Job Title: Technical Support Specialist – Level 2

Department: Customer Success / Operations

Location: Remote

About Qualiphy

Qualiphy is a fast-growing healthtech startup redefining compliance and workflow automation for medical providers and aesthetic practices. With seamless integrations and a customer-first approach, we’re helping clinics stay compliant while operating efficiently.

Role Overview

We’re looking for a Technical Support Specialist (Level 2) who will serve as the bridge between our frontline customer facing teams (Customer Success and Customer Support) and the Engineering team. This person will handle escalations that require deeper than a surface-level technical understanding, assist with API-related customer questions, and ensure smooth resolution of complex customer issues.

You’ll help customers, internal teams, and partners understand how to integrate with and use our platform while maintaining high service quality and response times.

Key Responsibilities

Tier 2 Escalations:

Handle support tickets escalated by the frontline team that require technical troubleshooting or deeper product knowledge.
Investigate issues related to data flows, API responses, and integration behavior.
Collaborate with Engineering and Product to identify and document bugs or recurring issues.

API & Integrations Support:

Support customers and partners who are integrating with Qualiphy’s APIs by answering technical questions and validating their use cases.
Review API documentation with users to ensure proper implementation and troubleshoot common errors.
Provide feedback to improve internal and public API documentation.

Cross-Team Collaboration:

Work closely with the Support, Customer Success, Engineering, and Product teams to ensure issues are prioritized and resolved efficiently.
Assist with internal knowledge base updates and documentation of technical troubleshooting guides.

Customer Communication:

Communicate technical findings and resolutions to customers in a clear, professional, and accessible way.
Maintain ownership of escalated cases until resolution.

Qualifications & Skills

Required:

4+ years of experience in Technical Support, Product Support, Customer Support/Success or a similar role at a SaaS or API-product driven company.
Working understanding of APIs, webhooks, and common integration patterns.
Strong troubleshooting and analytical skills with attention to detail.
Comfortable reading and interpreting JSON, technical logs, and HTTP status codes.
Excellent written and verbal communication skills — ability to translate technical details into plain language.
Basic understanding of SQL for debugging and investigating data-related issues.

Preferred:

Experience with internal office tools like Zendesk, Jira, and Slack.
Familiarity with healthcare, HIPAA compliance, or EMR integrations (a plus).
Experience with API testing using Postman, curl, or similar is a plus

What Success Looks Like

Escalations are resolved quickly and accurately, reducing Engineering and Product involvement.
Customers integrating via our APIs feel supported and confident in the process.
Support and Customer Success teams rely on you as their go-to technical expert.
Product and Engineering teams receive well-documented feedback on recurring technical issues.

Why Join Us

You’ll join a nimble, collaborative team in a high-growth environment where your input directly impacts product quality and customer satisfaction. You’ll have room to grow your technical expertise, influence process improvements, and help shape the support experience for our users.

Salary Range: $80,000-$90,000 USD Annually

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Technical Support Specialist