Product Support Specialist

What is ViewFi?

ViewFi began with a technology challenge. Can a musculoskeletal (MSK) physical exam, typically performed in person, be completed effectively via a virtual visit? If such a technology platform existed, it would open an innovative hybrid care model that would vastly improve the patient experience, ensure better MSK outcomes, and drive significant cost savings for Providers and Payers.

The patient-focused ViewFi Health technology platform delivers all MSK exams with best-practice exam content and groundbreaking technology capabilities. ViewFi offers this technology platform combined with the very best clinical team of leading physicians, providers, and healthcare payors. Combining an internationally renowned clinical team with ViewFi’s leading MSK technology platform provides the very best, lowest-cost entry to MSK care for a patient

Our goal is to change how MSK treatment is delivered. Ensuring the patient is prescribed the very best care plan from the beginning is critical to best-in-class patient satisfaction resulting in the best outcomes at the lowest cost.

The Opportunity

The Product Support Specialist is the person our clinical staff call when something isn't working. ViewFi's medical assistants, physical therapists, and physicians run their day inside our platform, and when a patient gets stuck or a record needs correcting, they need a fast, knowledgeable answer. You'll own that. You'll also test every release before it reaches them, which is how you'll know the product better than anyone who uses it. This is a support role first. Testing is how you stay ahead of the questions.

Your Mission

Support clinical staff (the core of the job)

• Be the first responder. Field questions and issues from MAs, PTs, and MDs, mostly through our internal Teams channel today. Acknowledge quickly, resolve what you can, and keep people informed until it's closed.
• Find out where the patient got stuck. Use session replay tooling (LogRocket) and application logs to see exactly what a patient or staff member did and where it went wrong, then explain it in plain language.
• Make the fix when it's a data fix. Many requests are operational: re-adding a case to the outreach rotation, correcting a case type chosen at creation, reversing a referral, updating a patient's contact details. You'll handle these through our admin tools, carefully and with a record of what changed.
• Route what you can't fix. When it's a genuine defect, reproduce it, capture the case and steps, and file a clear bug in Azure DevOps so engineering can act on it without a follow-up conversation.
• Handle patient information responsibly. Everything you touch is protected health information. You'll follow our HIPAA practices every time, without shortcuts.

Test releases before our users see them

• Verify new work against its acceptance criteria. Each story we build comes with written acceptance criteria and test cases. You'll execute them in our development environment, confirm the behavior matches, and file what doesn't.
• Run regression checks in staging before each release. Walk the core workflows (intake, scheduling, video visits, documentation, billing) so a change in one place doesn't quietly break another. Retest fixes and close the loop. When a bug is fixed, confirm it and close it out.

Near term, expect a meaningful share of each two-week sprint to go to release testing. As support volume grows with the business, support becomes the majority of your time. Either way, testing is what makes you good at support: you'll have seen every feature before anyone asks about it.

Turn repeat problems into product improvements

• Keep the support log. We track every support issue as a pattern so we can see when the same thing happens twice. You'll maintain that log and flag what's recurring.
• Feed the roadmap. Recurring requests are candidates for self-service features. You'll bring them to the CPO with the evidence, and you'll have a real voice in what gets built.
• Write it down once. When you answer the same question twice, turn the answer into a Support Center article so the third person finds it themselves.

Who You Will Work With

Chief Product Officer (your manager) Sets priorities, decides what becomes a product change, and is your escalation point. Today the CPO handles most support personally; you 'll take that over.

QA & IT Specialist Engineering (two engineers) Your closest day-to-day partner. You'll split release testing with them and coordinate on what gets covered each sprint. You hand them reproducible bugs; they hand you fixes to verify. Clear write-ups make this fast in both directions.

Clinical Operations (Medical Assistants, Physicians, Physical Therapists) Your users. You'll build relationships with them and become the person they trust

to get things unstuck.

About You

• 2+ years supporting users of a software product, ideally a web application in healthcare, legal, or another regulated setting.
• A troubleshooting instinct. You like figuring out what happened, you ask good questions, and you don't guess when you can check.
• Careful hands with data. You've made corrections in a live system before and understand why you double-check before you save.
• Clear, warm written communication. Most of this job is explaining things to busy clinicians in a chat message. Tone and clarity matter.
• Comfort with tools like session replay (LogRocket or similar), a ticketing or work-tracking system (AzureDevOps, Jira), and browser developer tools at a basic level.
• Self-direction. This is a remote role on a small team. You'll manage your own queue and know when to raise your hand.

Nice to have

• Experience with HIPAA and handling protected health information.
• Manual software testing experience: executing test cases, exploratory testing, writing good bug reports.
• Basic SQL, enough to read a query and pull a record.
• Familiarity with a clinical or medical-office setting, or with personal-injury case workflows.
• Experience using Claude Code or similar AI coding assistants. We use it across the team, including for testing and investigation.

What Success Looks Like

30 days: Learned the product end to end by testing a full sprint'

s worth of stories. Shadowed the CPO on live support and started answering routine requests yourself.

60 days: Taken over the support channel as its primary owner. Handling data corrections independently. Filing bugs engineering can act on without follow-up.

90 days: Support response times are predictable, and the CPO is no longer in the queue day to day. The support log is current, you’ve brought recurring issues to the roadmap with evidence, and staff know your name.

ViewFi Offers

• Remote-first work

• Unlimited PTO

• Medical/dental/vision benefits

• 401k match

• Ability to mold your career and make an immediate impact

• Work in a dynamic environment with an eclectic group of people

ViewFI is an equal opportunity employer. We value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.