Technical Product Specialist

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Who We Are and What We’re About:

Brightline is on a mission to build a bright future for every child, bringing extraordinary behavioral health care to children and families.

We’re in the middle of a behavioral health crisis that we can’t ignore—especially not when it comes to our children. 1 in every 5 children has a behavioral health condition, yet up to 80% still get little or no help. Far too many families face insurmountable barriers when their child really needs help, and parents are too often left feeling alone and without the support they need. We can do so much better. That’s why we’re here! 

When you join Brightline, you’re joining a team that has an unstoppable drive to change the lives of families across the country. We’re a team of thoughtful problem-solvers, expert and kind clinicians, and experienced operators and technologists. Above all, we’re committed to helping each other succeed, learn, and grow—all while bringing care to families when, where, and how they need it.

No matter what you’re looking for in your next role, we’re pretty confident that you’ll #FindItAtBrightline.

About the Role:

As a Technical Product Specialist, you will operate at the interface of our product, engineering, and care operations teams. You will be responsible for ensuring the quality of our solutions by identifying product and service issues, troubleshooting, coordinating across teams, and communicating resolution. You’ll play a key role in driving alignment across teams, increasing the leverage, efficiency, and impact of our work. In your day-to-day, you will blend investigation, experimentation, detective work, internal coordination, analytics, and build scalable processes, all of which  make this a critical and impactful role. 

As an early Technical Product Specialist at Brightline, here's what your day-to-day activities might look like: 

  • Partner closely with Product team members, Engineering, Care teams, external partners, and other stakeholders to identify product and service issues and  troubleshoot
  • Surface insights around trends, driving a tight feedback loop to drive transparent resolution
  • Collect, quantify, and prioritize product-related feedback to be considered by Product and Engineering in future development. Your goal is to uplevel the understanding of how our products are being used by our members and providers/care teams
  • Triage and escalate bugs and tactically guide to a resolution path
  • Create and maintain documentation to make processes sustainable and scalable
  • Be a consistent leader providing support for real-time needs and questions from our Care Operations, Coaching, and Clinical teams.

About you:

  • You have notable experience in a highly cross-functional role in operations, product, QA, program management, or customer service
  • You have the ability to appropriately prioritize parallel workflows and a track record of end-to-end execution 
  • You are passionate about delivering empathetic customer service to internal stakeholders
  • You’re not afraid to dive into the data and systems to understand trends and report key themes around needs
  • You have demonstrated technical fluency; you are comfortable discussing technology concepts, prioritization, trade-offs and new opportunities with technical team members

Bonus points for experience with:

  • Experience with triaging user issues from member support, clinical care teams, or revenue cycle,  such as insurance denials and issues with medication management 
  • Experience with Zendesk, JIRA, Notion
  • Experience at a fast-growing startup is a plus

Benefits + Perks: 

  • Remote first and focused on community—we have Bright Spots with employees across the country (check out more info below) + generous work-from-home stipend
  • Competitive compensation & benefits packages because we know the work you do is hard and we recognize how valuable you are, including an unlimited PTO policy + 14 paid holidays, Health, Vision, Dental, 401k, and stock options
  • Collaborate with diverse members across teams with weekly group learning opportunities and team breakfasts (and offsite retreats in the future!)
  • Dedicated time for your health and wellness, including group workouts and meditations hosted by Brightline employees 
  • With your help, we’ll build diverse & equitable programs and experiences

Brightline is a nationally distributed team with many of our team members located throughout the country, some of those being: New York, Boston, Seattle, Portland, Atlanta, Houston, Denver, Minneapolis, San Diego, and Los Angeles. The Brightline office is headquartered in the SF Bay Area, but we consider all local and remote (U.S.) candidates. 

At Brightline, we believe that collaborative, diverse, and empathetic tech & product teams can create transformational products to change the lives of families across the country. In a conscious effort to create a diverse and inclusive environment for our employees and the families we serve, we celebrate our individual differences and walks of life. Brightline is an equal opportunity employer and encourages all applicants from every background and life experience to apply.

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Location

175 Forest Ave, Palo Alto, CA 94301

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