Product Support Representative IV (Remote)

Are you ready to elevate your career with a meaningful role where your technical expertise directly impacts patient care outcomes across the continuum of care? Net Health is looking for a dedicated professional to step into an advanced, work-from-anywhere position that offers exceptional professional growth and unparalleled work-life flexibility. If you are passionate about helping caregivers harness data for human health while advancing your technical career, this is the ultimate home for your talents.

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Job Overview

• Role: Product Support Representative IV
• Employment Type: Full-Time
• Location: Remote (Pittsburgh, PA 15222)
• Compensation: $19.62 – $24.52 an hour
• Schedule: Shift coverage includes evenings, weekends, and holidays as needed to ensure consistent service quality for critical medical applications.

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Primary Responsibilities

• Advanced Problem Resolution: Serve as a critical subject matter expert and point of escalation for moderately complex client application software issues.
• Root Cause Analysis: Diagnose underlying application faults, review system logs, leverage internal analytics tools, and deliver strategic, long-term technical solutions.
• Collaborative Troubleshooting: Lead high-priority troubleshooting efforts, manage software dependencies, maintain meticulous documentation, and coordinate cross-functionally with senior engineering teams.
• Client Relationship Management: Own advanced client interactions from initial intake through comprehensive resolution, maintaining proactive and clear communication aligned with rigorous service level agreements.
• Team Mentorship: Provide technical guidance, creative solutions, and constructive mentorship to junior support colleagues to drive overall team-wide technical capability.

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Eligibility Criteria

To ensure excellence in this highly collaborative and technical environment, candidates must meet specific background requirements. A minimum of a High School Diploma or equivalent GED is required; however, a relevant degree or equivalent comprehensive training is highly valued.

Applicants must possess 10+ years of dedicated experience in a technical support, client service, or application troubleshooting role. Demonstrated expertise navigating complex support infrastructures and executing independent judgment during high-pressure troubleshooting scenarios is vital for success.

Proficiency with standard business and engineering tools is essential. Candidates must have direct experience utilizing Microsoft Office suites alongside common enterprise software platforms, such as Salesforce, NetSuite, Oracle, SAP, MS Project, SmartSheet, or equivalent project management software solutions.

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Work Environment and Team Culture

Net Health operates with a profound respect for its internal family, cultivating an intentionally welcoming, inclusive, and collaborative environment. Employees thrive within a progressive corporate culture that champions diversity, casual dress codes, prioritized wellness programs, and active employee resource groups. By providing a work-from-anywhere framework, the company ensures that high-performing individuals can balance a high-impact career with their vibrant personal lives seamlessly.