Note: The job is a remote job and is open to candidates in USA. Avive Solutions, Inc. is a growth stage Automated External Defibrillator (AED) company focused on saving lives through innovative technology. The Technical Customer Support Specialist will provide technical support for their connected hardware and software platform, diagnosing and resolving complex issues while ensuring a positive customer experience.
Responsibilities
- Diagnose and resolve complex issues across hardware, software, and system integrations
- Analyze logs, system behavior, and backend data to identify root causes
- Troubleshoot issues in real time, often while on live customer calls
- Own issues end-to-end, ensuring timely and accurate resolution
- Provide support across phone, email, and chat, with a strong focus on phone-based interactions
- Guide customers through technical troubleshooting in a clear, structured manner
- Translate complex technical issues into simple, actionable steps
- Maintain control of customer interactions while working through multi-step resolutions
- Investigate discrepancies across systems such as Salesforce, NetSuite, and internal platforms
- Understand how data flows across systems and impacts device behavior and customer experience
- Resolve issues tied to orders, devices, connectivity, and account configuration
- Maintain detailed, accurate documentation of technical issues and resolution steps
- Escalate issues when necessary with clear, complete, and actionable context
- Partner with Engineering. Product, and Quality on deeper issues
- Reduce unnecessary escalations through thorough investigation and problem-solving
- Identify recurring issues and contribute to long-term fixes
- Improve troubleshooting guides, runbooks, and Help Center content
- Stay current on product updates, system changes, and new technical workflows
- Provide feedback to Product and Engineering to improve system reliability
- Contribute to the continuous improvement of support processes, documentation, and troubleshooting resources
- Assist with special projects, product testing, or internal initiatives that help improve the customer experience
- Support the team during high-volume periods and maintain flexibility in a fast-paced, evolving startup environment
Skills
- 3-7 years in technical support, support engineering, or similar roles
- Experience in a complex system environment (hardware + software preferred)
- Strong experience with: Log analysis and system diagnostics, Troubleshooting across multiple systems (CRM, ERP, internal tools), Familiarity with tools such as Salesforce, NetSuite, Zendesk, or similar
- Experience operating in a real-time, phone-first support environment
- Strong problem-solving skills with a bias toward ownership and resolution
- Detail-oriented with strong documentation habits
- Energized by Avive's mission and excited to help deliver a best-in-class support experience that saves lives
- Experience supporting connected devices, or hardware + SaaS platforms
- Strong background in log analysis, system diagnostics, and root cause investigation
- Experience working with Python and Kibana
- Exposure to incident management or high-availability environments
- Experience translating complex technical issues into clear, customer-friendly communication
- Background working closely with Engineering and Product teams to resolve issues
Company Overview