Product Support Specialist

About Us

SleepRes is a medical device startup revolutionizing sleep apnea and sleep-therapy technology. Our mission is to bring innovative, patient-centered solutions to market that improve sleep quality and health outcomes for millions suffering from sleep-disordered breathing. Correcting 30 years of incorrectly designed pressure delivery, our soon-to-launch Kricket APAP powered by KPAP is positioned to become a new standard of care.

As we prepare for commercial launch, we are seeking a technically skilled and customer-focused Product Support Specialist to provide advanced support for our medical device products, software platforms, and connectivity solutions. This role is ideal for an individual who thrives in a fast-paced startup environment and is passionate about solving technical problems while delivering exceptional support experiences to patients, providers, clinicians, and business customers.

Position Summary

We are seeking a dedicated and detail-oriented Product Support Specialist to join our growing Customer Care organization. In this role, you will serve as a primary point of contact for technical product support, assisting patients, clinicians, providers, and business customers with device troubleshooting, software support, connectivity inquiries, product inquiries, and escalation management.

The ideal candidate will possess strong technical troubleshooting abilities, excellent communication skills, and the ability to navigate regulated medical device support processes. This position plays a critical role in identifying product issues, documenting complaints, escalating technical concerns appropriately, and collaborating cross-functionally with Customer Care, Product, Quality, Regulatory, Clinical, and Engineering teams to support a high-quality customer experience.

Key Responsibilities

• Respond promptly and professionally to product support inquiries via phone, email, chat, and ticketing systems
• Provide advanced troubleshooting support for medical devices, software applications, connectivity inquiries, and product performance concerns
• Support patients, clinicians, providers, and business customers with device setup, troubleshooting, usage guidance, and technical issue resolution
• Identify, document, and escalate product complaints, adverse events, and potential reportable issues in accordance with company procedures and regulatory requirements
• Create, manage, and maintain accurate support tickets, case documentation, and customer records within Salesforce, NetSuite, and other internal systems
• Follow established SOPs, complaint handling procedures, escalation workflows, and documentation requirements in a regulated medical device environment
• Collaborate cross-functionally with Product, Engineering, Clinical, Quality, Regulatory, and Operations teams to investigate and resolve product-related issues
• Gather and document detailed technical information, device behavior, logs, screenshots, and customer feedback to support root-cause analysis and issue resolution
• Monitor support trends and recurring issues to identify opportunities for product, process, and customer experience improvements
• Maintain professionalism, empathy, and clear communication while supporting customers in potentially sensitive or urgent situations
• Make outbound calls and follow-up communications related to technical cases, escalations, device issues, and customer support needs
• Assist with product launches, software updates, process changes, and customer communications as needed
• Navigate multiple systems, applications, and communication channels simultaneously while managing support cases efficiently
• Adhere to scheduling, attendance, productivity, and quality expectations within a remote support environment
• Maintain confidentiality and ensure compliance with HIPAA, FDA, and company data security standards
• Participate in virtual team meetings, ongoing training, coaching activities, and process improvement initiatives

Qualifications

• Associate or bachelor’s degree required
• 3-5 years of technical support, product support, customer support, or help desk experience required; medical device, healthcare technology, SaaS, or other regulated industry experience preferred
• Experience supporting hardware devices, software applications, and connectivity-related troubleshooting preferred
• Previous remote/work-from-home support experience preferred
• Excellent verbal and written communication skills with the ability to communicate technical information clearly to both technical and non-technical audiences
• Strong troubleshooting, critical-thinking, and problem-solving abilities with a high level of attention to detail
• Experience documenting customer interactions, technical issues, complaints, and escalations accurately and thoroughly
• Familiarity with CRM systems, ticketing platforms, Microsoft Office, and cloud-based support tools
• Ability to manage multiple priorities and work independently in a fast-paced startup environment
• Comfortable working within a performance-driven environment with established KPIs, service levels, quality assurance (QA) standards, and coaching feedback
• Ability to adapt to evolving technologies, processes, and business needs
• Strong organizational and time-management skills with the ability to prioritize effectively
• Ability to maintain professionalism and composure while handling complex or escalated customer situations
• Reliable high-speed internet connection and a dedicated, distraction-free workspace required
• Ability to maintain confidentiality and comply with HIPAA, FDA, and company data security standards
• Ability to work scheduled shifts without ongoing interruptions and maintain a professional remote work environment during working hours
• Because this role involves real-time customer interaction, protected information, and performance expectations, employees must be fully dedicated and available during scheduled shifts and may not work another job simultaneously while performing duties for the company.

What We Offer

• Competitive salary, 401K, health, dental, vision, and wellness benefits
• The opportunity to help build a category-leading medical device company from the ground up
• A collaborative, agile, mission-driven team focused on innovation and patient impact
• Career growth opportunities within a rapidly scaling startup environment