{"id":3836678,"url":"https://alion.io/job/archouse-product-support-specialist","title":"Product Support Specialist","company":{"id":3792482,"name":"ArcHouse","domain":"archouse.health","url":"https://alion.io/company/archouse","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"CT","utc_offset_min":-6,"utc_offset_max":-6},"hiring_geo_confidence":"inferred","locations":["San Francisco, United States","New York, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":95000,"max":135000,"currency":"USD","period":"year","gross":null,"usd_annual":135000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":false},{"name":"HIPAA","optional":false},{"name":"Slack","optional":false},{"name":"SOC 2","optional":false},{"name":"SQL","optional":false},{"name":"FHIR","optional":true},{"name":"HL7","optional":true}],"status":"live","first_seen_at":"2026-11-05T21:11:40Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-06T10:35:00Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"About ArcHouse\nArcHouse 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.\nLocation & work mode\nThis 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.\nWhat you'll do\nOur 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.\nWe 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.\nSupport 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\n\nInvestigate 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\n\nTroubleshoot technical problems using our APIs, SQL, and application logs, then reproduce bugs across browsers, devices, and customer environments\n\nPartner with engineering to document, prioritize, and verify fixes, writing tickets clear enough to act on without a follow-up\n\nHandle protected health information (PHI) with care, following HIPAA and our security policies in every interaction, from minimum-necessary access to secure data sharing\n\nSurface trends and insights from customer feedback to inform product decisions\n\nWrite and maintain help center articles and internal runbooks\n\nLead select projects that improve the support experience, internal knowledge sharing, and support operations\n\nWhat we're looking for\n2+ years in customer or technical support for a B2B software product, ideally SaaS\n\nExcellent written and verbal communication, with the ability to explain technical issues plainly to clinical and non-technical users\n\nHands-on experience with APIs and writing SQL queries to investigate issues\n\nAbility to identify the root cause of an issue from logs, data, and API responses, not just the symptom\n\nExperience working directly with customers to reproduce issues, then writing clear, complete tickets engineering can act on without a follow-up\n\nExperience handling sensitive data under HIPAA or a similar framework (SOC 2, GDPR), and good judgment about when to escalate\n\nCalm, organized, and thorough under pressure; you know a clinician's problem often can't wait\n\nCuriosity about healthcare and how clinical teams work\n\nNice to have:\nExperience supporting health system customers, or working in or alongside clinical settings\n\nFamiliarity with EHR systems, HL7/FHIR, or SSO/SAML setups\n\nExperience with Pylon or similar B2B support tools\n\nThis is not a software engineering role, but you'll work closely with our engineers every day.\nBenefits\nCompetitive salary and equity\n\nHealth, dental, and vision insurance\n\nFully remote work environment with setup stipend\n\nUnlimited PTO\n\nRegular team events and off-sites\n\nLocation\nArcHouse is a remote-first company, with optional co-working offices in New York & San Francisco.\nEqual opportunity\nArcHouse 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.\nA note on recruitment fraud: all official ArcHouse hiring communication comes from an @ archouse.health email address. 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