Technical Support Representative

About Avive:Avive Solutions, Inc. ( https://avive.life ) is a growth stage Automated External Defibrillator (AED) company with a connected response system that is rapidly gaining market share. We are a mission driven team that is quite literally saving lives. Sudden Cardiac Arrest (SCA) is a leading cause of death in the United States, and we are on a mission to change that! We are a dynamic organization that builds elegant, creative solutions to solve complex problems. Ultimately, our mission is for all cardiac arrest victims to have rapid access to life-saving defibrillation.Avive is taking a fresh approach to addressing this decades-old problem by innovating AED technology, coupled with a first-of-its-kind software platform solution to enable a quicker and more streamlined response to SCA emergencies. We believe that this unique combination of deploying advanced – yet still accessible – hardware, and software, has the potential to revolutionize out-of-hospital cardiac arrest response and massively impact SCA survival rates.Check out this short video that shows a glimpse of how our team is working to re-think cardiac arrest response and save lives! https://www.youtube.com/watch?v=2p4zfOWo62ELearn more about working at Avive: https://avive.life/careers/About the Role:We are seeking a Technical Support Engineer to serve as a highly technical, customer-facing resource supporting our connected hardware and software platform. This role is responsible for diagnosing and resolving complex issues across devices, systems, and data—often in real time.This is not a traditional support role. You will operate in a phone-first environment, working directly with customers while leveraging logs, backend data, and system insights to troubleshoot and resolve issues. You will own issues end-to-end, from initial intake through resolution or escalation, with a strong focus on root cause identification.We are looking for someone who thrives in a fast-paced environment, is comfortable getting into the technical details, and can clearly communicate complex issues in a way that makes sense to the customer. We will be hiring someone in California and on the east coast.What you'll do:Technical Troubleshooting & ResolutionDiagnose and resolve complex issues across hardware, software, and system integrationsAnalyze logs, system behavior, and backend data to identify root causesTroubleshoot issues in real time, often while on live customer callsOwn issues end-to-end, ensuring timely and accurate resolutionCustomer-Facing Technical SupportProvide support across phone, email, and chat, with a strong focus on phone-based interactionsGuide customers through technical troubleshooting in a clear, structured mannerTranslate complex technical issues into simple, actionable stepsMaintain control of customer interactions while working through multi-step resolutionsSystems & Data InvestigationInvestigate discrepancies across systems such as Salesforce, NetSuite, and internal platformsUnderstand how data flows across systems and impacts device behavior and customer experienceResolve issues tied to orders, devices, connectivity, and account configurationCase Management & EscalationMaintain detailed, accurate documentation of technical issues and resolution stepsEscalate issues when necessary with clear, complete, and actionable contextPartner with Engineering. Product, and Quality on deeper issuesReduce unnecessary escalations through thorough investigation and problem-solvingContinuous ImprovementIdentify recurring issues and contribute to long-term fixes Improve troubleshooting guides, runbooks, and Help Center contentStay current on product updates, system changes, and new technical workflowsProvide feedback to Product and Engineering to improve system reliability Contribute to the continuous improvement of support processes, documentation, and troubleshooting resources.Assist with special projects, product testing, or internal initiatives that help improve the customer experience.Support the team during high-volume periods and maintain flexibility in a fast-paced, evolving startup environment.Required Experience: 3-7 years in technical support, support engineering, or similar rolesExperience in a complex system environment (hardware + software preferred)Strong experience with:Log analysis and system diagnostics Troubleshooting across multiple systems (CRM, ERP, internal tools)Familiarity with tools such as Salesforce, NetSuite, Zendesk, or similar Experience operating in a real-time, phone-first support environmentStrong problem-solving skills with a bias toward ownership and resolutionDetail-oriented with strong documentation habitsEnergized by Avive’s mission and excited to help deliver a best-in-class support experience that saves lives.Bonus Points For:Experience supporting connected devices, or hardware + SaaS platformsStrong background in log analysis, system diagnostics, and root cause investigationExperience working with Python and Kibana Exposure to incident management or high-availability environmentsExperience translating complex technical issues into clear, customer-friendly communicationBackground working closely with Engineering and Product teams to resolve issuesEqual Employment OpportunityIt is the policy of the company to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, the company will provide reasonable accommodations for qualified individuals with disabilities.Anticipated starting salary: $72,000 - $85,000We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.