Support Specialist I

At Butterfly Network, we’re leading a digital revolution in medical imaging, transforming an industry that has long relied on bulky, analog systems. With our proprietary Ultrasound-on-Chip™ technology, we’re democratizing healthcare by shifting ultrasound from the expensive, stationary systems of the past to the connected, mobile, and software-enabled platforms of today.  In 2018, we launched the world’s first handheld, whole-body ultrasound, Butterfly iQ – followed by iQ+ in 2020 and iQ3 in 2024, each more powerful than the last.

Our innovation doesn’t stop at hardware. Butterfly combines our advanced device with intelligent software, AI, services, and education to drive adoption of affordable, accessible imaging. Our technology is proving to help clinicians, clinics, and hospitals enhance care, cut costs, and expand imaging access. We’ve been recognized by Prix Galien USA, Fierce 50, TIME’s Best Inventions, Fast Company’s World Changing Ideas, among other awards.

We’re a team of bold thinkers, problem-solvers, and innovators ready to shape the future of medical imaging. Let’s build something extraordinary together!

Job Description 

The Butterfly Client Support team has the critical responsibility of ensuring all inquiries from current and future clients are resolved with excellence through rapid, respectful, and empathetic client support. As a Support Specialist, you’ll be focused on solving the most complex customer issues. In addition, you’ll lead process improvement efforts designed to ensure that the Client Support team is equipped to scale.

• Meet (and strive to exceed) daily ticket-resolution and phone/chat productivity targets while adhering to defined service-level agreements (SLAs), e.g., first-response time and call-answer SLA.
• Become an expert in the full suite of Butterfly products (hand-held hardware, mobile apps and enterprise software). Use this knowledge to create training material, document workflows and continuously improve our ability to solve client issues as we scale.
• Partner cross-functionally with Engineering, Product, Implementation and Sales to define escalation pathways, monitor performance and drive issues to root-cause resolution. 
• Develop foundational knowledge of healthcare-IT standards such as DICOM, HL7/FHIR, Single Sign-On (SSO) and Mobile Device Management (MDM). Apply that knowledge when troubleshooting image-workflow or integration questions and when coaching Tier 1 teammates.
• Serve as the internal escalation point for at least one functional domain (e.g., imaging integrations, membership billing, advanced device diagnostics). When ambiguity arises, you “grab the issue and drive to clarity,” documenting learnings for the team. 
• Maintain a pulse on the voice of the customer and proactively recommend product or process improvements that reduce contact rate or increase customer satisfaction.
• Progressively build the skills needed to step into Tier 3 Support (deep integration troubleshooting and direct collaboration with Integration Engineers) through structured learning plans and mentorship.

Qualifications 

• Bachelor’s degree or equivalent work experience.
• 1-3 years in Customer Support, Technical Support or Account Management, preferably in a SaaS or medical-device environment. 
• Demonstrated success building tools or processes from scratch and collaborating across departments. 
• Experience in technical software support or medical-device support.
• Proven ability to manage high-priority customers with empathy, attention to detail and calm urgency. 
• Strong written and verbal communication skills; thrives in a fast-paced, dynamic setting.

Ideally, you also have these skills/experiences/attributes:

• Basic familiarity with healthcare-interoperability concepts: DICOM image routing, HL7 or FHIR messaging, SSO (SAML/OIDC) and MDM solutions such as Intune or Jamf.
• Experience supporting cloud or mobile medical-imaging products, PACS/RIS, or other clinical IT systems.
• Prior involvement in process-improvement or knowledge-management initiatives.

Values

Innovation is what we do. Our values are how we make it happen. Butterflies are and believe in…

• Patient-Centric Innovators: Our mission is THE mission.
• Empowered to Impact: Every voice matters.
• One Team, One Goal: Unity fuels progress.
• Growth Champions: We embrace challenges.
• Action-Oriented Achievers: We follow through, every time.

Location

Butterfly offers a hybrid work model for most positions, with team members spending two or more days a week in the office. While flexibility is key, we value in-person connections that spark creativity and teamwork. Our offices are designed for collaboration, with comfortable workspaces, stocked kitchens, and opportunities to connect with peers. This is a hybrid position and will be based out of our office in New York City, NY. 

Benefits and Perks

• Comprehensive health insurance, encompassing dental and vision coverage, is provided to all our employees. As a health-tech company, we prioritize the well-being of our teams. Additionally, employees have the option to buy up for enhanced health insurance coverage. We also contribute to Health Savings Account (HSA) accounts for all enrolled employees on an annual basis.
• Comprehensive Employee Assistance Program - we provide access to tools and resources to support your emotional health and day-to-day needs.
• 401k plan and match - we facilitate your retirement goals.
• Eligible employees will have the opportunity to participate in Employee Stock Purchase Plan (ESPP)
• Unlimited Paid Time Off + 10 Holiday Days a Year - recharge and come back ready to make an impact
• Parental Leave - we aim to provide our employees with time to bond with their growing family, along with additional support for primary caregivers to help transition back to work 
• Competitive salaried compensation - we value our employees and show it 
• Equity - we want every employee to be a stakeholder
• The opportunity to build a revolutionary healthcare product and save millions of lives! 

Compensation 

Our estimated salary for this role is around $65,000 + bonus + equity + benefits. Actual pay is determined by multiple factors such as skills, qualifications, experience and market demand.

For this role, we are only considering candidates who are legally authorized to work in the United States and who do not now or in the future require sponsorship for employment visa status.

Butterfly Network does not accept agency resumes.

Butterfly Network is an E-Verify Company. 

Butterfly Network is an equal opportunity employer.  Regardless of race, traits associated with race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability or Veteran status. All your information will be kept confidential according to EEO guidelines.

Butterfly requires security adherence responsibilities from all employees. These include:  adhering to all company security policies and procedures, utilize provided company assets securely, and complete all required security awareness training programs. Safeguarding company data and systems from unauthorized access, modification, or destruction, contributing to the overall security posture of the organization. Immediately reporting any suspected or actual security incidents, including phishing attempts, malware infections, or unauthorized access, following the established incident response procedures.

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