About Thalamus

Thalamus is the market leader in graduate medical education recruitment technology, empowering over 8,000 residency and fellowship programs at 800+ health systems and all new physicians throughout the US annually. As we expand beyond GME into broader physician recruitment, our unique dataset—spanning the full profiles of residency/fellowship applicants and programs—positions us to revolutionize hiring in healthcare through AI/ML and data-driven insights. This furthers our mission to ensure the right doctor ends up at the right hospital to treat the right patients.

About the Role

As a Product Support Specialist at Thalamus, you'll ensure customer success and Raving Fans-level satisfaction by providing efficient and effective product support. Reporting to the Director Product Support Operations, you’ll drive these outcomes by troubleshooting complex issues, logging detailed bug reports, collaborating with cross-functional teams, and contributing to a growing library of self-service resources. Your success metrics will include customer satisfaction and handle time.

What You Will Achieve

• Uphold our Thalamus ethos of creating "Raving Fans" experiences by exceeding customer expectations through empathetic, knowledgeable support for complex issues that require deep product understanding or engineering team involvement
• Hit target ticket handling SLAs by acting as a Thalamus product expert, including joining customer calls when live troubleshooting is necessary
• Leverage your technical troubleshooting skills to document and escalate verified product bugs, working closely with Product and Engineering to ensure timely resolutions
• Act as the Voice of the Customer by proactively identifying recurring pain points, aggregating enhancement requests, and sharing actionable insights with product and design teams to influence roadmap prioritization and improve usability
• Own and evolve our customer help resources by creating, improving, and maintaining a robust knowledge base. Use data and feedback to identify gaps and develop new self-service documentation that drives ticket deflection and empowers users
• Participate in on-call coverage rotations, ensuring high-quality support coverage outside regular business hours

You should have…

• Experience as a technical support representative for a SaaS product
• A strong technical aptitude and quick learning curve for new tools and systems
• Proven ability to handle escalated tickets, troubleshoot complex issues, and drive resolution
• Excellent critical thinking skills and sound judgment under pressure
• Clear and empathetic written and verbal communication skills
• Comfort working in a fast-paced, remote-first environment with autonomy
• A deep sense of empathy and dedication to delivering exceptional customer experiences

This is a full-time, exempt W-2 position. The selected candidate must commit to one of the following schedules, aligned with peak customer activity and internal team coverage. The below represents core working hours, flexibility is expected to accommodate occasional needs outside of this schedule, i.e seasonal on-call schedules.

• Tue to Sat 10am-7pm ET
• Mon to Fri 1pm-10pm ET

The base salary range for this position is $60,000–$90,000 per year. This range reflects our good-faith estimate at the time this search was initiated and may vary based on experience, skills, location, and internal equity. In addition to base salary, this role is eligible for equity and a competitive benefits package. Details will be provided during the hiring process.

Our Commitment ...

Thalamus is a mission-driven organization centered on the belief that our company should model what we want of the US healthcare system, that the diversity of providers aligns with patient populations. We believe this is best achieved by building a team with a diversity of backgrounds, cultures, and experiences, including “distance traveled.” Thalamus is an equal opportunity employer. We do not discriminate based upon race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status (including registered domestic partnership status), sex and gender (including pregnancy, childbirth, lactation, and related medical conditions), gender identity and gender expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), age, sexual orientation, Civil Air Patrol status, military and veteran status, and any other consideration protected by federal, state, or local law. We encourage those who really want to make an impact and who exemplify our core values to apply for our open positions.

Actual base salary offered will be determined by: experience, skills, and work location. This range is for base salary, our total compensation includes equity and benefits. We welcome you to apply even if your expectations are outside our listed range.

Thalamus is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures and throughout employment. If you need assistance or any accommodation, please let us know.

Thalamus does not accept unsolicited resumes from recruiters or employment agencies without a fully executed recruitment agreement in place. In the absence of such agreement, Thalamus reserves the right to pursue and hire any candidates without an obligation to pay fees. Agencies are requested not to contact Thalamus hiring managers or employees regarding recruiting services.

*This position is based in the United States, and you must be legally authorized to work in the United States.