Technical Support Specialist (Medical Software, SaaS)

Quick Facts

• Role: Technical Support Specialist (Medical Software, SaaS)

Description

You will support users of a medical SaaS application by answering questions, explaining functionality, and troubleshooting issues across the application, user-side setup, and network/VPN connectivity. The role includes managing support tickets from initial information gathering through diagnosis, resolution, or escalation to the right team. You will also help configure, launch, and deploy the application and integration components in medical facilities, working with hospital IT and the technical team.

Responsibilities

• Provide ongoing user support for the application (Q&A, guidance on features, troubleshooting)
• Receive, analyze, and manage tickets end-to-end: collect information, diagnose, resolve, or forward to the appropriate team
• Support configuration, rollout, and deployment of the application and integration elements in healthcare facilities
• Collaborate with hospital IT teams to ensure correct communication between local infrastructure and the SaaS service
• Diagnose technical issues related to networking, service access, VPN connections, and user environment configuration
• Review error messages and logs to identify the root cause (application, user workstation, or infrastructure)
• Reproduce reported issues and provide complete information to the technical team for further analysis
• Conduct training and instructions for users on application usage and basic technical tasks
• Create and maintain user instructions, ticket documentation, and a knowledge base

Requirements

• Experience in end-user technical support/helpdesk, IT support services, or implementation and technical operation of systems/devices
• Practical networking knowledge: IP addressing, DNS, DHCP, TCP/UDP ports, routing, and firewalls
• Understanding of VPN operation and ability to verify connection setup and service availability
• Proficiency with diagnostic tools: ping, tracert/traceroute, nslookup, Test-NetConnection
• Very strong Windows knowledge, including configuration and troubleshooting on user workstations
• Basic knowledge of web applications and SaaS services, including diagnosing browser, login, and service access issues
• Methodical troubleshooting skills: collect information, formulate and verify hypotheses, document conclusions
• Communicative, patient approach and ability to clearly explain technical topics to non-IT users
• Independence and responsibility for ticket handling and escalation when needed
• English proficiency for technical documentation and professional communication
• Self-organization and ability to manage tasks end-to-end
• Onsite work: at least 4 days per week in the office

Benefits

• Join a growing Polish medtech company building its own technologies and solutions for healthcare
• Combination of technical support, customer interaction, and exposure to new technologies—from diagnosing issues to deployment and integration support
• Build experience in IT and healthcare systems by working with hospital IT teams
• Real impact on user service quality and on improving support/deployment processes
• High independence and responsibility for managing tickets, deployments, and customer support workflows
• Close collaboration with R&D and technical teams developing innovative medical technology
• Interdisciplinary environment combining medtech, IT, engineering, medicine, and business
• Opportunities to develop skills in system diagnostics, integration, networking, SaaS, and healthcare facility technologies
• Employee benefits package