Technical Customer Support Specialist- EST Hours
About Avive:
Avive Solutions, Inc. () is a growth stage Automated External Defibrillator (AED) company with a connected response system that is rapidly gaining market share. We are a mission driven team that is quite literally saving lives. Sudden Cardiac Arrest (SCA) is a leading cause of death in the United States, and we are on a mission to change that! We are a dynamic organization that builds elegant, creative solutions to solve complex problems. Ultimately, our mission is for all cardiac arrest victims to have rapid access to life-saving defibrillation.
Avive is taking a fresh approach to addressing this decades-old problem by innovating AED technology, coupled with a first-of-its-kind software platform solution to enable a quicker and more streamlined response to SCA emergencies. We believe that this unique combination of deploying advanced – yet still accessible – hardware, and software, has the potential to revolutionize out-of-hospital cardiac arrest response and massively impact SCA survival rates.
Check out this short video that shows a glimpse of how our team is working to re-think cardiac arrest response and save lives!
Learn more about working at Avive:
About the Role:
We are seeking a Technical Support Engineer to serve as a highly technical, customer-facing resource supporting our connected hardware and software platform. This role is responsible for diagnosing and resolving complex issues across devices, systems, and data—often in real time.
This is not a traditional support role. You will operate in a phone-first environment, working directly with customers while leveraging logs, backend data, and system insights to troubleshoot and resolve issues. You will own issues end-to-end, from initial intake through resolution or escalation, with a strong focus on root cause identification.
We are looking for someone who thrives in a fast-paced environment, is comfortable getting into the technical details, and can clearly communicate complex issues in a way that makes sense to the customer.
What you'll do:
Technical Troubleshooting & Resolution
- Diagnose and resolve complex issues across hardware, software, and system integrations
- Analyze logs, system behavior, and backend data to identify root causes
- Troubleshoot issues in real time, often while on live customer calls
- Own issues end-to-end, ensuring timely and accurate resolution
- Provide support across phone, email, and chat, with a strong focus on phone-based interactions
- Guide customers through technical troubleshooting in a clear, structured manner
- Translate complex technical issues into simple, actionable steps
- Maintain control of customer interactions while working through multi-step resolutions
- Investigate discrepancies across systems such as Salesforce, NetSuite, and internal platforms
- Understand how data flows across systems and impacts device behavior and customer experience
- Resolve issues tied to orders, devices, connectivity, and account configuration
- Maintain detailed, accurate documentation of technical issues and resolution steps
- Escalate issues when necessary with clear, complete, and actionable context
- Partner with Engineering. Product, and Quality on deeper issues
- Reduce unnecessary escalations through thorough investigation and problem-solving
- Identify recurring issues and contribute to long-term fixes
- Improve troubleshooting guides, runbooks, and Help Center content
- Stay current on product updates, system changes, and new technical workflows
- Provide feedback to Product and Engineering to improve system reliability
- Contribute to the continuous improvement of support processes, documentation, and troubleshooting resources.
- Assist with special projects, product testing, or internal initiatives that help improve the customer experience.
- Support the team during high-volume periods and maintain flexibility in a fast-paced, evolving startup environment.
Required Experience:
- 3-7 years in technical support, support engineering, or similar roles
- Experience in a complex system environment (hardware + software preferred)
- Strong experience with:
- Log analysis and system diagnostics
- Troubleshooting across multiple systems (CRM, ERP, internal tools)
- Familiarity with tools such as Salesforce, NetSuite, Zendesk, or similar
- Experience operating in a real-time, phone-first support environment
- Strong problem-solving skills with a bias toward ownership and resolution
- Detail-oriented with strong documentation habits
- Energized by Avive’s mission and excited to help deliver a best-in-class support experience that saves lives.
Bonus Points For:
- Experience supporting connected devices, or hardware + SaaS platforms
- Strong background in log analysis, system diagnostics, and root cause investigation
- Experience working with Python and Kibana
- Exposure to incident management or high-availability environments
- Experience translating complex technical issues into clear, customer-friendly communication
- Background working closely with Engineering and Product teams to resolve issues