Technical Support Specialist

The role

Technical Support Specialists will build systems to eliminate tickets and design how AI handles conversations. They will synthesize customer patterns to influence Product and Engineering roadmaps.

What you will do

• Own customer escalations that require seasoned judgment.
• Configure AI within the stack including intents, knowledge sources, and escalation rules.
• Build lightweight external automations.
• Own the quality of AI outputs in your domain.
• Produce formal weekly and monthly insights.
• Participate in roadmap conversations with Product Development teams.
• Mentor Associates on build and synthesis work.
• Automate triage, draft responses, and prototype internal tools.

Required qualifications

• 0-4+ years of relevant experience in Support, Implementation, CS Ops, embedded data analyst, or AI/automation tinkerer in any field.
• A concrete portfolio of things you've built or shipped such as prompt-engineered systems, dashboards, or automations with evidence of outcomes.
• Strong customer-facing communication and trust-building skills.
• Pattern recognition and synthesis muscle.
• AI-native default.
• A deep desire to drive results for customers with high ownership over outcomes.
• Curiosity and natural problem-solving instincts.
• An instinct to raise the bar for teammates by teaching others to build and synthesize.

Before you apply

• Send a cover letter with 2–3 things you've built or shipped that changed a metric or outcome.
• Send a short story about a time your analysis or insight changed a decision someone else made.

About the company

Elation is a SaaS cloud-based clinical platform focused on enhancing physician and patient quality of life. The company is an Equal Opportunity Employer dedicated to a diverse and inclusive work environment.