--- title: 'Product Support Specialist I at Prenuvo' canonical: 'https://feeny.ai/job/product-support-specialist-i-prenuvo-united-states-ggm0brfbnma8' type: 'job' last_seen: '2026-10-16' --- # Product Support Specialist I at Prenuvo - **Company:** Prenuvo - **Location:** United States - **Work type:** remote - **Posted:** 2026-10-15 - **Last confirmed live:** 2026-10-16 - **Apply:** https://app.careerpuck.com/job-board/prenuvo/job/4738602005?gh_jid=4738602005 ## Job description ## About Us At [Prenuvo](http://prenuvo.com/), we are on a mission to flip the paradigm from reactive “sick-care” to proactive health care. Our award-winning whole body scan is fast (under 1 hour), safe (MRI has no ionizing radiation), and non-invasive (no contrast). Our unique integrated stack of optimized hardware, software, and increasingly AI, coupled with the patient-centric experience across our domestic and global clinics, have allowed us to lead the change against “we caught it too late again". We are looking for a motivated Product Support Specialist I to join our team. You have a passion for understanding and supporting your users, and you take pride in resolving their problems quickly and clearly. You thrive in fast-paced environments where no two days are the same, working through a queue of incoming requests, reproducing and documenting issues, and partnering with engineering and clinical teams to get users back on track. You are passionate about supporting products that make a meaningful impact on the lives of thousands of people and their health. This role does not provide visa sponsorship. Applicants must be legally authorized to work in the United States at the time of hire and must not require employer sponsorship for a work visa (current or future). Help reshape the world through proactive healthcare while working with cutting-edge technology and high performing teams with deep expertise - join us to make a difference in people’s lives! ## What You’ll Do - Serve as the first point of contact for our clinical and operational teams, responding to requests through our ticketing system - Triage incoming tickets by severity and impact, resolving what you can directly and driving every issue to resolution within SLA targets - Reproduce reported problems, gather the details engineering needs, and write clear, well-documented defect reports - Escalate issues that require deeper engineering investigation and work to drive resolutions - Support incident response by gathering information from affected users, updating status pages, and communicating impact in plain language - Troubleshoot issues and action steps from runbooks, address FAQs, and use canned responses from Confluence so common issues get resolved faster - Investigate issues using internal admin tools, dashboards, and application logs and work with team members - Identify trends in recurring tickets and surface patterns to engineering and product teams to drive systemic improvements - Support improvements to key metrics such as first response time, resolution time, and ticket volume - Operate within our Quality System, creating and updating records that support our regulated Medical Devices - Exercise strong judgment on privacy-sensitive cases including entangled patient profiles, merge requests, and data integrity issues ## What You’ll Bring - 1-2 years of experience in product support, technical support, or a help desk role supporting a software product - A service mindset: you genuinely enjoy helping users and take ownership of an issue until it is resolved - Experience working a queue in a ticketing system such as Jira, Zendesk, or Freshdesk, and managing requests against SLA targets - Strong troubleshooting instincts: you ask good questions, reproduce issues methodically, and know when to escalate - Comfort navigating web applications, reading error messages, and using browser developer tools at a basic level - Experience writing support documentation such as knowledge base articles, FAQs, and step-by-step guides - Calm under pressure with strong prioritization skills, comfortable managing competing urgent requests simultaneously - Outstanding communication skills with the ability to work collaboratively in remote/async environments and translate technical issues for non-technical audiences - An excitement to learn new products and technologies on the job - Bachelor's Degree in Computer Science or a related field, equivalent experience, or evidence of exceptional ability ## Nice To Have - Experience supporting healthcare products or working in privacy-sensitive environments - Exposure to observability or monitoring tools such as Datadog or Sentry - Basic experience with browser DevTools, SQL for pulling data, and using Postman for API requests ## Our Values First: we are Pioneers - Transforming healthcare requires divergent thinking, bias for action, disciplined experimentation, and consistent grit and determination to maintain momentum. This journey is as challenging as it is rewarding. Second: we are Platform-Builders - We’re always building foundations that allow us to achieve tomorrow more than we did today. We never lose sight of what’s ahead – in a mindset of ownership and duty to our mission. Above all: we are Patients - We could all be the next person who walks through our very doors, seeking clarity or peace of mind. We are proud of our impact on our patients’ lives, and we won’t stop till everyone can benefit from our work. ## What We Offer - An avenue to make a positive impact on people's lives and their health - We believe in preventative healthcare for everyone, including our team - Prenuvo