Application Support Specialist

Learn about knok

At knok, we dare to lead and humanize the digital transformation of healthcare. We envision a world where everyone has timely access to quality healthcare through digital technology, creating a more equal society. We genuinely believe in it and you can recognize it in every person who embraces this mission.

Through a Digital Front Door strategy, knok connects patients, providers and healthcare professionals in one place. Our API-first white-label platform enables a continuous, engaging and personalised healthcare experience for all conditions through a cutting edge Patient Journey Engine.

With regular clinical practice as our main source of knowledge, we leverage ready-to-use data to improve care automation and increase financial savings. Since 2015, we have enabled more than 2.5 million clinical interactions in over 12 countries. Our platform is scalable and AI-ready, enhancing the power of data-driven care to deliver better outcomes during all stages of life.

Are you ready to join us in revolutionizing healthcare and making a tangible impact on people's lives?

About the role

We are looking for a Application Support Specialist to be the technical backbone of our telemedicine operation. You will act as the crucial link between our frontline customer service and our Engineering team, ensuring that healthcare professionals have a seamless experience.

This isn't just about following a script; it’s about deep-diving into connectivity challenges (VPNs), debugging audio/video issues, and navigating browser complexities in a high-stakes environment. If you are a natural problem-solver who enjoys deconstructing complex issues and translating "tech-speak" into human-friendly solutions, we want to meet you.

As a Application Support specialist, you will:

• Act as the second line of defense: Resolve escalated technical issues from our platform (VPN, WebRTC/Audio, Browser API permissions) that require deeper investigation.
• Bridge the gap: Work closely with the Engineering and Product teams to escalate verified bugs, providing them with clear logs, reproduction steps, and context.
• Investigate & troubleshoot: Don’t just fix - analyze. You will identify root causes of recurring incidents and help implement long-term fixes.
• Priority management: Navigate a fast-paced environment, triaging urgent blockers in the telemedicine flow to ensure medical consultations are never compromised.
• Knowledge champion: Document technical workflows and create "troubleshooting playbooks" to empower the L1 support team.
• Monitor & Report: Keep a pulse on platform health and proactively communicate potential system-wide issues to the stakeholders.

About you

• Previous experience in IT or Technical Support (Level 2), ideally within a SaaS or Health-tech environment;
• Degree in Information Systems Management or a related technical field is preferred;
• You possess a natural problem-solving DNA and you don’t stop at "it’s broken," you have a logical approach to debugging and a relentless drive to understand the root cause;
• You have a "technical detective" mindset and are comfortable using Browser DevTools to inspect network requests or console errors;
• You are a communication bridge with the ability to translate complex "bugs" into simple instructions for doctors and "user pain points" into actionable data for the tech team;
• You remain methodical and empathetic when a doctor is mid-consultation and needs an immediate resolution;
• Native Portuguese and a solid command of English.

Bonus points if you have:

• Experience with ITSM tools (Jira Service Management, Zendesk) or incident management frameworks;
• Proficiency with Browser Developer Tools to inspect network requests, console errors, and page performance;
• Solid understanding of how APIs connect systems, with the ability to interpret status codes and response payloads to isolate failures;
• Knowledge of WebRTC or VoIP technologies, specifically regarding audio/video streaming and network connectivity;
• Familiarity with querying databases (SQL) or using log management tools to investigate issues.