Knowtex is transforming healthcare documentation through ambient AI scribing technology. We're partnering with the Department of Veterans Affairs to deploy our solution across the VA healthcare system, helping clinicians reduce documentation burden, reclaim time for patient care, and combat burnout.
We're in a critical growth phase: scaling 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, high-visibility role supporting those who serve those who served.
As Customer Support Specialist, you will build and lead the support function that ensures VA clinicians can effectively use Knowtex to document patient encounters. You'll be responsible for the entire support lifecycleâfrom initial troubleshooting to systemic problem identification, team building, and continuous improvement.
This is a player-coach role: You'll be hands-on with support tickets in the early days while simultaneously building the infrastructure, team, and processes to scale. You'll work at the intersection of healthcare, technology, and operationsâbalancing urgent user needs with long-term strategic planning.
In 90 Days:
Support operations scaled from 200 to 7,500 users without degradation in service quality
Core support infrastructure in place: ticketing system, knowledge base, escalation protocols, SLA tracking
First support hires onboarded and productive
Critical issue resolution time averaging <2 hours, standard issues <24 hours
User satisfaction maintained at â¥85%
In 6 Months:
Support team of 5-8 fully trained and performing independently
Self-service adoption reducing tier 1 ticket volume by 30%
Proactive identification of systemic issues driving product and training improvements
Support data integrated into quarterly RE-AIM evaluation reporting
99.5%+ system uptime maintained through rapid issue detection and resolution
In 1 Year:
Support function scaled to 25,000+ users with maintained quality metrics
Tier 1, 2, and 3 support structure fully operational
Support team recognized as VA product experts and trusted partners
Measurable impact on user retention, satisfaction, and adoption rates
Clear career pathway and development plan for all support team members
1. Support Operations Management (40%)
Own end-to-end support operations: Manage daily ticket queue, triage urgent issues, ensure SLA compliance
Establish support infrastructure: Implement and optimize ticketing system, knowledge base, chatbots, and self-service tools
Define and track metrics: Monitor resolution times, user satisfaction, ticket trends, escalation rates, and support efficiency
Crisis management: Lead response to system outages, critical bugs, and high-impact user issues affecting patient care
Continuous improvement: Analyze support data to identify patterns, root causes, and opportunities for systemic fixes
2. Technical Troubleshooting & Problem Solving (25%)
Provide expert-level support: Troubleshoot complex technical issues including EHR integrations (VistA/Cerner), SMART on FHIR API failures, authentication problems, and audio quality issues
Collaborate with engineering: Translate user issues into actionable bug reports and feature requests; validate fixes before deployment
Develop diagnostic tools: Create troubleshooting guides, decision trees, and diagnostic scripts for common issues
Identify systemic problems: Distinguish between user training gaps, product limitations, and technical bugs; drive appropriate solutions
Ensure compliance: Verify proper implementation fidelity including ethics training completion, Veteran consent documentation, and template utilization
3. Team Building & Leadership (20%)
Build the support team: Onboard, and develop support staff across L1 (frontline), L2 (technical escalation), and L3 (subject matter expert) tiers
Develop training programs: Create onboarding curricula that transfer VA system knowledge, product expertise, and troubleshooting methodologies
Establish quality standards: Implement QA processes, coaching frameworks, and performance management systems
Foster team culture: Build a resilient, empathetic, customer-obsessed team capable of thriving under pressure
Provide ongoing development: Mentor team members, create growth pathways, and build institutional knowledge
4. VA Stakeholder Engagement (15%)
Partner with Site POCs: Serve as primary support contact for Site Points of Contact; facilitate issue resolution and implementation support
Navigate VA systems: Work effectively across VA organizational structures, IT teams, security offices, and clinical leadership
Support field operations: Attend Site POC forums, office hours, and training events; provide real-time support during implementations
Advocate for users: Represent clinician needs and challenges to internal teams; ensure underserved sites (rural, under-resourced) receive equitable support
Contribute to evaluation: Provide support data and insights for weekly, monthly, and quarterly RE-AIM framework reporting
Experience
5+ years in customer support operations
Technical troubleshooting expertise
Healthcare or healthcare IT experience: Understanding of clinical workflows, EHR systems, and patient care environments
Metrics-driven approach: Experience defining, tracking, and improving support KPIs (MTTR, CSAT, NPS, ticket backlog, etc.)
Technical Skills
Ticketing systems: Deep experience with Zendesk, ServiceNow, Jira Service Desk, or similar platforms
Data analysis: Proficient in Excel/Google Sheets; comfortable creating dashboards and analyzing trends
Technical acumen: Ability communicate technical concepts clearly
Documentation tools: Experience building knowledge bases, troubleshooting guides, and self-service resources
Soft Skills
Crisis management: Stays calm under pressure; makes sound decisions when stakes are high
Communication: Excellent written and verbal skills; can explain complex technical issues to non-technical audiences
Empathy: Deep appreciation for user frustration; committed to user success
Bias toward action: Moves quickly to solve problems while building sustainable solutions
Adaptability: Thrives in ambiguity; comfortable with rapid change and
knowtex