provides free, whole-body scans to each team member - Growth opportunities are at the heart of our people journey, we’re doing big things with bright minds - there is no single path to success, it can be shaped along the way - Building strong relationships is at the core of everything we do - our team gets together each week to connect, share, and socialize - Recognizing time away to restore is vital to our wellbeing - we have a flexible vacation policy and we will encourage you to use it - Prenuvo offers a 401(k) retirement savings plan to eligible employees, allowing team members to make pre-tax contributions toward their retirement. While Prenuvo facilitates access to the plan, the company does not currently offer matching contributions. - We offer a comprehensive benefits package including health, dental, vision, including Mental Health coverage, to support you and your family - The base salary for this role ranges from $57,375-$67,500 in local currency, depending upon experience and geographic location We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. As part of the hiring process, successful candidates will undergo a background check in compliance to applicable federal, provincial, and state rules. Please be advised that official communication from our recruitment team will only come from our authorized domain [[prenuvo.com](http://prenuvo.com/)]. If you are contacted by a recruiter, please ensure their email address ends with @prenuvo.com. We do not use third-party recruitment services or any other email domains for hiring purposes. If you receive communication that you believe to be fraudulent, please report it immediately to jobs@prenuvo.com. ## About Prenuvo ## Company Overview - **One-liner**: Prenuvo is a healthtech company pioneering proactive whole-body MRI screening using advanced AI, optimized hardware and software to detect cancer and other diseases early. - **Entity Type**: Private (Series B, $190M total funding) - **Headquarters**: Redwood City, California, United States - **Founded**: 2018 - **Founders**: Andrew Lacy ## Core Business - **Primary industry**: Preventative Healthcare / Medical Imaging / Healthtech - **Target customers**: B2C (individuals seeking proactive health screening) and B2B (corporate wellness programs) - **Mission or purpose statement**: To lead the charge against "we caught it too late again" by making proactive health screening seamless, more widely accessible, and patient-centric. ## Products & Services - **Whole Body MRI Scan**: A radiation-free, non-invasive, 60-minute scan that screens for hundreds of conditions across major organ systems using advanced AI. Starting price at $1,199. - **Blood Biomarker Testing**: Measures 80+ biomarkers tied to inflammation, hormone levels, metabolic health, and more. - **Body Composition Analysis & Advanced Brain Health Scan**: Add-on options for a more detailed health assessment. - **Personalized Results Review**: A nurse practitioner walks patients through their scan report. ## Market Standing - **Valuation/Market Cap**: Not publicly disclosed. - **Key Metric**: Annual Revenue of **USD $60M** (LinkedIn estimate). Total Funding of **$190M**. - **Notable Investors/Partners**: Felicis Ventures, 23andMe CEO Anne Wojcicki, Nest founder Tony Fadell, Eric Schmidt, Cindy Crawford, Lasker award recipient Dr. Timothy A. Springer, and Casamigos co-founder Rande Gerber. - **Growth Signals**: - Operates 26 clinics across North America, Australia, and Europe. - Trusted by more than 170,000 patients. - Headcount of 368 employees, with **+23.7% yearly growth**. - New markets: Expansion to the UK (Central London clinic) and Australia. ## Competitive Advantages - **Integrated Tech Stack**: Unique combination of optimized MRI hardware, proprietary software, and increasingly AI, creating a defensible moat in preventative imaging. - **First-Mover Brand**: Pioneer in the direct-to-consumer whole-body MRI screening space, building a large proprietary database of whole-body imaging data. - **Patient-Centric Experience**: Clinics are designed for comfort and a non-clinical, premium experience, differentiating from traditional hospital MRI. ## Strategic Focus - **Clinic Expansion**: Plan to open more clinics in North America and internationally over the next two years. - **AI and Data**: Deepening AI insights from their imaging database to improve detection accuracy and personalization. - **Accessibility**: Driving down costs (starting at $1,199) and increasing clinic footprint to make screening mainstream. ## Why Work Here - **Mission-Driven Impact**: Directly involved in transforming healthcare from reactive to proactive, with a mission to save lives through early detection. - **High-Growth Environment**: A fast-growing private company (60M+ revenue, 190M in funding) offering significant career growth opportunities in a scaling organization. - **Cutting-Edge Technology**: Work at the intersection of radiology, AI, and consumer health with a team of experts. - **Remote & Hybrid Work**: Offers remote roles (e.g., Radiologist, Legal) and has an HQ in Vancouver (Engineering) and Redwood City. - **Culture & Perks**: Notable for generous maternity leave (20 weeks). However, employee reviews on Indeed (2.4/5) and LinkedIn (2.1/5) signal potential work-life balance challenges and a high-pressure, growth-driven culture focused heavily on patient outcomes and revenue. ## Sources 1. [prenuvo.com](https://www.prenuvo.com/about) 2. [linkedin.com](https://www.linkedin.com/company/prenuvo) 3. [indeed.com](https://www.indeed.com/cmp/Prenuvo) 4. 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