Cariloop · 22 hours ago
Product Technical Support Specialist
United States
Full-time
Onsite
Mid Level
4+ years expCariloop is a care company dedicated to supporting caregivers through personalized guidance and digital tools. As a Product Technical Support Specialist, you will provide technical support for the SaaS platform, assisting users with troubleshooting and platform configuration to enhance their experience.
Child CareDocument ManagementElder CareHealth CareInformation TechnologySoftwareWellness
Responsibilities
Work with internal and external users to triage and resolve issues
Provide Tier‑1/2 troubleshooting; reproduce issues and escalate clearly to Tier -3/Engineering & Product resources
Maintain accurate records (tickets, corrective action, root cause); meet SLAs/SLOs and drive CSAT
Close the feedback loop with Product and Support, surfacing common issues and product improvement opportunities
Stay up to date on product enhancements and maintain a deep product knowledge
Build, maintain, and grow a knowledge base for both external (user and customer) and internal resources
Develop and improve internal processes and workflows for customer implementations and user support
Perform account maintenance activities such as account deletion and data export requests
Partner with customer success to perform the technical implementation of clients including turning them on, benefit configuration, initial eligibility, and required technical support
Proactively monitor eligibility feeds and configuration settings across customers on a regular basis, ensuring our systems are set-up appropriately for the desired member experience, escalating issues to internal Product or Customer Success teams as needed
Setup initial eligibility data import/migration, technical benefit configuration, and integration setup (SSO for example)
Trial account eligibility setup
Qualification
Required
Solid understanding of Jira and Jira workflows / other customer support systems
4+ years as a product technical support analyst or similar role
Understanding of Secure FTP services
Strong communication, organizational, and interpersonal skills
Proficiency to prioritize multiple tasks
Preferred
proficiency with MongoDB and/or other database, ETL skills
Proficiency with Notion
Benefits
Comprehensive Medical, dental, and vision insurance coverage
Employer contributions to 401k retirement plans and Health Savings Accounts (HSA), empower you to build a secure financial future while taking care of your present needs.
Company-sponsored life, short-term, and long-term disability insurance, providing peace of mind in both anticipated and unforeseen life events
Access to Cariloop's member portal and services for both you and your family, offering a wealth of resources and support in navigating your caregiving journey
Annual subsidy that can be used across a variety of care needs, offering flexible support for backup care needs.
Flexible time-away policy and 14 paid company holidays yearly, promoting self-care and work-life balance, reflecting our commitment to Looper's well-being
Quarterly mental health days where all Loopers are encouraged to disconnect and recharge for the day
Paid volunteer time away, allowing all Loopers to make a positive impact in our communities
Fully paid caregiver leave for all Loopers, reflecting our commitment to supporting caregivers within our own company
And more!
Company
Cariloop
Cariloop is a B2B company that helps families manage the care needs of loved ones by connecting them to a caregiver support platform.
51-200 employees
H1B Sponsorship
Cariloop has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (1)
2022 (1)
Funding
Current Stage
Growth StageTotal Funding
$43.05MKey Investors
Noro-Moseley PartnersPatterson Thoma Family Office
2024-04-09Series C· $20M
2021-07-09Series B· $15M
2020-05-26Series A· $6M
Leadership Team
Lisa Leighton
Vice President of Strategic Development
Recent News
2025-11-20
Company data provided by crunchbase