Customer Support Technician

Location: Remote (U.S.-based; must accommodate healthcare operational hours)

Reports to: Customer Support Program Manager

Day-to-Day Oversight: Customer Support Specialist

Travel: Up to 10% (medical center site visits, training events)

About Knowtex

Knowtex is building the future of voice AI operating systems for clinicians, transforming how healthcare documentation happens at the point of care. Founded by Stanford AI scientists with deep clinical experience, we're experiencing explosive growth across both commercial health systems and federal healthcare, with our ambient documentation platform scaling rapidly to thousands of clinicians across hundreds of specialties. We're at an inflection point where cutting-edge AI meets real clinical impact, giving clinicians hours back each day to focus on what matters most - their patients.

We're currently scaling our partnership with the Department of Veterans Affairs (VA), from 200 to 7,500 active users over the next 90 days, with plans to reach 150,000 users within 3 years. This is a high-impact role supporting the people who care for patients every day.

The Role

As a Customer Support Technician, you will be a frontline member of the Knowtex support team, serving as the first point of contact for healthcare staff encountering questions or technical issues with our platform. You will work closely with the Customer Support Specialist on a day-to-day basis while reporting to the Customer Support Program Manager.

This role is ideal for a detail-oriented, empathetic problem-solver who thrives in a fast-paced environment and is energized by helping people use technology effectively. You'll play a key role in our ability to scale by resolving issues quickly, documenting solutions thoroughly, and escalating intelligently when needed.

What Success Looks Like

In 30 Days

• Fully onboarded: familiar with the Knowtex platform, ticketing system, and escalation procedures

• Independently handling Tier 1 support tickets with guidance from the Customer Support Specialist

• Demonstrating proficiency in basic troubleshooting for common authentication, connectivity, and account issues

• Contributing to knowledge base documentation for recurring issues

In 90 Days

• Handling assigned ticket queue independently with consistent SLA compliance

• Achieving ≥85% user satisfaction (CSAT) on resolved tickets

• Proactively identifying recurring issues and flagging them to the Customer Support Specialist

• Supporting site-level go-live activities and onboarding sessions as needed

In 6 Months

• Recognized as a reliable, knowledgeable resource by healthcare staff and site stakeholders

• Contributing to self-service knowledge base that reduces Tier 1 ticket volume

• Demonstrating readiness for Tier 2 escalation responsibilities

• Supporting new support team members as the team scales

Key Responsibilities

1. Frontline Technical Support (50%)

• Serve as first point of contact for healthcare staff submitting support tickets via phone, email, or chat

• Triage and prioritize incoming requests based on urgency and patient care impact

• Troubleshoot and resolve Tier 1 issues including login/authentication problems, account setup, audio quality, template usage, and general platform navigation

• Escalate complex or unresolved issues to the Customer Support Specialist or Program Manager with thorough documentation

• Follow established SLA guidelines, targeting critical issue resolution in 2. Knowledge Base & Documentation (20%)

• Document common issues, troubleshooting steps, and resolutions in the team knowledge base

• Contribute to FAQs, how-to guides, and self-service resources that empower healthcare staff to resolve issues independently

• Flag gaps in documentation and recommend new articles based on ticket trends

• Ensure all ticket notes and resolution steps are detailed enough to inform future troubleshooting

3. User Engagement & Onboarding Support (15%)

• Support healthcare staff onboarding by answering questions during go-live events and training sessions

• Participate in site office hours and virtual support sessions as needed

• Follow up with users post-resolution to confirm issues are resolved and satisfaction is maintained

• Serve as an empathetic advocate for users, surfacing frustration trends to the Customer Support Specialist

4. Quality & Continuous Improvement (15%)

• Participate in regular ticket reviews and coaching sessions with the Customer Support Specialist

• Identify patterns in recurring issues and proactively recommend systemic fixes or training improvements

• Adhere to quality standards and incorporate feedback to continuously improve ticket handling

• Contribute to team huddles, share knowledge, and support a collaborative, learning-oriented team culture

Required Qualifications

Experience

• 2+ years in a customer support, help desk, or technical support role

• Experience supporting end users in a healthcare, healthcare IT, or enterprise software environment preferred

• Familiarity with ticketing systems (Zendesk, ServiceNow, Jira Service Desk, or similar)

• Demonstrated ability to troubleshoot technical issues and communicate solutions clearly to non-technical users

Technical Skills

• Comfortable working with SaaS platforms and web-based tools

• Basic understanding of authentication systems (SSO, multi-factor authentication) and common connectivity issues

• Proficient in documentation; able to write clear, concise troubleshooting guides and ticket notes

• Comfortable with Excel or Google Sheets for basic tracking and reporting

Soft Skills

• Empathy: Genuine commitment to user success; patient and supportive with frustrated or non-technical users

• Communication: Strong written and verbal skills; able to explain technical concepts in plain language

• Attention to detail: Thorough in documentation, ticket tracking, and following escalation procedures

• Adaptability: Comfortable with changing priorities and a fast-scaling team environment

• Team orientation: Collaborative and receptive to coaching and feedback

Preferred Qualifications

• Experience supporting clinical staff, physicians, or other healthcare professionals

• Familiarity with EHR systems (e.g., Epic, Cerner, VistA) or clinical documentation tools

• Experience at a health tech startup or in a high-growth SaaS environment

• Background supporting software implementation or user adoption initiatives

• Experience with telehealth or digital health platforms

Reporting Structure & Day-to-Day Work

This role reports directly to the Customer Support Program Manager, who is responsible for overall program strategy, team performance, and career development.

Day-to-day work is directed by the Customer Support Specialist, who manages the ticket queue, provides real-time coaching, assigns tasks, and serves as the primary escalation point for active issues. You'll collaborate closely with both roles as part of a tight-knit, mission-driven support team.

What Makes This Role Unique

Mission-Driven Work

You'll directly support clinicians caring for patients every day. Every issue you resolve, every question you answer, and every minute you save contributes to better patient care and clinician well-being.

Ground-Floor Opportunity

You're joining a support team being built from the ground up. Your contributions will directly shape team culture, knowledge base quality, and support processes. There's real room to grow.

Rapid Growth & Career Development

We're scaling from 200 to 150,000 users in 3 years. High performers will have opportunities to grow into Tier 2 technical roles and beyond as the team expands.

Healthcare Technology Impact

You'll develop deep expertise in ambient AI documentation, healthcare workflows, and clinical technology — skills that are increasingly valuable across the healthcare industry.

Compensation & Benefits

Meaningful equity compensation

Unlimited PTO

Premium health, dental, and vision coverage

401(k) plan

Our Commitment to Diversity & Inclusion

We strongly encourage applications from individuals with lived experience in military, clinical, or healthcare settings, including Veterans, military family members, and healthcare professionals. We are committed to building a team that reflects the diversity of the patients and communities we serve.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Learn more at knowtex.ai