Technical Customer Support Specialist, Avive Solutions
$72-85k
Office located in Brisbane, CA
Automated external defibrillators
Open for applications
Automated external defibrillators
101-200 employees
Open for applications
$72-85k
Office located in Brisbane, CA
101-200 employees
Company mission
To increase the survival rate for sudden cardiac arrest (SCA) by proactively empowering people with reliable life-saving tools.
Role
Who you are
- We are looking for someone who thrives in a fast-paced environment, is comfortable getting into the technical details, and can clearly communicate complex issues in a way that makes sense to the customer
- 3-7 years in technical support, support engineering, or similar roles
- Experience in a complex system environment (hardware + software preferred)
- Strong experience with:
- Log analysis and system diagnostics
- Troubleshooting across multiple systems (CRM, ERP, internal tools)
- Familiarity with tools such as Salesforce, NetSuite, Zendesk, or similar
- Experience operating in a real-time, phone-first support environment
- Strong problem-solving skills with a bias toward ownership and resolution
- Detail-oriented with strong documentation habits
- Energized by Avive’s mission and excited to help deliver a best-in-class support experience that saves lives
Desirable
- Experience supporting connected devices, or hardware + SaaS platforms
- Strong background in log analysis, system diagnostics, and root cause investigation
- Experience working with Salesforce, NetSuite, Zendesk, Jira, or similar enterprise systems
- Exposure to incident management or high-availability environments
- Experience translating complex technical issues into clear, customer-friendly communication
- Background working closely with Engineering and Product teams to resolve issues
What the job involves
- We are seeking a Technical Support Engineer to serve as a highly technical, customer-facing resource supporting our connected hardware and software platform
- This role is responsible for diagnosing and resolving complex issues across devices, systems, and data—often in real time
- This is not a traditional support role. You will operate in a phone-first environment, working directly with customers while leveraging logs, backend data, and system insights to troubleshoot and resolve issues
- You will own issues end-to-end, from initial intake through resolution or escalation, with a strong focus on root cause identification
- Diagnose and resolve complex issues across hardware, software, and system integrations
- Analyze logs, system behavior, and backend data to identify root causes
- Troubleshoot issues in real time, often while on live customer calls
- Own issues end-to-end, ensuring timely and accurate resolution
- Provide support across phone, email, and chat, with a strong focus on phone-based interactions
- Guide customers through technical troubleshooting in a clear, structured manner
- Translate complex technical issues into simple, actionable steps
- Maintain control of customer interactions while working through multi-step resolutions
- Investigate discrepancies across systems such as Salesforce, NetSuite, and internal platforms
- Understand how data flows across systems and impacts device behavior and customer experience
- Resolve issues tied to orders, devices, connectivity, and account configuration
- Maintain detailed, accurate documentation of technical issues and resolution steps
- Escalate issues when necessary with clear, complete, and actionable context
- Partner with Engineering. Product, and Quality on deeper issues
- Reduce unnecessary escalations through thorough investigation and problem-solving
- Identify recurring issues and contribute to long-term fixes
- Improve troubleshooting guides, runbooks, and Help Center content
- Stay current on product updates, system changes, and new technical workflows
- Provide feedback to Product and Engineering to improve system reliability
- Contribute to the continuous improvement of support processes, documentation, and troubleshooting resources
- Assist with special projects, product testing, or internal initiatives that help improve the customer experience
- Support the team during high-volume periods and maintain flexibility in a fast-paced, evolving startup environment
Our take
Sudden Cardiac Arrest (SCA) is a leading cause of death in the US, taking the lives of over 350,000 people per year. Currently, the survival rate for SCA is extremely low, but chances rise substantially if treatment can be administered quickly.
Avive Solutions exists to support better survival rates for SCA. The idea is to supply normal people with the tools to save lives by developing and supplying automated external defibrillators (AEDs). The company's machines, which are currently the most portable FDA-approved AEDs on the market, not only act as defibrillators but also connect to other devices for remote monitoring and can communicate with 911.
With the ultimate vision that no witnessed SCA goes untreated, there is no denying that Avive's undertaking is a noble one. With recognition from the International Design Excellence Awards and substantial growth funding under its belt, it is building a connected AED network in cities that enables AEDs to be used on Sudden Cardiac Arrest cases well before emergency services can arrive on scene.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 7 rounds)
Apr 2024
$56.5m
LATE VC
Mar 2022
$22m
SERIES A
Total funding: $97m
Company benefits
- Healthcare: Avive offers comprehensive medical, dental, and vision plans to ensure employee health care needs are met
- Employee equity package: Every team member has a vested stake in the success of the company and is granted a generous equity package with employment
- Subsidized AED program: Employees have access to a subsidized AED program, ensuring they can equip their homes and communities with lifesaving technology at a reduced cost
- Savings & Retirement: Avive helps employees reach their retirement goals. We offer a 401k contribution of 3% of an employee's base pay - starting Day One
- Time Away: Time to rest and recharge is important. With 11 paid holidays, accrued PTO days, and three additional floating holidays, employees can enjoy flexible time off when needed
- And Much More: We believe in fostering a fun and engaging work environment. From team lunches and office snacks to exciting events and celebrations, we prioritize opportunities for connection and collaboration
Company HQ
Brisbane, CA
Leadership
Sameer Jafri
(CEO)Founder and President of the Saving Hearts Foundation. Previously co-founded Twazer, and was a Clinical Research and Laboratory Assistant at Immunicom.
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