Technical Support Specialist (Contract) - Remote

Overview

This role is for a Technical Support Specialist (Contract) at a fast-growing healthcare technology company that provides AI-powered scribing services to hospitals and clinics. The company aims to reduce clinician burnout and enhance care quality through its platform.

In Short

• Provide top-tier support to clinicians and administrative staff.
• Handle frontline support requests and troubleshoot product issues.
• Work during critical service hours from 7:00 AM to 6:00 PM EST, Monday to Friday.
• Monitor and respond to incoming tickets across various platforms.
• Investigate issues related to AI scribe note generation.
• Collaborate with internal teams to resolve technical bugs.
• Maintain a professional tone when communicating with users.
• Identify patterns in recurring issues for product improvement.
• Create or update internal documentation for future support.
• Work independently while managing time effectively across a coverage window.

Requirements

• 3+ years in technical support or customer success, preferably in SaaS or healthcare tech.
• Experience with enterprise customers under strict SLAs.
• Comfortable using command-line tools (e.g., Bash, Python, Node.js).
• Excellent communication skills.
• High attention to detail and proactive mindset.
• Able to work independently and manage time effectively.
• Familiarity with clinical workflows and EMR/EHR systems is preferred.
• Experience supporting web apps and Chrome extensions is a plus.
• Exposure to Intercom, Slack-based support, and bug tracking tools.
• Technical literacy around APIs and basic scripting.

Benefits

• Flexible remote work with a structured shift schedule.
• Opportunity to influence support operations in a mission-driven startup.
• Collaborative team environment focused on outcomes for clinicians and patients.