About the role
At Assort Health, the Agent Support Engineer role is part of the Deployment & Operations team focused on supporting AI-driven healthcare solutions that improve patient interactions. The company is rapidly growing and specializes in AI agents that manage patient conversations across healthcare journeys, leveraging a vast proprietary dataset. This role is based in San Francisco with a hybrid work model, contributing to a mission of transforming healthcare administration through innovative AI technology.
The day-to-day responsibilities include managing post-implementation support for US-based accounts, handling L1/L2 customer tickets, and designing scalable support processes and playbooks. The engineer will investigate and resolve issues using logs and internal tools, collaborate cross-functionally to address escalations, and communicate effectively with customer stakeholders, including executives. They will also track key performance metrics like response times and customer satisfaction to continuously improve support quality.
Candidates should have over five years of experience in customer support within SaaS or AI-first companies, strong communication skills, and a history of exceeding customer expectations. Familiarity with healthcare or health tech, customer-facing roles, and basic coding is advantageous. The role involves working with tools such as LLMs, Google Cloud Console, and SQL databases. Assort Health offers competitive compensation, professional development, and comprehensive benefits, fostering a fast-paced, customer-focused culture dedicated to making healthcare more accessible.