Product Support Specialist

Hexarad is a healthcare company, and we’re leading the way with our cutting-edge medical imaging solutions. As one of the UK’s fastest-growing scale-ups, we were recognised as one of the UK’s best places to work in Tech 2023 and a Future Fifty company in 2025. We partner with leading healthcare institutions to deliver accurate and efficient diagnoses. Our mission is to ensure fast and precise diagnostic outcomes for everyone, everywhere.

As Product Support Specialist, reporting to the Head of Product, you will be an important part of the product team and responsible for a variety of responsibilities to ensure our product is adding value for our customers and our business. This is a full-time role.

You will love this role if in your day to day you:

• Bring a product person’s curiosity, problem-solving and customer-focused mindset to a role that would require you to work in lock-step with our product managers on a variety of responsibilities.
• Work closely with customers using our customer-facing software OptiRad and ReportRad Hub.
• Handle software demos/training and onboarding customers onto our customer-facing software.
• Manage account set-up, account access and feature configurations, taking into account security, information governance and business impact.
• Leverage patterns and observations in workflow and customer behaviours to surface best practices helpful for customers and to inform product decisions.
• Investigate bugs, do QA testing and manage testing scenarios.
• Spot issues and trends that should be solved by our software rather than operationally, and communicate with our product managers about those.
• Provide manual feature support, leveraging CSV exports and imports to update customer accounts, manage data configurations and ensuring data accuracy, integrity and quality.
• Support the product managers in metric and KPI tracking, and assessing the outcome of product development efforts.
• Collaborate with customer success, account management and other teams responsible for supporting the teleradiology services used by our customers.
• Engage in other ad hoc projects as directed by the Head of Product.

You should have:

• 3-4 years in a product support, QA or similar function inside a product team at an early stage business (start-up or scale-up).
• Customer-facing experience.
• Experience in a product-centric environment that prioritises product thinking.
• A genuine desire to help customers solve problems, and understand that software is just one of many ways to do that.
• Energy and resilience to get things done.
• Exceptional communication skills.
• Technical acumen related to software applications.
• Demonstrated understanding of UX thinking.
• Development or technical skills (data analysis, basic HTML/CSS, coding in any language, writing SQL, debugging or QA).

You will not love this role if you:

• Are uncomfortable with context switching and uncertainty, as depending on the day-to-day realities, you will have different tasks and duties.
• Are not at your best in a fast-paced environment.
• Do not prioritise excellence (as distinct from perfection) and successful outcomes.
• Are not intellectually honest about the quality of delivery and outcomes.
• See mistakes and failures as the end, rather than opportunities to learn, do better and turn them into wins.