Agent Support Engineer

Assort Health; San Francisco (CA); On-site; USD 115,000 - 140,000; Full time

Benefits offered by this job

Competitive compensation (salary + RSU

Lifelong learning budget

Office setup stipend

Top-tier health coverage

Flexible PTO

Meals & Snacks

Fitness stipend

Commuter benefits

401(k)

Job summary

Assort Health is building a continuous conversation for every patient, combining AI with healthcare to remember patients and streamline care. We are seeking an Agent Support Engineer to own post-implementation support for US-based data handling, managing L1/L2 tickets and designing scalable support playbooks.

You will work cross-functionally to resolve escalations, communicate with executives, and track SLAs, CSAT, and reopen rates.

Qualifications

• 5+ years of customer support experience in SaaS or AI-first companies.
• Strong verbal and written communication skills, with executive presence.
• Concrete examples of going above and beyond for customers.
• A track record of working cross-functionally and as a team player.

Responsibilities

• Own steady-state L1/L2 ticket management for accounts that require US-based data handling.
• Design the post-live support model for your first account, including process design and playbook structure.
• Investigate and resolve customer issues using logs, data, and internal tools.
• Work cross-functionally to resolve escalations and close the loop with customers.
• Communicate clearly with customer stakeholders, including executives, in writing and live.
• Track and improve response and resolution SLAs, CSAT, and reopen rate.

Skills

Customer support

Communication

Cross-functional collaboration

Executive presence

Tools

Pylon

LLMs

Google Cloud Console

Braintrust

SQL/databases

Job description

Building Healthcare That Remembers

Every time you call a doctor's office, the system forgets you the moment you hang up. You wait on hold, explain everything from scratch, get bounced between lines, and hope someone follows up. Everyone has felt this. No one should have.

At Assort Health, we’re building one continuous conversation for every patient. An AI agent that knows who you are, remembers how you like to be reached, and carries that context from your first symptom to your full recovery. What began as the first voice AI agent to schedule a specialty appointment has become the largest proprietary specialty dataset in healthcare: 285 million patient interactions, 62,000 care protocols, 1.6 million decision pathways.

We went from 15 people in 2025 and will cross 250 by the end of 2026. Revenue is up 20x in 15 months and we’ve raised $222 million, including a recent $120 million Series C at a $1.2 billion valuation. We’ve also been named to the Forbes Cloud 100 and the 2026 Enterprise Tech 30 as the only healthcare AI company on the list!

Healthcare spends $1.1 trillion a year on administration instead of care.

About The Role

As an Agent Support Engineer, you will own post-implementation support for Assort accounts that require US-based data handling. You will manage L1/L2 tickets once customers are live, and you will design the processes and playbooks that make support run well at scale.

What You’ll Do

• Own steady-state L1/L2 ticket management for accounts that require US-based data handling
• Design the post-live support model for your first account, including process design and playbook structure
• Investigate and resolve customer issues using logs, data, and internal tools
• Work cross-functionally to resolve escalations and close the loop with customers
• Communicate clearly with customer stakeholders, including executives, in writing and live
• Track and improve response and resolution SLAs, CSAT, and reopen rate

What You Bring

• 5+ years of customer support experience in SaaS or AI-first companies
• Strong verbal and written communication skills, with executive presence
• Concrete examples of going above and beyond for customers
• A track record of working cross-functionally and as a team player

Nice to Have

• Healthcare or health tech experience
• Customer-facing experience
• Ability to read basic code

Tools You’ll Work With

• Pylon
• LLMs
• Log services: Google Cloud Console, Braintrust
• SQL/databases

Benefits & Perks For Assorties

• Competitive Compensation – Including salary and employee stock options so you share in our success.
• Lifelong Learning – Annual budget for professional development, plus training opportunities to help you grow.
• Office Setup Stipend – We’ll outfit your in-office workspace so comfy as it’s productive.
• Top-Tier Health Coverage – Medical, dental, and vision insurance, because your health comes first.
• Flexible PTO – We trust you to take the time you need to recharge and come back ready to crush it.
• Meals & Snacks – Lunch, dinner, and snack breaks that fuel great ideas.
• Fitness Stipend – Your wellness matters. We reimburse monthly membership costs to support your health.
• Commuter Benefits – We cover eligible transportation costs to make your trip to work easier.
• 401(k) – Build your retirement savings.

How We Work & What We Value

Our team at Assort Health moves fast, stays focused, and is fueled by a desire to serve our customers and patients. Our company values guide how we work—they are present in how we show up, make decisions and work together to move our mission forward. We bring a Day One Drive, relentlessly striving to improve, keep a 5-Star Focus, as our customers are our lifeblood, always Answer the Call, remembering that ownership and accountability are paramount, and show up with One Pulse, because we are one team, with one rhythm and one result. Our team is growing and we are looking for motivated, hardworking, and passionate talent.

Please note: the Assort Health Talent Team will only email you from an assorthealth.com email address.

Compensation Range: $115K - $140K