Product Support Operations

# The problem Hospitals still run their most important operations — staffing, labor planning, and capacity — on paper, spreadsheets, and guesswork. It's a system that wastes thousands of hours and millions of dollars every year. Vitalize replaces this with intelligent, automated staffing operations. Our platform brings real-time decision support to clinical leaders, eliminating manual work, reducing unnecessary labor spend, and unlocking patient capacity for hospitals. We're building the core operating system for hospital workforce operations — competing directly with legacy HR/ERP platforms. And we're winning. We're already live across 20+ hospitals, near 8-figures in revenue, and have raised funding from top investors. We've 3x'ed revenue in the last 3 months, and are scaling fast. # The role You'll be responsible for ensuring our hospitals can successfully operate their most critical workflows on Vitalize. This isn't just answering tickets — it's about deeply understanding complex data-driven staffing operations and going above and beyond to ensure that our users have accurate staffing data to take care of real patient lives. **You'll own the customer support experience.** You'll answer customer questions spanning product features, data integrations, workflow configuration, and technical troubleshooting. You'll work across all channels — email, SMS, video calls, and in-person when needed. **You'll unblock data-driven workflows.** Hospital staffing operations depend on accurate, real-time data. When something breaks — an integration fails, data doesn't sync, or a calculation looks wrong — you'll investigate root causes, partner with engineering to resolve issues, and ensure customers can get back to running their operations. **You'll talk directly with customers.** You'll regularly interact with nurses, staffing coordinators, and hospital leaders to understand their workflows, debug issues, and gather feedback. You'll want to visit hospitals when needed to see problems in context. **You'll shape the product.** You'll surface trends and insights from customer feedback to influence product decisions and roadmap priorities. You'll document knowledge base content, write troubleshooting guides, and help develop scalable support processes as we grow. **You'll partner with engineering.** You'll work closely with the product and engineering teams to reproduce bugs, document technical issues, and ensure fixes are shipped quickly. Your technical background will help you bridge the gap between customer problems and engineering solutions. # Who you are You have **4+ years of customer-facing experience** , ideally in technical support, customer success, or operations roles at B2B SaaS companies. You've supported complex, data-driven products and can talk about how you've unblocked critical customer workflows. You're **technically capable or want to be**. You can troubleshoot APIs, data integrations, and technical configurations. You're comfortable digging into logs, reproducing bugs across different environments, and explaining technical concepts to non-technical users. Familiarity with SQL, APIs, and integration setups is a plus. You **go above and beyond for customers**. When a hospital can't complete their staffing schedule because something's broken, you take ownership. You stay with the problem until it's resolved, even if that means coordinating across multiple teams or jumping on a call outside normal hours. You're **excited about talking to customers**. You're comfortable regularly interacting over chat, video, and in-person. You see customer conversations as opportunities to understand their workflows deeply, not just tickets to close. You have **strong communication skills**. You can adapt your approach based on who you're talking to — whether that's a nurse using the product in the field or a technical administrator configuring integrations. ## **You might not be the right fit if:** - You're looking for a purely reactive support role - You prefer to avoid customer conversations - You're looking for a remote role - You don't have experience with technical troubleshooting or data-driven workflows - You’re looking for a repeatable, structured environment Experience in healthcare, logistics, or similarly complex operational domains is a plus, but not required. The domain is deep but learnable. # Why now We're at the stage where every customer interaction shapes how we build support operations. The processes we set today, the knowledge we document, the quality bar we hold, will define the support experience for years. You'd be joining at the moment where the team is small enough that you can influence everything, and the company is growing fast enough that your work will scale to thousands of users across dozens of hospitals. You'd be working alongside a team that values support as a strategic function, a leadership team that gives you real autonomy, and an engineering team that wants to partner closely to solve customer problems. # Compensation & benefits - Competitive salary + equity - Medical, dental, and vision insurance - 401(k) with match - Flexible PTO - Bi-annual company retreats - Free lunch and dinner in-office - Reimbursement for desk setup, gym, and commute Visa sponsorship is not available for this role.