Product Support Specialist
Confirmed on the employer's own hiring board on Nov 6, 2026. First seen by Alion on Nov 5, 2026.
About ArcHouse
ArcHouse is on a mission to modernize and transform the way hospice, palliative, and care-at-home providers operate their business and care for patients. Founded in 2023, we’re building a platform that enables true efficiency for healthcare providers caring for one of the most vulnerable populations. We partner closely with hospice, palliative, and care-at-home teams nationwide, supporting providers who care for patients and families at the most challenging moments of their lives.
Location & work mode
This role is fully remote and open to candidates anywhere in the United States, with working hours set to business hours, US Central Time Zone. We value focused, async work, with team off-sites to connect in person.
What you'll do
Our customers rely on ArcHouse while caring for patients and families at end of life, so when something doesn't work, it affects care as well as operations.
We believe support should feel like an extension of the product: fast, clear, and careful. As a Product Support Specialist, you'll be the person that our customers reach when they need help. You'll also shape the product by turning what you hear into insight our engineering and product teams act on.
Support clinicians, care teams, and health system admins after go-live, working alongside the Implementation Managers who own onboarding: account and user setup, permissions, SSO, and day-to-day how-to questions
Investigate and resolve inbound issues across Pylon, email, in-app chat, phone, shared Slack channels, adapting your explanation to a nurse on shift or an IT lead
Troubleshoot technical problems using our APIs, SQL, and application logs, then reproduce bugs across browsers, devices, and customer environments
Partner with engineering to document, prioritize, and verify fixes, writing tickets clear enough to act on without a follow-up
Handle protected health information (PHI) with care, following HIPAA and our security policies in every interaction, from minimum-necessary access to secure data sharing
Surface trends and insights from customer feedback to inform product decisions
Write and maintain help center articles and internal runbooks
Lead select projects that improve the support experience, internal knowledge sharing, and support operations
What we're looking for
2+ years in customer or technical support for a B2B software product, ideally SaaS
Excellent written and verbal communication, with the ability to explain technical issues plainly to clinical and non-technical users
Hands-on experience with APIs and writing SQL queries to investigate issues
Ability to identify the root cause of an issue from logs, data, and API responses, not just the symptom
Experience working directly with customers to reproduce issues, then writing clear, complete tickets engineering can act on without a follow-up
Experience handling sensitive data under HIPAA or a similar framework (SOC 2, GDPR), and good judgment about when to escalate
Calm, organized, and thorough under pressure; you know a clinician's problem often can't wait
Curiosity about healthcare and how clinical teams work
Nice to have:
Experience supporting health system customers, or working in or alongside clinical settings
Familiarity with EHR systems, HL7/FHIR, or SSO/SAML setups
Experience with Pylon or similar B2B support tools
This is not a software engineering role, but you'll work closely with our engineers every day.
Benefits
Competitive salary and equity
Health, dental, and vision insurance
Fully remote work environment with setup stipend
Unlimited PTO
Regular team events and off-sites
Location
ArcHouse is a remote-first company, with optional co-working offices in New York & San Francisco.
Equal opportunity
ArcHouse is an equal opportunity employer. We do not discriminate based on race, color, religion, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic under applicable law.
A note on recruitment fraud: all official ArcHouse hiring communication comes from an @ archouse.health email address. We never ask candidates for payment or financial information.