Technical Product Support Specialist at Propelus

Propelus® simplifies workforce compliance management across healthcare. Our innovative technology and strategic partnerships empower millions of professionals, their employers, and regulators to work together, creating a connected and efficient healthcare ecosystem. As a trusted leader for over 20 years, Propelus has focused on bringing more good into the lives of the people and organizations serving healthcare. We deliver seamless compliance solutions to millions. We leverage market-leading technology and essential data to simplify complex operations, reduce risk, and champion a safer, healthier, and happier workforce. We are looking for a Technical Product Support Specialist to serve as the high-level operational bridge between our customers, support teams, and Product Engineering. This is a strategic role for a technical problem-solver who enjoys going deep into a B2B SaaS platform to find the "why" behind complex issues. You will be the final escalation point for our suite of software products. Your mission is to provide the root-cause analysis and data-driven insights needed to move bugs out of support and into permanent engineering fixes. This is a role for someone who understands the software development lifecycle and wants to ensure the Voice of the Customer directly influences our product roadmap. You won't just report bugs—you will investigate them at the database level, perform root-cause analysis, and provide Engineering with the technical depth they need to ship permanent fixes. What You’ll Do - Advanced Technical Triage: Serve as the final escalation point for complex B2B product issues. You will investigate system behavior and perform root-cause analysis to identify exactly where a process is failing. - Product Data Investigation: Use data tools to query production environments, validate data integrity, and identify patterns of failure across our multiple software practices. - SDLC Coordination: Act as the primary liaison between customer-facing teams and Engineering. You will translate customer pain points into detailed technical documentation for development sprints. - Knowledge Management: Champion a "documentation-first" approach. You will keep internal teams informed of system changes, known issues, and technical workarounds. - Product Insights: Analyze support trends to identify recurring friction points. You will provide the Product team with actionable evidence to help prioritize future improvements. What You’ll Bring - B2B SaaS Experience: 2+ years of technical support or QA experience in a B2B SaaS environment, preferably supporting a suite of multiple integrated software products. - Technical Proficiency: A strong understanding of the SDLC and experience with SQL for data investigation. Familiarity with cloud data warehouses like Snowflake is highly preferred. - You are a natural detective. You enjoy digging into a complex system to find the root cause of a problem rather than just providing a temporary fix. - Experience using Jira to track bugs and feature requests through to deployment, ensuring clear communication between Support and Engineering. - The ability to explain complex technical limitations or database errors in clear, simple language for customers and non-technical stakeholders. BENEFITS AND PERKS FOR PROPELUS EMPLOYEES INCLUDE BUT ARE NOT LIMITED TO: - Awarded one of BuiltIn's 2025 Best Places to Work [Upgrade to PRO to see link] and honored as a Silver Stevie® Award Winner in the 2025 Stevie Awards For Great Employers [Upgrade to PRO to see link] - Professional development allowance to help you grow in the ways that mean the most to you. - Flexibility for balancing work with the rest of life and ample PTO, including paid time off for volunteering, your birthday, and becoming a new parent. - Check us out for yourself at our careers page [Upgrade to PRO to see link] or our Propelus culture [Upgrade to PRO to see link] Instagram accounts. For US Employees: - 401K with company matching, as well as financial planning education and resources. - Employees can choose from HSA, FSA, and traditional insurance options for medical, dental, and vision coverage for themselves and dependents. - Lifestyle Spending Account (LSA): We support personal well-being by offering an annual lifestyle spending account that you can use for what matters most to you—whether it’s a gym membership, a meditation app, WFH equipment, or fresh produce delivered to your door. For LATAM Employees: - Your health is our top priority! We cover 100% of your health insurance premiums. Our plans include national and international coverage, so you're protected no matter where you are. - Propelus Flex Club: Our flexible benefits platform gives you monthly points to redeem on what you need most. Plus, you'll get access to exclusive discounts just for being part of our team. - We've got you covered with a life insurance policy, paid 100% by the company. You can also add your beneficiaries at an exclusive, discounted rate. We are an equal opportunity employer and value diversity at Propelus. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Candidates from all backgrounds are encouraged to apply. Full-time positions are scheduled to work 40 hours per week, M-F unless required otherwise by projects. Part-time positions are scheduled to work a maximum of 30 hours per week. Equipment, benefits, and perks are not provided to part-time or temporary employees.