Technical Support Engineer–Healthcare AI

Ellipsis Health; San Francisco (CA); Hybrid; USD 80,000 - 90,000; Full time

Benefits offered by this job

Medical/dental/vision

401(k)

Laptop/equipment

Professional development stipend

Unlimited PTO with holidays

Job summary

Ellipsis Health is hiring a Technical Support Engineer–Healthcare AI to be the first line of defense for production issues. You will triage bugs, reproduce problems, and craft crisp tickets for engineering while communicating clearly with customers.

Responsibilities include triaging production issues, creating high-quality tickets, acting as the voice of the customer, and participating in on-call rotations.

Qualifications

• BS in CS (or equivalent experience).
• Excellent communicator: explain technical issues to engineers and non-technical users.
• Organized and reliable: you close the loop, document decisions, and follow through.
• US citizen or permanent resident (green card holder).

Responsibilities

• Own production bug intake & triage: Validate, prioritize, reproduce, determine blast radius/severity.
• Create high-quality tickets: Clear STRs, logs, metrics, owner, and customer impact.
• Be the voice of the customer: Translate user reports into actionable engineering work; close the loop with customers.
• Incident response: Participate in on-call/alert rotations (reasonable hours; training provided).
• Observability & tooling: Use logs, metrics, traces, dashboards to diagnose issues.
• Quality guardrails: Add tests, monitors, and docs to prevent regressions; post-mortems.
• Documentation: Write and maintain runbooks, known issues, FAQs.

Skills

Excellent communicator

Organized & reliable

Customer-facing

SQL basics

Cloud familiarity

Web APIs & HTTP

Prior incident response

Education

BS in CS or equivalent

Tools

Sentry

Datadog

Grafana

Job description

Technical Support Engineer–Healthcare AI

Technical Support Engineer–Healthcare AI

Location: Remote, located in the US; San Francisco Bay Area
Type: Full-time employee
Department: Engineering
Reports to: Head Of Engineering

About the role
We’re hiring a customer-facing engineer to be the first line of defense when bugs surface in production. You’ll triage issues, communicate clearly with customers and internal teams, and fix them directly when they’re in your wheelhouse; otherwise, you’ll route them to the right team with crisp reproduction steps and context.

What you’ll do

• Own production bug intake & triage: Validate, prioritize, reproduce, and determine blast radius/severity.
• Create high-quality tickets: Clear STRs, logs, metrics, proposed owner, and customer impact.
• Be the voice of the customer: Translate user reports into actionable engineering work; close the loop with customers.
• Incident response: Participate in on-call/alert rotations (reasonable hours; we’ll train you).
• Observability & tooling: Use logs, metrics, traces, error dashboards (e.g., Sentry/Datadog/Grafana) to diagnose issues.
• Quality guardrails: Add tests, monitors, and docs to prevent regressions; champion post-mortems and follow-ups.
• Documentation: Write and maintain runbooks, “known issues,” FAQs, and internal troubleshooting guides.

You may work with

Must-haves

• BS in CS (or equivalent experience)
• Excellent communicator: can explain technical issues to both engineers and non-technical users.
• Organized and reliable: you close the loop, document decisions, and follow through.
• US citizen or permanent resident (green card holder)

Nice-to-haves

• Experience developing with generative AI or voice agents.
• Experience with web APIs, auth, and HTTP fundamentals.
• Familiarity with monitoring/alerting tools (Sentry, Datadog, Grafana, Cloud Logging).
• Basic SQL and comfort querying production data safely.
• Exposure to cloud (GCP/AWS) and CI/CD pipelines.
• Prior customer-facing or support/TA experience.

How we’ll measure success (first 90 days)

• Median time-to-triage and time-to-first-response meet agreed SLAs.
• High-quality tickets (clear STR, logs, owner, severity) acknowledged by engineering leads.
• Meaningful fixes/PRs merged with tests; reduction in repeat incidents for assigned areas.
• Positive internal and customer feedback on clarity and reliability of communications.

Location & Work Style
Hybrid or remote-friendly (US). Occasional on-call rotation with teammate backup and clear escalation paths.

Salary and Benefits
Salary: $80,000–$90,000 base, DOE.
Benefits: full medical/dental/vision, 401(k), laptop/equipment, professional development stipend.
Time off: unlimited PTO with required minimums and company holidays.

Equal Opportunity
We’re an equal opportunity employer. We welcome applicants from all backgrounds and do not discriminate on the basis of any protected characteristic. If you need accommodations at any stage, let us know.