Product Support Specialist

About Breakthrough Breakthrough helps physical therapy practices grow. We build their websites and give them software, including AI agents, that turns leads into booked patients. We're a growing startup serving about 200 practices, and the people we serve are busy clinic owners who need things to just work. About This Role You're Customer Success's closest partner on the Product team. You take technical work off CSMs' plates so they can focus on their clients, and you make sure they hear about anything affecting those clients from you first. You'll be the first person our clients reach when something isn't working, and you'll fix most of it yourself. You'll dig into logs, run SQL queries, reproduce problems, and get on a call with a client when that's the fastest way to help. You'll also help us change how support works. We want clients to get answers on their own, through a strong knowledge base and AI tools, without needing to open a ticket. You'll own the knowledge base and help build that automation. As routine questions move to self-serve, your time shifts toward harder investigations, QA, and new responsibilities as the company grows. A note on hats: everyone here wears several. This role covers support, account setup, website build coordination, and QA. When those compete, your top priority is resolving client issues independently. What this role isn't: you won't write or deploy code. When you find a bug, you document it so clearly that engineering can fix it without a