Support - Product Support Specialist

Aline is a leading technology platform dedicated to bridging the gap between senior care and digital innovation. We empower senior living communities by providing comprehensive tools for sales, operations, and engagement, ensuring that care teams can focus on what truly matters: delivering meaningful experiences to residents and their families.

Key responsibilities

• Classify, document, and resolve complex customer support inquiries with a focus on empathy and clarity.
• Provide ongoing support and education to both internal and external users of the Aline platform.
• Configure and troubleshoot software solutions based on customer specifications and industry best practices.
• Collaborate with R&D teams to identify recurring issues and provide recommendations to improve product performance.
• Maintain accurate records of support activities and contribute to the internal knowledgebase.

Requirements

• Associate or bachelor’s degree, or 1-2 years of proven experience in technical support or software analysis.
• Strong proficiency in troubleshooting complex software issues and a solid understanding of SQL fundamentals.
• Excellent time management skills with the ability to think critically and solve problems tenaciously.
• High level of empathy and the ability to de-escalate conflicts while maintaining a professional demeanor.
• Proficiency in MS Office suite, particularly Outlook, PowerPoint, Word, and Excel.

What we offer

• The opportunity to work in a fully remote environment within a mission-driven organization.
• Professional growth through deep involvement in product verticals and customer experience projects.
• A collaborative culture that values human connection, empathy, and innovative problem-solving.