions.
  • Set priorities independently, help guide junior team members' priorities, and coordinate others' work.
  • Mentor and coach support team members and lead day-to-day activities as needed.
  • Create, maintain, and own technical documentation and standard operating procedures.

Requirements

  • Authorized to work in the United States without additional sponsorship.
  • 6+ years of customer-facing support experience, including 2+ years in a senior, lead, or escalation role.
  • Experience in a B2B SaaS environment.
  • Hands-on experience with ticketing and issue-tracking systems such as Zendesk, Jira, and Salesforce.
  • Experience leading cross-functional projects or process-improvement initiatives.
  • Experience mentoring, training, or guiding support team members.
  • Fluent written and spoken English, with the ability to communicate clearly with senior stakeholders.
  • Ability to explain complex concepts to audiences with varying technical expertise.
  • Strong organization skills and ability to manage multiple issues and projects simultaneously.
  • Ability to work independently, set priorities, demonstrate customer empathy, and maintain high accuracy and accountability.
  • SQL, AWS Athena, Amazon S3, API, Microsoft Excel, and Google Workspace experience (preferred).
  • Experience with healthcare, life sciences, data products, or writing SOP, knowledge-base, or help-center content (preferred).

Benefits

  • Salary of $65,000–$80,000 annually, based on experience.
  • Restricted Stock Unit equity.
  • Full suite of health insurance options.
  • Generous paid time off and company-wide wellness holidays.
  • Retirement options.
  • Health and charitable-donation stipends.
  • Business Resource Groups.
  • Reasonable accommodations for applicants with mental and/or physical disabilities.

Interested in this position?

Apply directly on the company website

Apply Now

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