Agent Support Engineer

present of AI; San Francisco (CA); Presencial; USD 65.000 - 95.000; Jornada completa

Descripción de la vacante

Assort Health is seeking a technical support specialist to handle tickets for our live healthcare software, focusing on voice and scheduling workflows. The role involves direct collaboration with clinic staff to triage issues and ensure smooth patient intake and scheduling processes.

Ideal candidates will have hands-on experience with AI voice agents in a healthcare setting, strong documentation skills for support playbooks, and a solid understanding of data handling rules applicable to US

Formación

• Experience troubleshooting voice or scheduling systems.
• Experience handling healthcare data and privacy rules.
• Ability to write clear support playbooks.

Responsabilidades

• Handle technical support tickets for live software.
• Troubleshoot voice and scheduling issues.
• Escalate and communicate with clinic teams during incidents.
• Document recurring issues and contribute to process improvements.

Conocimientos

Ticket triage

Escalation handling

Support playbooks

Voice systems

Scheduling systems

Herramientas

AI voice agents

Healthcare scheduling software

Descripción del empleo

This role typically asks for someone who can handle technical support tickets for live software, especially in healthcare settings where data handling rules matter. A strong candidate brings experience troubleshooting voice or scheduling systems, writing clear support playbooks, and working directly with medical practice staff. The company builds AI voice agents for clinics, so comfort with phone workflows and patient intake processes helps.

How it fits the AI era

AI changes this work by handling routine calls and triage, so support shifts toward fixing edge cases, tuning agent behavior, and explaining outcomes to clinic teams. What stays human is judgment about patient safety, clear communication during escalations, and designing processes that keep trust. The role sits between the AI product and the people who depend on it daily.

How it builds AI experience

Someone in this role would gain hands on experience with AI voice agents in a live healthcare setting, including how scheduling, intake, and follow up flows break and get fixed. Building that experience means learning ticket patterns, documenting recurring issues, and testing agent responses against real clinic needs. It also means understanding data handling rules that apply to US based medical practices.

Worth showing

• Ticket triage and escalation
• Support playbook writing
• Voice or scheduling systems

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About Assort Health

Specialty-specific AI voice agents that answer the phone for medical practices, handling scheduling, intake, triage and follow-up.