Develop foundational knowledge of Hinge Health products, common technical challenges, and troubleshooting techniques through structured onboarding and shadowing.
Begin handling member inquiries via phone, email, and chat under guidance, consistently meeting quality and response-time standards.
Build relationships with teammates and cross-functional stakeholders to understand escalation paths and resolution workflows.
Independently diagnose, investigate, document, and resolve member problems related to Hinge Health hardware and software products.
Conduct thorough root cause analysis and contribute insights to improve knowledge-base articles and troubleshooting guides.
Consistently meet key organizational metrics for quality, productivity, and member satisfaction.
Serve as a reliable resource for peers on complex troubleshooting scenarios, helping elevate the team's collective capability.
Proactively identify recurring technical patterns and recommend process improvements to reduce member friction.
Demonstrate mastery across all support channels, contributing to a best-in-industry member experience.

1+ year of technical troubleshooting, IT help desk, or software/hardware support experience.
Excellent written and verbal communication skills with a member-facing orientation.
Demonstrated ability to multitask across phone, email, and chat queues effectively.
Proficiency in conducting root cause analysis for technical issues and strong analytical/problem-solving skills.
Flexibility with schedule — work hours based on business needs and may include nights and weekends.
Ability to work effectively in a remote environment with excellent punctuality and proactive communication.

Inclusive healthcare and benefits: On top of comprehensive medical, dental, and vision coverage, we offer employees and their family members help with gender-affirming care, tools for family and fertility planning, and travel reimbursements if healthcare isn’t available where you live.
Planning for the future: Start saving for the future with our traditional or Roth 401k retirement plan options which include a 2% company match.
Modern life stipends: Manage your own learning and development

Technical Support Specialist

Key skills