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

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.

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 time as follows:

12:00 AM to 8:00 AM when Palestine is on UTC+3

11:00 PM to 7:00 AM when 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 clearly with 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 Bachelor’s 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 a remote position based in Palestine. Candidates must be able to reliably work the required AST-aligned schedule from their location.