Product Support Specialist

Frontera Health is revolutionizing pediatric healthcare by developing a cutting-edge, tech-enabled platform that delivers essential therapies to rural families. Our platform leverages AI/ML to create a robust video-based data model for early intervention and developmental disorders. By collaborating closely with parents, caregivers, and clinical partners, we’re bridging the gap in access to care, improving health equity, and providing personalized treatment plans. Backed by leading investors like Lightspeed and Lux, Frontera Health is poised for rapid growth.

Our ABA direct services are designed to meet the unique needs of children in underserved communities, providing them with the support and resources they require to reach their full potential. We are passionate about ensuring that every child, regardless of their location or socioeconomic status, has access to high-quality healthcare. By leveraging our technology platform and partnering with local providers, we are able to deliver effective ABA therapy to families who may otherwise have limited access to these essential services.

Job Summary

We are seeking a highly organized and motivated Product Support Specialist to join our growing team. The Product Support Specialist will be responsible for providing technical support to our users, troubleshooting issues, and ensuring a positive customer experience. This role requires a strong understanding of our product, excellent communication skills, and the ability to resolve technical issues efficiently.

Responsibilities

• Resolve Tier 1 and some Tier 2 bugs independently.
• Follow up with the Engineering team for resolutions on Tier 3 issues. 
• Understand product flow and what may cause a user error versus a bug.
• Provide excellent customer service and support to users by summarizing and providing solutions to common user issues.
• Track and document multiple support requests and resolutions.
• Communicate effectively with users and internal teams.
• Support internal QA testing for new releases
• Prioritize client-reported bugs subsequent to each new launch and feature rollout. 
• Contribute to product improvement by identifying and reporting recurring issues.
• Support additional internal Product/Engineering teams as requested.

Qualifications

• Strong understanding of software products and technical concepts.
• Excellent communication and interpersonal skills.
• Ability to troubleshoot and resolve technical issues.
• Strong problem-solving and analytical skills.
• Ability to use SQL to query databases 
• Ability to work independently and as part of a team.
• Good customer service skills and a positive attitude.

Preferred Qualifications

• Experience in the healthcare technology industry.
• Experience with AI and ML technologies.

Benefits

• Competitive salary and benefits package.
• Opportunity to work on innovative and impactful projects.
• Collaborative and supportive work environment.
• Professional development opportunities.

Frontera Health, Inc. is committed to creating and maintaining a diverse, equitable, and inclusive workplace where everyone feels valued, respected, and has the opportunity to thrive. We believe that our differences make us stronger and that all employees, regardless of their background, experiences, or abilities, contribute to our success.

We are committed to:

• Providing equal employment opportunities to all qualified individuals, without regard to race, color, religion, sex, national origin, disability status, sexual orientation, gender identity or expression, age, genetic information, veteran status, or any other characteristic protected by law.
• Fostering a culture of inclusion and belonging where everyone feels valued and respected.
• Providing reasonable accommodations to employees with disabilities.
• Continuously learning and improving our DE&I practices.

We will achieve this commitment by:

• Recruiting and hiring a diverse workforce that reflects the communities we serve.
• Creating and maintaining an inclusive work environment that is free from discrimination and harassment.
• Actively listening to and addressing the needs and concerns of all employees.

We believe that diversity, equity, and inclusion are essential to our success as a company and to our mission of serving the pediatric behavioral health community. We are committed to continuous improvement in this area and welcome feedback from all employees.