About Synapse Medicine

Synapse Medicine is on a mission to make the entire prescription process safe, effective, and easy for doctors, patients, and the technology companies that are building the future for them. Our tools support electronic prescribing, clinical decision support, and medication safety around the world in hospitals, pharmacies, and doctor’s offices. Our vision is that patients everywhere get the best possible medicine.

As we expand our footprint in the US, we're looking for a Product Support Specialist who is eager to master our platform, solve complex integration puzzles, and help standardize a best-in-class global support experience.

🔥 Your Role

We are looking for someone with a strong background supporting tech products to own the customer experience for our electronic prescribing platform, Synapse Prescribe. The ideal candidate will have a minimum of 4 years total professional experience, with at least 2 years working in a fast-paced startup environment. Your work will involve a unique blend of integrator support (e.g., collaborating with developers and PMs at EHR partners) and end-user support (e.g., troubleshooting for clinical staff).

In this role, you aren’t just answering tickets; you are the primary coordinator for complex issues. You will be responsible for triaging support requests, distinguishing between user error and technical bugs, and managing internal coordination with Engineering and Product and leadership escalations to ensure fixes are prioritized and resolved. As a key member of a lean US team, you won’t just follow processes—you will help build them. This role is a high-visibility opportunity for someone who loves technical problem-solving and is eager for upward mobility within a rapidly scaling global company.

🎯 Key Responsibilities:

• Comprehensive Incident Management: Own the full lifecycle of all customer reported issues. Where feasible, you’ll be expected to run an initial investigation using technical tools to reproduce and diagnose issues with speed and accuracy.

• Escalation Ownership: Quickly assess the severity of issues in a high-stakes environment. You’ll be responsible for taking the appropriate escalation path, including "Code Red" internal alerts for blocking issues.

• Integrated Support Expert: Support clients across the full integration spectrum, from high-level product questions to deep-dives into how our iFrame and APIs interact with their workflows.

• Post-Go-Live Stabilization: Act as the primary support contact for new partners immediately following their launch, ensuring their integration is stable and their team is confident.

• The "Clinical-Technical" Bridge: Effortlessly switch communication styles between speaking with a Developer/PM at an EHR partner and a provider or nurse using the tool in a clinic.

• Knowledge Management & Continuous Improvement: Design, structure, and maintain a high-quality internal and external knowledge base (documentation, troubleshooting guides, integration best practices, and FAQs). Ensure content remains accurate, scalable, and reduces ticket volume through self-service enablement.

• Global Process Standardization: Work within our US team to identify operational bottlenecks and contribute to the standardization of "best-in-class" support processes for Synapse globally.

🙌 What We're Looking For :

• Startup Saavy: 2+ years in a software support or customer success role within a fast-paced startup. You thrive in ambiguity and love "unlocking" efficiencies.

• Product Expert Potential: You have a natural curiosity for how software works. You are eager to learn our data structures and the relationship between our front-end UI and back-end APIs.

• Technical Support Tool Proficiency: Experience with Jira, API testing tools (such as Bruno, Postman) and navigating databases (SQL) is highly preferred. Knowledge of Notion, AWS, or a background in development is a major plus.

• High-Stakes Judgment: You can stay calm and decisive when a customer reports an issue that blocks a doctor’s ability to send a prescription.

• Strategic Thinker: You don't just solve the ticket; you ask why the issue happened and how we can prevent it globally.

Logistics & Benefits:

This is a full-time, remote position generally working east-coast business hours with flexibility for west-coast clients. International travel to our HQ in Bordeaux, France, is an optional perk.

U.S. work authorization is required. The base salary is $75k–$90k per year plus a performance bonus and a comprehensive benefits package including 30 days of PTO, 401(k) matching, and paid parental leave.

Interview Process:

1. Resume review

2. Hiring manager screening

3. Business case assessment (Troubleshooting logic & prioritization)

4. Group interview

5. Reference check & Offer

The target salary range for this position is part of a competitive total rewards package. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations.

Synapse Medicine is committed to equal employment opportunity. All qualified applicants will receive consideration for employment without regard to and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category.