Healthcare AI 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

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.