Associate Technical Support Specialist at hinge-health in Remote

THE OPPORTUNITY Every day, thousands of people begin their Hinge Health journey — and their very first experience with our technology shapes whether they'll stick with a program that can reduce pain by 68% and prevent unnecessary surgeries. As an Associate Technical Support Specialist, you are the frontline advocate who removes technical barriers so our members can focus on what matters: getting better. You'll diagnose hardware and software issues, guide new members through onboarding, and ensure that every interaction reflects the warmth and clinical excellence Hinge Health is known for. If you're energized by solving problems quickly, communicating with empathy, and supporting a mission that transforms lives, this role was made for you. WHAT YOU'LL ACCOMPLISH In your first 3 months: - 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. In your first 6 months: - 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. In your first year: - 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. WHO YOU ARE - A Learn-it-all: You approach unfamiliar technical challenges with curiosity and a growth mindset, quickly building expertise in new tools and products. - An Effective Communicator: You convey complex technical information with clarity, warmth, and empathy — whether on a phone call, in an email, or over chat. - Accountable: You take ownership of every member interaction, following through until the issue is fully resolved and the member is set up for success. - Resilient & Adaptable: You thrive in a fast-paced, evolving environment and can juggle multiple tasks simultaneously without losing attention to detail. BASIC REQUIREMENTS - 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. PREFERRED REQUIREMENTS - Experience with customer support tools (e.g., Zoom, Freshdesk, Salesforce). - Familiarity with mobile and/or data management tools (e.g., Mixpanel, JIRA, Tableau, Auth0, Esper MDM). - Healthcare background and/or previous healthcare tech experience, especially at a startup. - Familiarity with PHI/PII compliance standards for healthcare users. - Technical support or logistics experience with medical devices & hardware. - Bilingual (Spanish or French). About Hinge Health At Hinge Health, we’re using technology to scale and automate the delivery of healthcare – starting with musculoskeletal (MSK) conditions, which affect over 1.7 billion people worldwide. With an AI-powered human-centered care model, Hinge Health leverages cutting-edge technology to improve outcomes, experiences and costs to help people move beyond their pain. The platform addresses a broad spectrum of MSK care – from acute injury, to chronic pain, to post-surgical rehabilitation – through personalized, evidence-based care. As the preferred partner to 50+ health plans, PBMs and other ecosystem partners, Hinge Health is available to over 20 million people across more than 2,550 employers. The company is headquartered in San Francisco with additional offices in Montreal and Bangalore. Learn more at http://www.hingehealth.com/http://www.hingehealth.com What You'll Love About Us - 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 Culture & Engagement Hinge Health is an equal opportunity employer and prohibits discrimination and harassment of any kind. We make employment decisions without regards to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability status, pregnancy, or any other basis protected by federal, state or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We provide reasonable accommodations for candidates with disabilities. If you feel you need assistance or an accommodation due to a disability, let us know by reaching out to your recruiter. By submitting your application you are acknowledging we are using your personal data as outlined in the personnel and candidate privacy policy. https://www.hingehealth.com/about/personnel-and-candidate-privacy-policy/ Beware of Phishing Attempts: We've noticed an increase in phishing where fraudsters impersonate employees and send fake job offers to steal sensitive information. We'll never ask for financial details during the hiring process and only use "@hingehealth.com http://hingehealth.com" emails. If you receive a suspicious offer, stop communication and report it to the US FBI Internet Crime Complaint Center. To verify an email from our recruiting team, forward it to security@hingehealth.com https://app.ashbyhq.com/admin/organizational-settings/theme#.