Agent Support Engineer — Scale AI-Powered Patient Conversations

Alt; San Francisco (CA); À distance; USD 110 000 - 165 000; Plein temps

Avantages offerts par ce poste

Competitive compensation

Lifelong learning budget

Office setup stipend

Top-tier health coverage

Flexible PTO

Meals & Snacks

Fitness stipend

Commuter benefits

401(k)

Résumé du poste

Assort Health is seeking an Agent Support Engineer to own post-implementation support for US-based accounts, manage L1/L2 tickets after go-live, and design scalable post-live support processes.

You will investigate issues using logs and data, work cross-functionally to resolve escalations, and communicate clearly with executives. A 5+ year background in SaaS or AI-first customer support and strong communication are required.

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.
• Track record of cross-functional teamwork.

Responsabilités

• 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.

Connaissances

5+ years SaaS support

Executive communication

Customer-centric

Cross-functional collaboration

Outils

Pylon

LLMs

Google Cloud Console

Braintrust

SQL

Description du poste

Assort Health is seeking an Agent Support Engineer to own post-implementation support for US-based accounts, manage L1/L2 tickets after go-live, and design scalable post-live support processes.

You will investigate issues using logs and data, work cross-functionally to resolve escalations, and communicate clearly with executives. A 5+ year background in SaaS or AI-first customer support and strong communication are required.