Position Overview

We are looking for a Customer-Facing Technical Specialist to join our team. This position plays a critical role in supporting customers successfully onboard, implement, and use our products. This role will also analyze real-world customer data and contribute insights that drive continuous improvement in our products and services. It directly reports to the CTO.

The ideal candidate is driven and cares about patients, our products, and the broader mission of the company. A strong technical background, excellent problem-solving skills, and the ability to build trust and communicate clearly are essential for success in this role.

Key Responsibilities

• Serve as the primary point of contact for prospective and existing customers, providing timely support via phone, email, help desk, digital channels, and in-person interactions.
• Track patient usage data through our intelligent analytics system to identify trends, ensure optimal engagement, and proactively address issues through timely outreach or internal coordination.
• Guide new users through the onboarding process, including product setup, training, and documentation to ensure successful implementation. 
• Troubleshoot technical issues including hardware, software, or connectivity, escalating to engineering or clinical teams as needed.
• Maintain accurate records of customer interactions, feedback, and resolution steps using internal support systems (e.g., Zendesk).
• Collaborate cross-functionally with product, clinical, engineering, and operations teams to relay user feedback and develop proactive resources (e.g., FAQs, guides, videos) for product and process improvements.
• Support internal initiatives such as user research, training sessions, and quality assurance reviews to strengthen the overall patient and provider experience.
• Assist with DME-related tasks such as resupply coordination, order updates, warranty support, and documentation.
• Ensure all communications and data handling comply with HIPAA and internal privacy/security standards.

Qualifications

• Bachelor’s degree in a relevant field (e.g., biomedical engineering, computer science, electrical engineering, data science, health science, communication, or related disciplines); equivalent experience considered.
• Strong analytical skills with the ability to interpret usage data, identify patterns, and generate actionable insights to improve patient engagement and system improvements.
• Excellent verbal and written communication skills; able to explain complex technical and clinical concepts clearly to diverse audiences, including patients, caregivers, and healthcare providers.
• Technically competent in troubleshooting software, hardware, and connectivity issues; experience with tools like Zendesk, Salesforce, or EMRs, or in similar analytic or customer support roles is a plus. 
• Proactive, self-motivated mindset with a passion for continuous improvement and a strong bias toward action and iteration; thrives in a fast-paced dynamic startup environment.
• Organized, detail-oriented and documentation-focused, with strong follow-through across systems and tasks.
• Familiarity with HIPAA, patient privacy, and healthcare compliance requirements is a plus.
• Aligned with Fasikl’s mission to advance neuro-AI therapeutics and deliver exceptional, data-driven patient care.