Product Support Analyst II

About Equip 

Equip is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. Created by clinical experts in the field and people with lived experience, Equip builds upon evidence-based treatments to empower individuals to reach lasting recovery. All Equip patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor. The company operates in all 50 states and is partnered with most major health insurance plans. Learn more about our strong outcomes and treatment approach at www.equip.health.

Founded in 2019, Equip has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse Equisters that have created Equip’s culture. Recognized by Time as one of the most influential companies of 2023, along with awards from Linkedin and Lattice, we are grateful to Equipsters for building a sustainable treatment program that has served thousands of patients and families.

About the role

As a Product Support Analyst II, this role will play a pivotal role in supporting both our in-house products, supporting end users and serving as a helpdesk resource, helping to resolve our employees' issues. We strive to provide a seamless, considerate, and efficient product experience for our patients, families, and providers. From creating processes, to driving metrics and insights from our customers back to the technology team, to providing top-notch product support to our patients and families, your impact on Equip will greatly enhance our user experience. The person in this role needs to be comfortable with ambiguity, putting some order to chaos, and advocating for our customers.

The Product Support Analyst II will possess a background in helpdesk customer service, coupled with a keen interest in mastering Equip’s platform. They should exhibit a capacity for delving into, comprehending, and explaining technical details to both technical and non-technical individuals with clarity and ease.

Responsibilities

• Deliver prompt, courteous, and effective support to both external users and internal employees encountering product or technical issues.

• Investigate and troubleshoot software and platform-related problems reported by users via various channels (phone, email, chat, etc.).

• Proactively identify patterns in customer issues and communicate actionable insights.

• Escalate unresolved or complex issues to appropriate internal teams and follow through to ensure resolution. Comfortable navigating ambiguous situations.

• Maintain and improve internal and external documentation, ensuring resources are clear, accurate, and up to date.

• Contribute to the creation and optimization of support workflows, processes, and tools to drive team efficiency and user satisfaction.

• Collaborate cross-functionally in a fast-paced environment, demonstrating adaptability and an ability to manage competing priorities.

• Participate in after-hours or weekend support as needed to meet business demands.

• Perform other duties as assigned.

Qualifications

• A bachelor's degree in computer science, information technology, engineering, or a related field.

• 4+ years of experience in product application support, IT Helpdesk, or a similar customer-facing technical role.

• Ability to work 8 am - 5 pm EST.

• Demonstrated troubleshooting and analytical skills, with a proactive, solutions-focused mindset.

• Quick learner with a strong interest in mastering new technologies and systems, including Equip’s platform.

• Excellent verbal and written communication skills, with an ability to explain technical concepts to both technical and non-technical users.

• Effective multitasker who can manage multiple tickets, priorities, and stakeholders in a fast-paced environment.

• Working knowledge of databases, with experience using database tools to investigate data-related issues. Experience with MDM Admin (ideally Jumpcloud), GSuite Admin, Mac Support, PC Support, SAAS support, JIRA or other ticketing systems.

• Experience with Postman, AWS Console Admin, Salesforce, or other enterprise platforms is a plus.

• Fluency in Spanish is a strong plus, particularly for supporting our bilingual users.

Benefits

Time Off:

• Flex PTO policy (3-5 wks/year recommended) + 11 paid company holidays.

Medical Benefits:

• Competitive Medical, Dental, Vision, Life, and AD&D insurance.

• Equip pays for a significant percentage of benefits premiums for individuals and families.

• Maven, a company paid reproductive and family care benefit for all employees.

• Employee Assistance Program (EAP), a company paid resource for mental health, legal services, financial support, and more!

Other Benefits

Work From Home Additional Perks:

• $50/month stipend added directly to an employee’s paycheck to cover home internet expenses.

• One-time work from home stipend of up to $500.

Physical Demands

Work is performed 100% from home with requirement to travel once or twice a year for in-person meetings. This is a stationary position that requires the ability to operate standard office equipment and keyboards as well as to talk or hear by telephone. Sit or stand as needed.

#LI-Remote

At Equip, Diversity, Equity, Inclusion and Belonging (DEIB) are woven into everything we do. At the heart of Equip’s mission is a relentless dedication to making sure that everyone with an eating disorder has access to care that works regardless of race, gender, sexuality, ability, weight, socio-economic status, and any marginalized identity. We also strive toward our providers and corporate team reflecting that same dedication both in bringing in and retaining talented employees from all backgrounds and identities. We have an Equip DEIB council, Equip For All; also referred to as EFA. EFA at Equip aims to be a space driven by mutual respect, and thoughtful, effective communication strategy - enabling full participation of members who identify as marginalized or under-represented and allies, amplifying diverse voices, creating opportunities for advocacy and contributing to the advancement of diversity, equity, inclusion, and belonging at Equip.

As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability, weight, and/or any other legally protected classification protected by federal, state, or local law. 

Our dedication to equitable access, which is core to our mission, extends to how we build our "village." In line with our commitment to Diversity, Equity, Inclusion, and Belonging (DEIB), we are dedicated to an accessible hiring process where all candidates feel a true sense of belonging. If you require a reasonable accommodation to complete your application, interview, or perform the essential functions of a role, we invite you to reach out to our People team at [email protected].

#LI-Remote