--- title: 'Product Support Specialist at Vitalize' canonical: 'https://feeny.ai/job/product-support-specialist-vitalize-us-east-coast-jap6785f17xn' type: 'job' last_seen: '2026-09-07' --- # Product Support Specialist at Vitalize - **Company:** Vitalize - **Location:** US East Coast - **Compensation:** $112k–$160k - **Employment:** full-time - **Work type:** remote - **Posted:** 2026-08-28 - **Last confirmed live:** 2026-09-07 - **Apply:** https://jobs.ashbyhq.com/vitalize/7acd806d-3bef-4dae-8e27-847fe3693729 ## Job description ## About Vitalize Our Vision: Unlock Healthcare's Full Capacity 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. ## OUR VALUES 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 Towards the Ugly. Name the ugliest truth first, then propose the fix. Candor over comfort — we call out what's broken, and never get complacent. This shapes our craft. - 💡 Think Bigger Fridays. See the gap, fill it — no permission required. Every decision is an experiment: we run it, let the results decide, and drive real impact from day one. And read more about our founder’s thoughts about building a team here: https://vitalize.care/blog/our-thoughts-on-building-a-team 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. You’ll take ownership of delivering prompt support to complex technical user issues and collaborate across teams, including Engineering, Product, and Customer Experience, to resolve them efficiently and effectively. You’ll leverage your technical expertise, particularly in analyzing trends and reports to identify and address root causes of customer escalations. Your ability to work cross-functionally will ensure that customer feedback translates into actionable improvements, not only for support processes but also for the broader product experience. In this role, you'll help drive continuous improvements that contribute to better customer experiences, optimize key metrics like Customer Satisfaction (CSAT), and First Response Times (FRT) as we continue to scale. What You'll Achieve: - Be Vitalize’s first east coast support specialist expanding service hours starting at 8AM Eastern time. - Act as the primary point of escalation for our go-to market teams, leveraging your expertise to troubleshoot, and collaborate with Engineering, Product, and Operations teams to resolve user problems. - Drive continuous improvement initiatives focused on key performance metrics such as CSAT, FRT, First Contact Resolution Rate, and SLA compliance, using data-driven insights to optimize support processes. - Support the development and implementation of an AI augmented support strategy - Create and refine internal and external documentation to empower users with self-service options, reducing reliance on support teams and enhancing overall efficiency. - Develop deep product and platform expertise, working cross-functionally to diagnose and prevent recurring issues while contributing to feedback loops that improve both product quality and support workflows. - Strategically scale and optimize support operations to enhance efficiency, improve the user experience, and maintain high standards of service as Vitalize grows. Skills You'll Need to Bring: - 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. - Excellent written and verbal communication skills. You are capable of distilling complex, technical material into readily digestible instructions and explanations. Experience supporting the product feedback loop by providing high-quality bug and feedback reports. Able to create and refine documentation to empower users with self-service options and support agents to leverage for greater efficiency. - High level of autonomy while working in ambiguous situations. Nice to Haves: - Experience working with support tooling and automations. - Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes. Experience with tools and technologies like Salesforce, Zendesk, Pylon, SQL databases, and LLMs. Benefits: - Medical, dental, and vision insurance - 401(k) with company match - Flexible PTO - Unlimited travel budget to visit customer sites - Bi-annual company off-sites - Free meals in-office - $5,000 relocation bonus - Desk setup reimbursement - Commuter benefits - Monthly gym/wellness stipend ## About Vitalize ## Company Overview - **One-liner**: Vitalize provides an AI-powered platform that unifies staffing, scheduling, flow, and capacity for health systems, replacing manual processes with proactive, optimized operations. - **Entity Type**: Private (Seed stage; Y Combinator Winter 2023 batch) - **Headquarters**: San Francisco, California, USA - **Founded**: 2021 (per LinkedIn) / 2023 (per Y Combinator batch) - **Founders**: Sanketh Andhavarapu (Co-Founder & CPO), Veeraj Shah (Co-Founder & CEO), Nikhil D'Souza (Co-Founder & CTO, departed April 2026) ## Core Business - **Primary industry**: Healthcare operations technology (staffing, scheduling, workforce management) - **Target