Technical Customer Support Specialist- EST Hours

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=2p4zfOWo62E Learn 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.

What you'll do: Technical Troubleshooting & Resolution

Diagnose and resolve complex issues across hardware, software, and system integrations

Analyze logs, system behavior, and backend data to identify root causes

Troubleshoot issues in real time, often while on live customer calls

Own issues end-to-end, ensuring timely and accurate resolution

Customer-Facing Technical Support

Provide support across phone, email, and chat, with a strong focus on phone-based interactions

Guide customers through technical troubleshooting in a clear, structured manner

Translate complex technical issues into simple, actionable steps

Maintain control of customer interactions while working through multi-step resolutions

Systems & Data Investigation

Investigate discrepancies across systems such as Salesforce, NetSuite, and internal platforms

Understand how data flows across systems and impacts device behavior and customer experience

Resolve issues tied to orders, devices, connectivity, and account configuration

Case Management & Escalation

Maintain detailed, accurate documentation of technical issues and resolution steps

Escalate issues when necessary with clear, complete, and actionable context

Partner with Engineering. Product, and Quality on deeper issues

Reduce unnecessary escalations through thorough investigation and problem-solving

Continuous Improvement

Identify recurring issues and contribute to long-term fixes

Improve troubleshooting guides, runbooks, and Help Center content

Stay current on product updates, system changes, and new technical workflows

Provide 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 roles

Experience 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 environment

Strong problem-solving skills with a bias toward ownership and resolution

Detail-oriented with strong documentation habits

Energized 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 platforms

Strong background in log analysis, system diagnostics, and root cause investigation

Experience working with Python and Kibana

Exposure to incident management or high-availability environments

Experience translating complex technical issues into clear, customer-friendly communication

Background working closely with Engineering and Product teams to resolve issues

Equal Employment Opportunity It 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 - $85,000