Full Time Technical Customer Support Jobs (NOW HIRING)

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. 

• 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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.