Vitalize is the one AI platform that unifies staffing, scheduling, flow, and capacity—replacing reactivity with proactive, optimized operations. Backed by Y Combinator.
About the role
This is Vitalize’s first support role dedicated to expanding our support offerings to Eastern time. As a Product Support Specialist at Vitalize, you will play a key role in driving improvements to our support processes, product quality, and operational efficiency. This role goes beyond addressing escalated customer questions. It’s about strategically enhancing the way we scale our support operations.
What they're looking for
- 3-7+ years in a support capacity focusing on escalated issues and/or technical troubleshooting. A track record of contributing to performance metrics like CSAT and response times
- Exceptional problem-solving skills capable of diagnosing complex technical issues, querying data, and reviewing product logs. You can drive problems to resolution efficiently and effectively
- Proven ability to influence and collaborate with cross-functional partners (i.e. Engineering, Product, and Operations) to drive long-term solutions and ensure customer feedback informs product improvements
- Experienced owning portions or entire projects, with a focus on optimizing processes, workflows, and support operations to drive performance improvements. You have strong organizational skills to manage multiple tasks in a fast-paced environment
- High level of autonomy while working in ambiguous situations
More about this role
Hospitals run on three things: their people, their beds, and their supplies… and all are still managed with spreadsheets, phone calls, and gut instinct. Vitalize is building the system that runs it all intelligently, starting with labor — the biggest cost (nearly 60% of a hospital’s P&L) and the hardest operational problem.
The impact is real: we save hospitals millions in unnecessary labor spend, give clinical leaders back 10–20 hours every week, and are often the reason staff and leaders stay. This isn't a nice-to-have: our customers pay 5–15x more than legacy incumbents because Vitalize is mission-critical software their hospitals rely on every single minute.
We've raised over $32M from top investors, and even our own customers.
We hire and grow everyone against the same four values. Each one comes from a real Vitalize story - interview with us to hear them!
🚗 Push the Car. Step in regardless of role. We help wherever we're needed, own problems end to end, and don't stay in our lane. People can count on us.
🏥 Premier 1K. We show up for our customers, always. Nearly everyone visits a customer site in their first month, and customer feedback informs everything we do.
🗣️ Run...
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