At Dario, Every Day is a New Opportunity to Make a Difference.
We are on a mission to make better health easy. Every day our employees contribute to this mission and help hundreds of thousands of people around the globe improve their health. How cool is that? We are looking for passionate, smart, and collaborative people who have a desire to do something meaningful and impactful in their career.
The Technical Support Specialist is a higher skilled support professional who serves as the bridge between Tier 1/2 Support teams and R&D. This role handles escalated customer and member issues that require advanced troubleshooting, deeper product knowledge, and direct coordination with development and product teams. The Specialist ensures escalations are documented, prioritized, and resolved efficiently, while maintaining a strong focus on customer and member satisfaction.
The primary responsibilities of this job include:
- Responsible for escalations beyond Tier 1/2 scope, including complex bugs, technical failures, or high-impact customer issues.
- Validate, reproduce, and document reported issues with clear steps, logs, and system data before escalating to R&D.
- Create and manage Jira escalation tickets linked to Salesforce cases, ensuring complete documentation and accurate prioritization.
- Provide Tier 2 Support guidance, mentorship, and knowledge sharing to improve frontline troubleshooting.
- Track and monitor open escalations.
- Communicate updates back to support agents in a clear and timely manner.
- Contribute to internal knowledge base by documenting resolutions, workarounds, and postmortems.
- Customer facing interactions
Requirements
- 3+ years in technical support, escalation engineering, or application troubleshooting.
- Experience with Jira Service Management and Salesforce (or similar CRM/ITSM tools).
- Experience with at least one programming language. (ex Node)
- Proven ability to troubleshoot complex issues, analyze logs, and reproduce bugs.
- Excellent written and verbal communication skills for both technical and non-technical audiences.
- Experience with logging tools. (ex Coralogix)
- Strong organizational skills with the ability to manage multiple high-priority issues simultaneously.
- Demonstrated ownership mindset with a drive for accountability and customer advocacy.
***DarioHealth promotes diversity of thought, culture and background, which connects the entire Dario team. We believe that every member on our team enriches our diversity by exposing us to a broad range of ways to understand and engage with the world, identify challenges, and to discover, design and deliver solutions. We are passionate about building and sustaining an inclusive and equitable working and learning environments for all people, and do not discriminate against any employee or job candidate. ***
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