AI Support Engineer for Healthcare Operations

Shasta Health; United States; On-site; USD 65,000 - 75,000; Full time

Job summary

Shasta Health is seeking a hands-on Support Engineer to enhance customer experiences with Shasta Health AI agents. You’ll own the support inbox, investigate issues, update agent guidance, engineer solutions, and configure agents for new customers and locations.

This entry-level role blends support, implementation, and operations, collaborating with healthcare operators and Shasta’s engineering team to ensure clear resolutions and smooth deployments across clinics.

Qualifications

• Clear and empathetic written communication.
• High attention to detail. Small differences in insurance rules, appointment types, location, or phone workflows can have significant consequences.
• Strong problem-solving skills and a systematic approach to investigating unfamiliar issues.
• Comfort learning technical products and working with logs, configurations, integrations, and AI-agent instructions.
• A strong sense of ownership and the ability to manage multiple customer issues through resolution.
• Ability to move quickly while still testing changes carefully.
• Comfort working in an early-stage environment where processes are still being developed.
• Interest in AI and understanding how language models behave in real customer workflows.

Responsibilities

• Own the support inbox and ensure every customer receives a timely, thoughtful response and resolution.
• Investigate agent behavior using call recordings, transcripts, task history, product data, configuration, and logs.
• Reproduce reported problems and determine causes (guidance, configuration, data, integrations, or product defects).
• Update agent guidance when scheduling, insurance, cancellations, escalation, or policies change.
• Test guidance changes and monitor future calls for correct agent behavior.
• Set up agents for new customers and locations, including clinic info, hours, services, payer rules, scheduling workflows, phone routing, and escalation paths.
• Fix engineering issues through to completion rather than passing them to another team.
• Identify recurring issues and turn them into better guidance, documentation, tooling, or product improvements.

Skills

Clear and empathetic written comms

High attention to detail

Strong problem-solving skills

Comfort learning technical products

Ownership and accountability

Ability to move quickly while testing

Experience in early-stage startup

Interest in AI and language models

Tools

APIs

SQL

Browser developer tools

Logs analysis

Job description

Shasta Health is seeking a hands-on Support Engineer to enhance customer experiences with Shasta Health AI agents. You’ll own the support inbox, investigate issues, update agent guidance, engineer solutions, and configure agents for new customers and locations.

This entry-level role blends support, implementation, and operations, collaborating with healthcare operators and Shasta’s engineering team to ensure clear resolutions and smooth deployments across clinics.