Product Support Specialist

About Breakthrough

Breakthrough helps physical therapy practices grow. We build their websites and give them software, including AI agents, that turns leads into booked patients. We're a growing startup serving about 200 practices, and the people we serve are busy clinic owners who need things to just work.

About This Role

You're Customer Success's closest partner on the Product team. You take technical work off CSMs' plates so they can focus on their clients, and you make sure they hear about anything affecting those clients from you first.

You'll be the first person our clients reach when something isn't working, and you'll fix most of it yourself. You'll dig into logs, run SQL queries, reproduce problems, and get on a call with a client when that's the fastest way to help.

You'll also help us change how support works. We want clients to get answers on their own, through a strong knowledge base and AI tools, without needing to open a ticket. You'll own the knowledge base and help build that automation. As routine questions move to self-serve, your time shifts toward harder investigations, QA, and new responsibilities as the company grows.

A note on hats: everyone here wears several. This role covers support, account setup, website build coordination, and QA. When those compete, your top priority is resolving client issues independently.

What this role isn't: you won't write or deploy code. When you find a bug, you document it so clearly that engineering can fix it without asking you a single follow-up question.

What You'll Do

Troubleshoot and Resolve Client Issues

• Own the ticket queue. Handle incoming issues with software, logins, billing, and message delivery, and resolve them yourself.
• Find the root cause. Check back-end logs and run SQL queries to see what actually happened. For example: delivery logs on a failed SMS or email, sync status on an integration mismatch, or account configuration on a login issue. Reproduce the problem to tell a real defect from user error.
• Get on a call when writing won't cut it. If a help article or quick reply won't solve it, offer a call and work the problem live with the client.
• Escalate only when you should. Bring in Product or engineering when (a) you've confirmed a real defect that needs a code fix, (b) the issue needs a product or roadmap decision, or (c) fixing it requires access outside your role.
• Write bug reports engineers can act on. Include steps to reproduce, expected vs. actual behavior, and the log or query evidence you found.

Build Self-Serve Support

• Own the knowledge base. Keep our Help Center accurate and complete, with clear guides and short videos for new features.
• Close the loop on every ticket. After you resolve something, ask: should this be an article, so the next client never has to ask?
• Help implement AI support. Work with Product to set up and improve AI tools that answer client questions from our knowledge base. Test what they get wrong and fix the content behind it.
• Automate your own work. Look for repeat questions and tasks you can speed up or remove, and treat that as part of the job.
• Handle client data with care. Our clients are healthcare practices. Know what data AI tools can and can't access, and protect it.

Be Customer Success's Direct Product Connection

• Own the technical side of account setup. Build out new client accounts, locations, and marketing funnels. Handle contact list uploads and data entry, and help clients using our self-serve setup tools.
• Be CS's go-to technical resource. When a CSM needs a technical answer for a client, find the root cause, give them a clear explanation and next step they can share, or join the client call yourself.
• Be the source of truth on known issues. Track every open bug affecting clients: where the fix sits in Product's priorities, and when it's expected. Keep this where CSMs can check it anytime, send a weekly update, and flag urgent issues the same day.
• Share what Product is working on. Keep Customer Success current on Product's priorities, including what's in progress, what's coming next, and what's been pushed back, so CSMs can set accurate expectations and speak confidently about what's ahead.
• Spot risk and pass it on. When a client is frustrated, keeps hitting issues, or mentions canceling, tell their CSM the same day. Leave conversations about results, pricing, contracts, or cancellations to the CSM.

Coordinate Client Website Builds

• Kick off each build. Reach out when a client's build slot opens and gather what engineering needs to start, like current site access and domain details.
• Run the review cycle. Present drafts, consolidate client feedback, and route it clearly to the build team through each revision round.
• Keep builds moving. Track the status of every active build so nothing stalls on a client reply or an internal handoff.

Test Before We Ship

• Test new releases before clients see them. Try to break them, don't just confirm the expected path works.

How We'll Measure Success

• Share of client questions answered through self-serve, without a ticket
• Support tickets per client, trending down over time
• Share of tickets you resolve without escalating
• Average time from ticket opened to root cause found
• Customer success hours freed up by the setup and data work you take on

What You Bring

Must-haves

• Working SQL skills. You can write SELECT queries with filters and joins to look up a client's records. If you haven't used SQL professionally, show us something you've done with it.
• A troubleshooting instinct. You want to know why something broke, and you keep digging past "try refreshing."
• Clear, warm communication. You can explain a technical problem in plain language to a busy practice owner, stay calm with a frustrated client, and run a live troubleshooting call without a script.
• Hands-on experience with AI tools. You've used AI to automate or speed up real work, and you can tell us about a specific example.
• Organization under juggling. You can manage support tickets and active website builds at the same time without dropping anything, and you're precise with setup and data entry.

Nice-to-haves

• Experience supporting software for healthcare practices (EMR, scheduling, billing, or similar)
• Experience writing help docs or building a knowledge base
• Familiarity with tools like Jira, HubSpot, Asana, Fathom, or Claude
• QA or software testing experience

Who Tends to Do Well Here

We're open to candidates from either direction: a technical person who wants more client contact, or a strong support person who has built real skill with data, logs, and SQL, whether self-taught, from a SaaS support role, or from QA. Either way, you can point to a specific time you diagnosed and fixed a technical problem on your own.

You'll do well here if you'd rather build a system that makes your job easier than keep doing the same work by hand, and if you're excited for the role to grow as the routine parts get automated.