Product Support Expert

Join the team leading the next evolution of virtual care. 

At Teladoc Health, you are empowered to bring your true self to work while helping millions of people live their healthiest lives.

Here you will be part of a high-performance culture where colleagues embrace challenges, drive transformative solutions, and create opportunities for growth. Together, we’re transforming how better health happens.

Summary of Position

Under the direction of the Manager, Product Support, the Product Support Expert performs the technical, logistical, and administrative duties required to install and optimize Teladoc Health Patient Care Devices at customer healthcare locations and assist in providing basic device operation training to local staff as needed. 

This position will setup and assist in sales demonstrations for hospitals and health systems administrative teams. This position is high-level client facing position and will require good communication skills as it interfaces with program managers and hospital administrators.  This position also requires software and hardware knowledge to ensure all initial installations of the full product is functional specific to the delivery timeline provided to clients.  The Product Support Expert should possess and maintain a high level of industry standards and company specific business knowledge by remaining current with emerging product and technical updates. The Product Support Expert will play a key role in the achievement of team and department goals/OKRs.

This role is responsible for covering the territory of: Texas, Louisiana, Oklahoma, Arkansas, New Mexico.

Essential Duties and Responsibilities:

Implementation & Deployment

• Lead end-to-end installation and configuration of patient care devices across hospital systems

• Serve as the primary onsite and remote technical lead during implementations

• Execute deployment plans in partnership with Project Management and escalate risks or variances as needed

• Ensure all systems are fully functional, tested, and optimized prior to project closure

Technical Support & Optimization

• Troubleshoot hardware, software, and network issues (including routers, firewalls, and wireless connectivity)

• Perform onsite and remote connectivity optimization within clinical environments

• Conduct repairs and component-level hardware replacements as needed

• Provide emergency support and rapid issue resolution when required

Client Engagement & Training

• Build strong relationships with hospital administrators, program managers, and clinical staff

• Deliver device training and basic troubleshooting guidance to physicians and site personnel

• Support and participate in product demonstrations for prospective customers and stakeholders

• Ensure a high-quality clinical session experience and proactively address issues

Cross-Functional Collaboration

• Partner with logistics, technical support, and project management teams to ensure timely delivery and installation

• Coordinate pre- and post-installation activities, including issue resolution and escalation

• Provide feedback on product performance, implementation processes, and customer experience improvements

Operations & Documentation

• Manage multiple concurrent implementations across a defined territory and occasionally nationwide

• Maintain accurate technical, clinical, and administrative documentation for all deployments

• Complete required documentation to support revenue recognition and go-live milestones

• Adhere to all company policies, procedures, and compliance standards