Job Description

The Opportunity

We’re looking for a curious, systems-minded Product Specialist to sit at the intersection of our clients and our R&D organization. This is a high-leverage role: you’ll serve as the primary expert for inbound product support requests — owning resolution end-to-end — and you’ll use what you learn to build the tools and knowledge systems that make our entire organization smarter and faster over time.

This role is ideal for someone who loves digging into how complex products work, has a bias toward building scalable solutions, and thrives in an environment where they can make a measurable impact on both day-to-day operations and long-term organizational capability.

Who We Are

Pearl Health is dedicated to empowering primary care providers, health systems, and physician-led networks to succeed in the shift to value-based care. Our platform delivers the technology, financial tools, and expert services that enable practices to provide more proactive, effective care to their Medicare patients, ultimately lowering costs and improving health outcomes.

Founded in 2020, we are a team of healthcare and technology innovators backed by premier investors like Andreessen Horowitz, Viking Global Investors, and AlleyCorp. We partner with thousands of providers across 44 states to build a more sustainable future for American healthcare.

What You’ll Do

Product Support & Issue Resolution

• Serve as the first line of response for inbound product support requests submitted by Customer Success, covering everything from bug investigations to in-depth questions about product behavior and functionality.
• Independently investigate and resolve the vast majority of requests — developing deep product knowledge to triage issues accurately and efficiently without defaulting to escalation.
• Partner with Product Managers, Engineering Managers, Data Operations, and Data Analytics when issues require deeper technical investigation or signal a broader product gap, providing clear, well-documented context to accelerate their work.
• Become the go-to resource for understanding how the product works in practice — bridging the gap between what’s documented and what clients actually experience.

Organizational Knowledge & Scalable Systems

• Analyze patterns across support tickets to surface recurring themes, product gaps, and opportunities to resolve issues further upstream.
• Synthesize learnings into actionable outputs for stakeholder teams, owning the action items directly whenever possible
• Design self-service tooling — leveraging our AI tools — to help front-line teams answer common product questions independently, reducing the volume of tickets that require R&D involvement.
• Develop and maintain internal documentation, playbooks, and knowledge bases that strengthen organizational memory around how the product works.

This role will report to the Director, Product Solutions.

What You’ll Bring

You are a curious, motivated, and strategic thinker who is looking to build deep expertise on a sophisticated value-based care product. You will establish deep partnerships with stakeholders across R&D and Customer Success to help the organization scale. Over time, this role compounds: the knowledge you capture and the tools you build will up-level the entire organization.

Must-haves:

• 2-4 years of experience in a product, technical support, operations, or customer-facing role at a technology company.
• Strong analytical instincts — you can dig into ambiguous issues, identify root causes, and communicate findings clearly.
• A builder’s mindset: you don’t just solve today’s problem, you ask why it keeps happening and fix the system.
• Comfort working with AI-powered tools and an enthusiasm for using them creatively to scale processes.
• Excellent written communication skills — you can document complex product behavior in ways that are accessible to a range of audiences.
• Ability to work cross-functionally and build trust with both technical and non-technical stakeholders.
• High ownership — you treat the problems in your queue as your problems to solve, not to pass along.

Nice-to-haves:

• Experience with product analytics, support tooling, or knowledge management platforms.
• Some familiarity with querying data or light technical investigation (SQL, APIs, etc.).
• Prior experience in a SaaS or B2B technology environment.

This role might not be for you if:

• You prefer a highly structured environment with already well-defined processes.

Our Values

🤝 Collaborate to Innovate: We believe the best solutions arise from intelligent teamwork. We trust the expertise of our teammates and pursue opportunities to learn and grow from each other. By embracing diverse perspectives and encouraging authenticity, we create and evangelize groundbreaking health solutions.

🗣️ Trust Through Transparency: We prioritize transparency in all our interactions, ensuring that employees, patients, clinicians and partners have access to the information they need to make informed decisions. Integrity is at the core of how we operate, from building products to fostering relationships, and is crucial to our ability to communicate openly and gain trust.

❤️ Serious Impact, Big Heart: We go above and beyond with our efforts to empower proactive, patient-centered care — and we celebrate every step forward. Humor and positivity fuel our creativity, strengthen relationships, and remind us to acknowledge the journey as much as the destination.

We are an Equal Opportunity Employer on a mission to improve lives. Our strength comes from the diverse backgrounds, experiences, and perspectives of our team. We welcome all candidates and are committed to a fair, inclusive hiring process free from discrimination.

What We Offer

The expected offer for this role includes the following components:

• Base Salary Range: $90,000 – $115,000 per year.
• Additional Compensation: This role is eligible for a discretionary performance bonus and equity options.
• Benefits: We offer a competitive benefits package. More on our careers page.

Final compensation for this role will be determined by a variety of factors, including a candidate’s relevant skills, experience, labor market conditions, and location.

Agency Submissions

We are not currently working with contingency search firms. If a resume is submitted to any Pearl Health employee by a third party without a valid written and signed search agreement, it will become the property of Pearl Health and no fee will be paid, irrespective of whether the candidate is hired.

The Interview Process

While steps may vary by role, you can typically expect:

1. Recruiter Screen: An intro call to discuss your background and motivations.
2. Hiring Manager Interview: A deeper-dive conversation with your potential manager.
3. Panel Interview: A round of meetings with teammates and cross-functional partners.
4. Case Assignment / Presentation: Practical exercise solving a real-world challenge
5. Executive Interviews: Final conversations with 1-2 of our leaders.