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 hours and standard issues in <24 hours
Maintain accurate, detailed ticket records in the ticketing system (e.g., Zendesk, ServiceNow, or Jira)
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
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