Virta is an online specialty medical clinic that reverses type 2 diabetes safely and sustainably without the risks, costs, or side effects of medications or surgery. Our innovations in nutritional biochemistry, data science and digital tools combined with our clinical  expertise are shifting the diabetes treatment paradigm from management to reversal. Our mission: reverse type 2 diabetes in 100 million people by 2025.

As a Technical Support Specialist at Virta you will administer both tier I and tier II technical support for our end-users and own a new bug-reporting process that intersects product, engineering and clinical operations. We’re looking for a hyper-organized problem solver with excellent communication skills. In this role, you will know the expected behavior of every feature in our application and will be to diagnose, triage, remediate, and escalate technical support inquiries accordingly.

Requirements

  • Able to draft cogent reports that identifies
  • Experience writing SQL queries or spreadsheet formulas
  • Familiarity with JSON
  • Familiar with ticketing systems
  • Experience fielding customer support requests

Responsibilities

  • Administer Technical Support
  • Investigating Bug and device failure
  • Release and deployment monitoring and testing
  • Managing vendor relationships and escalate to third-party support channels
  • Creating, routing, deduping  bug tickets in Pivotal and updating stakeholders on status
  • Contributing to Knowledge Base on remediation practices and FAQs

90 Day Plan

Within your first 90 days at Virta, we expect you will do the following:

  • Learn functionality of every feature in our app across supported browsers and devices
  • Gain expert knowledge of our product at a database level
  • Take over all tier II support and technical support escalation
  • Take ownership of select third-party hardware vendor relationships

Values-driven culture

Virta’s company values drive our culture, so you’ll do well if:

  • You put people first and take care of yourself, your peers, and our patients equally
  • You have a strong sense of ownership and take initiative while empowering others to do the same
  • You prioritize positive impact over busy work
  • You have no ego and understand that everyone has something to bring to the table regardless of experience
  • You appreciate transparency and promote trust and empowerment through open access of information
  • You are evidence-based and prioritize data and science over seniority or dogma
  • You take risks and rapidly iterate
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