Agent Support Engineer

The role

You will own post-implementation support for Assort accounts requiring US-based data handling. You will manage L1/L2 tickets and design support processes and playbooks.

What you will do

• 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

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
• A track record of working cross-functionally and as a team player

Nice to have

• Healthcare or health tech experience
• Customer-facing experience
• Ability to read basic code

Benefits

• Competitive Compensation – Including salary and employee stock options
• Lifelong Learning – Annual budget for professional development, plus training opportunities
• Office Setup Stipend
• Top-Tier Health Coverage – Medical, dental, and vision insurance
• Flexible PTO
• Meals & Snacks – Lunch, dinner, and snack breaks
• Fitness Stipend – Monthly membership cost reimbursement
• Commuter Benefits
• 401(k)

About the company

Assort Health is building an AI agent to create one continuous conversation for every patient. The company has raised $222 million and is scaling its deployment of AI agents for the patient journey.