Technical Customer Support Specialist- EST Hours

About Avive: Avive Solutions, Inc. (https://avive.life) is a growth stage Automated External Defibrillator (AED) company with a connected response system that is rapidly gaining market share. We are a mission driven team that is quite literally saving lives. Sudden Cardiac Arrest (SCA) is a leading cause of death in the United States, and we are on a mission to change that! We are a dynamic organization that builds elegant, creative solutions to solve complex problems. Ultimately, our mission is for all cardiac arrest victims to have rapid access to life-saving defibrillation. Avive is taking a fresh approach to addressing this decades-old problem by innovating AED technology, coupled with a first-of-its-kind software platform solution to enable a quicker and more streamlined response to SCA emergencies. We believe that this unique combination of deploying advanced – yet still accessible – hardware, and software, has the potential to revolutionize out-of-hospital cardiac arrest response and massively impact SCA survival rates. Check out this short video that shows a glimpse of how our team is working to re-think cardiac arrest response and save lives! https://www.youtube.com/watch?v=2p4zfOWo62E Learn more about working at Avive: https://avive.life/careers/ About the Role: 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. 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.  What you'll do:

• 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
Customer-Facing Technical Support
• 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
Systems & Data Investigation
• 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
Case Management & Escalation
• 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
Continuous Improvement
• 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.

Required Experience: Bonus Points For: