Level 1 Support Specialist (Mon. to Fri. 12:00 AM to 8:00 AM Pal Time) - Ramallah

Job Description

Job Description

Salary:

Level 1 Support Specialist

Who Are We:

At Medido Health, innovation isn't just about developing another app; we're in the business of saving lives! We combine two of the fastest-growing industries: Technology and Healthcare, improving the lives of hundreds of thousands every day. Our leading-edge technology ensures secure and reliable healthcare data is available whenever and wherever needed, safely and reliably. If you are ready for the challenge, join us and start making a difference in the world today!

Position Summary:

Level 1 Support Specialist
The Level 1 Support Specialist serves as the first point of contact for customer support requests related to Knostos, AIME, Mobile App, and all other Medido Health products. This role focuses on initial issue intake, basic troubleshooting, customer communication, and proper escalation to higher support tiers when necessary.

The Job Overview As a Level 1 Support Specialist at Medido Health, you will play a critical role in supporting our customers during U.S. business hours. You will be responsible for receiving and triaging incoming support requests, resolving common issues, and ensuring accurate documentation and timely escalation. This role requires strong communication skills, attention to detail, and the ability to follow structured support workflows.

This position provides exposure to healthcare technology platforms, AI-enabled solutions, and enterprise pharmacy environments, with opportunities for growth into advanced support, QA, or implementation roles.

Training and Work Modality

• Initial Training:

• • Conducted on-site during regular business hours (Sunday to Thursday, daytime schedule).

• Post-Training:
  • Position becomes 100% remote, subject to successful completion of training.

Work Schedule (Mandatory) This position requires working Monday through Friday, 5:00 PM to 1:00 AM Atlantic Standard Time (AST). This corresponds to Palestine local timeas follows:

• 12:00 AM to 8:00 AMwhen Palestine is on UTC+3
• 11:00 PM to 7:00 AMwhen Palestine is on UTC+2

Candidates must be able to work this schedule consistently. Alignment with AST hours is required.

Responsibilities Below are some of the responsibilities a Level 1 Support Specialist is expected to assume in this position:

• Act as first-level support for Knostos, AIME, and other Medido Health products
• Receive, log, and triage support requests through ticketing systems and other support channels
• Perform initial troubleshooting using documented SOPs, runbooks, and knowledge base articles
• Resolve common, well-documented issues and user inquiries
• Collect and validate required information such as steps to reproduce, screenshots, logs, and timestamps
• Escalate issues to Level 2 Support, Engineering, or DevOps with clear and complete documentation
• Communicate professionally and clearlywith customers in English
• Track ticket progress and ensure timely follow-up and resolution
• Identify recurring issues and suggest improvements to documentation and support processes
• Maintain strict confidentiality and adhere to HIPAA and internal security policies
• Work collaboratively with cross-functional and remote teams

Competencies

• Strong attention to detail and structured problem-solving skills
• Clear written and verbal communication skills
• Ability to follow defined processes and escalation paths
• Strong sense of ownership and accountability
• Ability to work independently in a remote environment
• Adaptability and willingness to learn new systems and workflows

Minimum Degree and Years of Experience Required:

• Associate or Bachelors degree in Information Technology, Computer Science, or a related field, or equivalent professional experience
• Minimum of 1 year of experience in technical support, application support, or customer support roles

Required Knowledge and Skills:

• Fluency in English, both written and verbal
• Experience using ticketing systems such as ClickUp, Jira, Zendesk, or similar tools
• Basic understanding of SaaS platforms and web-based applications
• Ability to document issues clearly and accurately
• Familiarity with structured troubleshooting and support workflows
• Comfortable working with remote, global team members
• Ability to work under indirect supervision

Preferred Knowledge and Skills:

• Experience supporting healthcare, pharmacy, or regulated software platforms
• Basic understanding of databases, logs, or system integrations
• Exposure to SQL queries, APIs, or monitoring tools
• Familiarity with HIPAA or healthcare compliance environments

Work Location:

This is aremote position based in Palestine. Candidates must be able to reliably work the required AST-aligned schedule from their location.