Customer Support Specialist , HeartFlow

Salary not provided

A reasonable estimate of the base compensation range is $28.00 and $31.00 per hour, cash bonus, and stock options

Excel

Salesforce

Entry and Junior level

Austin

San Francisco Bay Area

Medical equipment manufacturing

Job no longer available

Medical equipment manufacturing

501-1000 employees

RetailB2BArtificial IntelligenceManufacturingDeep TechData AnalysisMedTech

Job no longer available

Salary not provided

A reasonable estimate of the base compensation range is $28.00 and $31.00 per hour, cash bonus, and stock options

Excel

Salesforce

Entry and Junior level

Austin

San Francisco Bay Area

501-1000 employees

RetailB2BArtificial IntelligenceManufacturingDeep TechData AnalysisMedTech

Company mission

To establish a new era of personalized care by delivering AI-driven analysis and insights to proactively manage CAD for life.

Job

Company

Role

Who you are

We are looking for someone that enjoys technical troubleshooting in a fast paced and exciting environment
Positive, energetic personality, comfortable in front of groups/customers
Responsible, accountable, and ability to work well with teams and cross-functionally
Comfortable in high pressure situations
Excellent verbal and written communication skills
Highly detail-oriented with strong technical skills in MS Office
Experience with data analysis techniques and especially the use of MS Excel
Experience with DICOM medical imaging, medical device, EHR/EMR software, or other technical product preferred
Experience with Salesforce or other CRM tool highly preferred
Fluency in English required, competency in German, Japanese, French and/or Italian desirable

What the job involves

The Customer Support Specialist role (CSS) is a full-time contract role that delivers world-class customer service for HeartFlow’s web-based medical software products to our research and commercial accounts
The CSS is the technical lifeline for accounts and ensures rapid resolution of issues and the achievement of customer satisfaction and customer loyalty targets
The CSS will help integrate the HeartFlow technology into the customers’ workflow and support them as needed
The HeartFlow support team is a small group that solves problems to help our customers who are trying to provide the best care for their patients
Help HeartFlow gain worldwide adoption of our novel FFRct product by providing knowledgeable responses to customer inquiries and issues
Provide prompt documentation and complete resolution of reported issues and manage knowledge base for customer issues
Deliver customer feedback into HeartFlow’s Customer Relationship Management system and help team members analyze and distill data to drive improvements in customer support and product development
Assist production with incoming case management, troubleshooting and solving technical issues to ensure appropriate case response time
Support Sales staff with feedback, product knowledge, and customer usage metrics to assist sales team in market and account penetration
Assist in on-boarding new accounts, including system administrators and clinical users
Work with IT, Marketing & Sales, and Production to improve customer support quality results by studying, evaluating, and re-designing appropriate processes
Develop and provide customer technical support solutions to continually drive improve quality and efficiency

Our take

HeartFlow is a medical equipment manufacturer that uses CT-scanned 3D modelling to assess and analyze a patient's heart and arteries. This non-invasive process can help assess the risks of Coronary Artery Disease (CAD) and strategize the appropriate treatment.

As the world’s leading cause of death, CAD is a worthy target for improved diagnosis and treatment. HeartFlow's approach enables clinicians to deliver more effective treatments faster, making CAD more manageable than ever before.

The company has a long history of awards and innovations, adopting technological advancements as they happen. It successfully launched its IPO in 2021, although a 2022 merger with Longview Acquisitions was called off due to unfavourable market conditions. Despite this, the company remains steadfast, unveiling new technology that ensures better treatment for CAD patients.

Steph

Company Specialist at Welcome to the Jungle

Insights

Top investors

4% employee growth in 12 months

Glassdoor (2.8)

Company

Funding (last 2 of 11 rounds)

Mar 2025

$98m

CONVERTIBLE

Apr 2023

$215m

SERIES F

Total funding: $980.6m

Company benefits

Medical / Dental / Vision (90% of premium paid by Heartflow)
Flexible Spending and Health Savings Accounts
401k plan with employer match
Company holidays
Paid sick time and vacation
Parental leave
EAP Program
Free snacks and drinks
Fitness competition, Blood drive, Waffle Wednesdays and more!

Company HQ

Old Mountain View, Mountain View, CA

Leadership

John Farquhar

(President & CEO)

Joined HeartFlow in 2021 as the President and Chief Operating Officer and became the CEO in 2022. Prior to this, they were the VP and General Manager at Medtronic. They also spent 5 years as a Professional Football Player in the NFL.

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