customers**: B2B – health systems, hospitals, acute, procedural, and ambulatory care organizations - **Mission**: Build a world where hospital operations are safe, autonomous, fair, and cost-effective ## Products & Services - **AI-Powered Scheduling**: Automates shift creation and filling, reducing manual scheduling time by ~70%. - **Predictive Analytics**: Proactive insights on workforce strategy, volume, acuity, and cost to optimize staffing decisions. - **Flow and Capacity Optimization**: Integrates volume, acuity, cost, skills, and patient flow into every staffing decision. - **Command Center for Staffing Offices**: Centralized dashboard enabling optimal decisions while removing manual processes and subjectivity. - **Integrations**: Connects with existing HR, payroll, T&A, and EMR systems so teams can see value without changing workflows. All offerings are delivered as a SaaS platform with deep change management support. ## Market Standing - **Valuation/Market Cap**: Not disclosed - **Key Metric**: Total funding – seed rounds in 2022 (1 investor) and April 2023 (8 investors, led by Y Combinator); amount not publicly stated. - **Notable Investors/Partners**: Y Combinator (lead), Tom Blomfield (primary YC partner), and other top healthcare/technology investors. Customers include MemorialCare and Hendrick Health. - **Growth Signals**: - Grew 8× in under 18 months - Deployed across dozens of hospitals, used by tens of thousands of clinical staff - Headcount grew 168% YoY to ~30 employees (as of mid-2026) - Operating in 5 countries (US, Brazil, India, Nigeria, South Africa) - Active job postings: 9 (as of July 2026), with monthly posting growth of +12.5% ## Competitive Advantages - **Unified platform** covering staffing, scheduling, flow, and capacity – not a point solution. - **On-site change management** – team embeds with customers from day one to drive adoption and ROI. - **Deep integrations** with existing hospital systems (HR, payroll, EMR) minimize disruption. - **Predictive AI** that proactively identifies gaps and recommends best-fit staff, reducing premium shift use and FTE leakage. - **Demonstrated ROI** within 90 days, with customer testimonials citing massive improvements in productivity and labor cost reduction. ## Strategic Focus - Continue expanding across acute, procedural, and ambulatory care within health systems. - Deepen integrations and predictive capabilities to further automate labor operations. - Scale the customer base and headcount, particularly in engineering, product, and deployment roles. ## Why Work Here - **Culture**: Customer-obsession to the extreme – team members have moved on-site to live at customer sites and taken flights with 2 hours’ notice to visit users. - **Autonomy**: “Everyone has unusual freedom to take initiative” – ownership of problems end-to-end, no micromanagement. - **Values**: Move fast (decide, act, iterate), relentless curiosity, challenge the status quo, unorthodox thinking. - **Equity**: Everyone is an owner. - **Work policy**: Remote US allowed (per YC job postings), with HQ in San Francisco. Many roles require on-site presence at customer hospitals. - **Engineering culture**: Senior Full-Stack Engineer and Senior Product Engineer roles listed with competitive salary ranges ($180K–$260K + equity). Emphasis on building modern technology to replace paper-based hospital operations. ## Sources 1. [vitalize.care](https://vitalize.care/) 2. [jobs.ashbyhq.com](https://jobs.ashbyhq.com/vitalize) 3. [ycombinator.com](https://www.ycombinator.com/companies/vitalize) 4. [linkedin.com](https://www.linkedin.com/company/vitalizecare) ## Other roles at Vitalize - [Deployment Strategist](https://feeny.ai/job/deployment-strategist-vitalize-san-francisco-zvm410nxzawe) — San Francisco, CA - [Principal Engineer](https://feeny.ai/job/principal-engineer-vitalize-san-francisco-jv4wadgac7d3) — San Francisco, CA - [Staff Engineer](https://feeny.ai/job/staff-engineer-vitalize-san-francisco-9kf9grwdnxx5) — San Francisco, CA - [Senior Full Stack Engineer](https://feeny.ai/job/senior-full-stack-engineer-vitalize-san-francisco-rv5mt37qq2vv) — San Francisco, CA - [Senior Product Manager, Foundations](https://feeny.ai/job/senior-product-manager-foundations-vitalize-san-francisco-qv84sjxagjn3) — San Francisco, CA - [Head of Marketing](https://feeny.ai/job/head-of-marketing-vitalize-remote-xznshacpmqwm) - [Recruiting Operations Coordinator](https://feeny.ai/job/recruiting-operations-coordinator-vitalize-san-francisco-yv3aww5zkj7p) — San Francisco, CA - [Founding Technical Recruiter](https://feeny.ai/job/founding-technical-recruiter-vitalize-san-francisco-0q7by9cb327n) — San Francisco, CA - [Senior Product Engineer](https://feeny.ai/job/senior-product-engineer-vitalize-san-francisco-xbk2g37n84bw) — San Francisco, CA - [Customer Success Manager](https://feeny.ai/job/customer-success-manager-vitalize-san-francisco-jtre2hm7q5np) — San Francisco, CA