The role\n========\n\nYou'll be responsible for ensuring our hospitals can successfully operate their most critical workflows on Vitalize. This isn't just answering tickets — it's about deeply understanding complex data-driven staffing operations and going above and beyond to ensure that our users have accurate staffing data to take care of real patient lives.\n\nYou'll own the customer support experience. You'll answer customer questions spanning product features, data integrations, workflow configuration, and technical troubleshooting. You'll work across all channels — email, SMS, video calls, and in-person when needed.\n\nYou'll unblock data-driven workflows. Hospital staffing operations depend on accurate, real-time data. When something breaks — an integration fails, data doesn't sync, or a calculation looks wrong — you'll investigate root causes, partner with engineering to resolve issues, and ensure customers can get back to running their operations.\n\nYou'll talk directly with customers. You'll regularly interact with nurses, staffing coordinators, and hospital leaders to understand their workflows, debug issues, and gather feedback. You'll want to visit hospitals when needed to see problems in context.\n\nYou'll shape the product. You'll surface trends and insights from customer feedback to influence product decisions and roadmap priorities. You'll document knowledge base content, write troubleshooting guides, and help develop scalable support processes as we grow.\n\nYou'll partner with engineering. You'll work closely with the product and engineering teams to reproduce bugs, document technical issues, and ensure fixes are shipped quickly. Your technical background will help you bridge the gap between customer problems and engineering solutions.