Product Support Analyst, Equip Health
$74-89k
+ Bonus
More information about location
Virtual treatment program for eating disorders
Be an early applicant
Virtual treatment program for eating disorders
501-1000 employees
Be an early applicant
$74-89k
+ Bonus
More information about location
501-1000 employees
Company mission
To provide eating disorder treatment that works to everyone who needs it.
Role
Who you are
- The person in this role needs to be comfortable with ambiguity, putting some order to chaos, and advocating for our customers
- The Product Support Analyst II will possess a background in helpdesk customer service, coupled with a keen interest in mastering Equip’s platform
- They should exhibit a capacity for delving into, comprehending, and explaining technical details to both technical and non-technical individuals with clarity and ease
- A bachelor's degree in computer science, information technology, engineering, or a related field
- 4+ years of experience in product application support, IT Helpdesk, or a similar customer-facing technical role
- Ability to work 8 am - 5 pm EST
- Demonstrated troubleshooting and analytical skills, with a proactive, solutions-focused mindset
- Quick learner with a strong interest in mastering new technologies and systems, including Equip’s platform
- Excellent verbal and written communication skills, with an ability to explain technical concepts to both technical and non-technical users
- Effective multitasker who can manage multiple tickets, priorities, and stakeholders in a fast-paced environment
- Working knowledge of databases, with experience using database tools to investigate data-related issues. Experience with MDM Admin (ideally Jumpcloud), GSuite Admin, Mac Support, PC Support, SAAS support, JIRA or other ticketing systems
- Experience with Postman, AWS Console Admin, Salesforce, or other enterprise platforms is a plus
- Fluency in Spanish is a strong plus, particularly for supporting our bilingual users
- Work is performed 100% from home with requirement to travel once or twice a year for in-person meetings
- This is a stationary position that requires the ability to operate standard office equipment and keyboards as well as to talk or hear by telephone. Sit or stand as needed
What the job involves
- As a Product Support Analyst II, this role will play a pivotal role in supporting both our in-house products, supporting end users and serving as a helpdesk resource, helping to resolve our employees' issues
- We strive to provide a seamless, considerate, and efficient product experience for our patients, families, and providers
- From creating processes, to driving metrics and insights from our customers back to the technology team, to providing top-notch product support to our patients and families, your impact on Equip will greatly enhance our user experience
- Deliver prompt, courteous, and effective support to both external users and internal employees encountering product or technical issues
- Investigate and troubleshoot software and platform-related problems reported by users via various channels (phone, email, chat, etc.)
- Proactively identify patterns in customer issues and communicate actionable insights
- Escalate unresolved or complex issues to appropriate internal teams and follow through to ensure resolution. Comfortable navigating ambiguous situations
- Maintain and improve internal and external documentation, ensuring resources are clear, accurate, and up to date
- Contribute to the creation and optimization of support workflows, processes, and tools to drive team efficiency and user satisfaction
- Collaborate cross-functionally in a fast-paced environment, demonstrating adaptability and an ability to manage competing priorities
- Participate in after-hours or weekend support as needed to meet business demands
- Perform other duties as assigned
Our take
Eating disorders are common in the United States. Roughly 9% of the population, or 28.8 million people, will have an eating disorder in their lifetime. However, long waiting lists and one-size-fits-all approaches that usually do not involve the patient's support network lead to many people suffering without the help they need.
Equip Health provides virtual treatment programs for people with eating disorders, leading treatments with virtual five-person care teams consisting of a therapist, physician, peer mentor, family mentor and dietitian. The family mentor represents the company's Family Based Treatment method, which is designed to empower families to help loved ones overcome their eating disorders.
By holding all sessions virtually and including the family of the patient in their recovery, the company can increase accessibility to eating disorder treatment, reduce its cost, and help more people recover. The value of this proposition has seen Equip Health raise substantial funding, the latest of which is being channelled into expansion of the platform.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
56% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Jul 2025
$46.7m
LATE VC
Apr 2024
$35m
SERIES C
Total funding: $156.4m
Company benefits
- Work in ways that work for you - Flexible PTO & work hours
- Work from home – or close to it - Co-working space stipends
- Comfortably WFH - Home office tech stipend
- Take care of yourself and your most important people - 12 weeks of paid parental leave, short term & long-term disability
- Healthcare and more - Medical, Vision, Dental, HSA & FSA
- We invest in you - 401k program starting day 1
- Open feedback in every direction - Regular coffee with co-founders and ongoing 360 feedback
Company HQ
Carlsbad Village, Carlsbad, CA
Leadership
Kristina Saffran
(Co-Founder & CEO)Co-founder and CEO of Project HEAL: Help to Eat, Accept and Live, from 2008 to 2019. Was also a Mental Health Advisory Board Member for Verily Life Sciences for 2 years.
Erin Parks, Ph.D
(Co-Founder & Chief Clinical Officer)Experience as Manager of the Pediatric Clinic for Eating Disorders at UC San Diego Health, where they are an Assistant Professor. Also Founding Operator of the Coalition Network.
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