Remote Production Technical Support Specialist

Job Title: Production Technical Support Specialist

Company: Lifeguard Health, Inc.

About Lifeguard Health:

Lifeguard Health is transforming home care through innovative ambient sensing technology that enhances safety, efficiency, and quality of care. Our solutions empower care teams with insights that enable better outcomes for care recipients and caregivers alike.

Role Overview:

We are seeking a Production Technical Support Specialist to support the deployment and ongoing operation of Lifeguard’s ambient sensing systems. This role is critical in ensuring smooth installations, resolving technical issues in real time, and providing exceptional support to both internal teams and customers.

You will work closely with home care managers during implementations, act as a frontline technical expert, and serve as a key resource for troubleshooting and support.

Key Responsibilities:

• Implementation Support:
  • Provide real-time technical support to home care managers during the installation of ambient sensing equipment.
  • Troubleshoot hardware, connectivity, and configuration issues during deployments.
  • Ensure the successful setup and activation of systems in the field.
• Technical Troubleshooting:
  • Diagnose and resolve issues related to devices, networks, and software platforms.
  • Escalate complex issues to internal tech leadership while maintaining ownership and communication.
  • Document issues, resolutions, and recurring patterns to improve processes.
  • Perform in-depth testing of current and future hardware configurations.
  • Propose hardware improvements where appropriate.
• Help Desk Support:
  • Serve as a primary point of contact for internal teams and external customers.
  • Respond to support requests via ticketing system, email, or phone.
  • Provide timely, clear, and effective resolutions to technical inquiries.
• Customer & Internal Support:
  • Assist customers with product usage, troubleshooting, and best practices.
  • Support internal teams (sales, operations, customer success) with technical questions.
  • Deliver a high-quality support experience that reflects Lifeguard’s standards.
• Process Improvement:
  • Contribute to knowledge base articles, FAQs, and support documentation.
  • Identify trends and recommend improvements to product, deployment, and support workflows.

Qualifications:

• 3+ years in technical support, help desk, or field support role.
• Experience troubleshooting hardware, software, and network issues.
• Strong problem-solving skills and ability to work under pressure in real-time scenarios.
• Excellent communication skills with both technical and non-technical audiences.
• Customer-first mindset with a focus on responsiveness and clarity.
• Ability to manage multiple tasks and prioritize effectively.

Preferred Qualifications:

• Experience in IT/hardware/network.
• Experience supporting smart home or sensor-based technologies.
• Familiarity with Wi-Fi/network troubleshooting and device setup.
• Experience with ticketing systems.
• Background in healthcare technology or home care environments.

Why Join Lifeguard Health?

• Be part of a mission-driven company improving care through technology.
• Work on innovative products at the intersection of healthcare and IoT.
• Collaborate with a fast-growing, passionate team.
• Opportunity to make a direct impact on customer success and product quality.

We believe older adults should have the support and freedom they need to live where they feel most comfortable, surrounded by what they love, for as long as possible. That’s why we’re on a mission to help older adults live independently at home longer—with more informed health and wellness support and less worry. Lifeguard is an innovative healthcare startup combining technology with personalized wellness oversight to support older adults living independently and promote aging in place. Our service provides proactive wellness monitoring through technology collaboration and dedicated nurses. It is designed to enhance clients' safety, increase their confidence in living independently, and offer family members peace of mind through actionable insights and timely alerts. As a fast-paced and dynamic startup, we constantly evolve, providing exciting challenges and growth opportunities for adaptable and driven team members. This is an excellent environment for those who thrive in change and are passionate about using technology to improve the wellness of older adults.