Senior Technical Support Specialist

About Us

Chorus Innovations is a fast-growing healthcare technology company with an adaptive platform as a service (PaaS) that enables the rapid development of mobile, desktop, text messaging and interactive voice applications. Chorus’ platform currently powers transformative healthcare, biomedical research and community health projects across institutions and public health agencies nationwide. We believe every community should have world-class health technology so they can thrive.

Our mission is to improve the lives of people and communities by democratizing technology development in health and research.

The Role

As a Technical Support Specialist, you’ll be the first line of defense for customers building and running solutions on the Chorus platform. You’ll triage, troubleshoot, and resolve issues, create self-service resources, and work cross-functionally to ensure every user gets fast, friendly, and accurate help. This is an ideal opportunity for someone who loves solving puzzles, translating technical jargon into plain English, and improving processes as we scale.

What You’ll Do

• Implement customer-care practices from launch through post-implementation support, ensuring a white-glove experience.
  
  
• Research, test, log, and resolve complex software issues in a timely manner via our web-based ticketing system (currently Zendesk).
  
  
• Manage the support queue, keeping response and resolution times on target and escalating tickets that need additional expertise.
  
  
• Jump on Zoom calls with customers when screen-share troubleshooting will get them unblocked faster.
  
  
• Develop knowledge-base articles, release notes, and how-to videos that accelerate onboarding and ongoing adoption.
  
  
• Monitor product-usage trends and update client resources whenever new features ship or recurring questions emerge.
  
  
• Collaborate with Sales, Program, Product, Development, and Engineering to relay customer feedback and influence the end-user experience.
  
  
• Provide first-level after-hours support on a rotating on-call schedule (roughly one week per quarter).
  
  

Who You Are

• 5 + years in a customer-facing technical support or SaaS application-support role.
  
  
• Hands-on experience with modern ticketing tools (Zendesk, Freshdesk, ServiceNow, or similar) and basic log analysis.
  
  
• Working knowledge of web technologies (REST APIs, browsers / dev tools, SQL basics) and ability to reproduce issues across environments.
  
  
• Stellar written and verbal communication—you can translate error codes into empathetic, plain-language explanations.
  
  
• Strong prioritization and time-management skills; you thrive in a high-volume, context-switching environment.
  
  
• Comfort participating in an on-call rotation and occasional evening or weekend coverage.
  
  
• Bonus points for healthcare, HIPAA, or digital-health experience.
  
  

Why You’ll Love Working with Us

• Mission-driven teammates dedicated to improving lives by tearing down tech barriers.
  
  
• Diverse, inclusive culture where every voice is valued.
  
  
• Full medical, dental, vision, and life-insurance benefits.
  
  
• 401(k) with company match.
  
  
• Stock-option eligibility.
  
  
• Unlimited PTO and generous paid parental leave.
  
  
• Performance-based bonuses and career-development stipends.
  
  

Compensation Disclosure

The anticipated base salary range for this position is $90,000 – $110,000 in the Los Angeles market. Actual offers depend on skills, experience, and location, and may include additional components such as performance bonuses, stock options, and benefits. Chorus Innovations is proud to be an equal-opportunity employer committed to building a diverse team. We welcome applicants of every background and provide reasonable accommodations throughout the hiring process. If you need assistance, email careers@joinchorus.com.

Chorus Innovations values diversity as a core principle of the work we do and the communities we serve.  We are committed to equal employment opportunity, and we do not discriminate on the basis of race, color, religious creed, citizenship, marital status, age, national origin, ancestry, physical or mental disability, medical condition, genetic information, sex, sexual orientation, military and veteran status, gender, gender identity, gender expression, or any other protected characteristic.

Disability Accommodation for Applicants to Chorus Innovations

At Chorus Innovations, we are committed to fosterin