Customer Support Specialist

About Develo

Develo is redefining the pediatric care experience by bringing its leading pediatric operating system and revenue cycle management (RCM) services to independent pediatric practices across the country. We've built a modern platform that pediatricians and their staff love, with functionality extending far beyond traditional EMR capabilities.

As a Customer Support Specialist, you'll be a frontline technical resource for our practices, untangling the tricky issues, partnering closely with engineering, and making sure every customer gets a fast, clear resolution.

About the Role:

Ticket Queue Management

• Own and manage a daily queue of support tickets across Pylon and other support channels, keeping response and resolution times fast.
• Triage incoming issues, gathering the right context and reproduction details before looping in engineering.
• Prioritize your queue based on customer impact, urgency, and severity, keeping SLAs and CSAT top of mind.
• Escalate tickets and issues to your Manager and/or engineering team as relevant

Engineering Coordination & Triage

• Serve as the bridge between customers and engineering, translating technical issues into clear, actionable reports.
• Distinguish bugs from feature requests and route each appropriately: product feedback to product, bugs to engineering.
• Prioritize bugs based on severity and customer impact, and advocate for fixes on behalf of customers.
• Maintain and follow up on open bugs and issues through to resolution, keeping customers informed along the way.

Customer Experience

• Ensure every customer interaction is fast, clear, and empathetic, whether the issue is a quick fix or a multi day investigation.
• Maintain strong response time and CSAT metrics, and flag any trends that put those metrics at risk.
• Monitor tickets for recurring issues or patterns and flag them early to engineering and product.
• Knowledge & Documentation
• Support the creation and upkeep of help articles, turning resolved tickets into reusable self-service content.
• Creating training content for customers
• Help build out internal playbooks for common issues to speed up resolution for the wider support team.

Who You Are

You're a resourceful problem solver who's comfortable being the first line of defense on tricky technical issues, with the patience and clarity to keep customers calm and informed while you work the problem, and the collaborative instincts to partner closely with engineering.

Experience:

• 3-5 years in a customer support, technical support, or customer success role, ideally within an EMR, healthcare IT, or med tech environment.
• Technical Aptitude: Strong ability to untangle technical challenges, dig into the details of an issue, reproduce it, and communicate it clearly to engineers.
• Tooling: Comfortable working across Pylon or similar modern support and ticketing platforms, Linear, Slack and Claude/similar AI tools to move faster.
• Judgment: Skilled at telling bugs apart from feature requests and prioritizing based on customer and business impact.
• Communication: You bring a mix of technical fluency and human touch. Customers walk away feeling heard, with their issue understood and a clear next step.
• Startup Fit: Comfortable with ambiguity, able to run independently on day to day work, and energized by a fast paced, high ownership environment.