Job Overview
Location
Remote - US
Job Type
Contract
Category
Customer Support
Date Posted
July 9, 2026
Full Job Description
đź“‹ Description
- • Serve as the primary point of contact for clinicians experiencing issues with Ambience's AI documentation tools, delivering fast and empathetic support via Intercom, email, and other designated channels.
- • Diagnose and resolve complex technical issues related to Ambience's platform, EHR integrations, and user configurations — and escalate with clear documentation when needed.
- • Identify and surface recurring issue patterns to Engineering, CSM/CES, and Product teams for continuous improvement.
- • Build and maintain internal and external support resources including troubleshooting guides, FAQs, and SOPs in Notion and Intercom.
- • Respond to PagerDuty alerts and on-call escalations per team protocols.
- • Contribute to weekly and monthly reporting workflows across CSAT, FCR, and handling time metrics.
- • Participate in team meetings, 1:1s, and cross-functional syncs.
🎯 Requirements
- • 1+ years of experience in customer support, technical support, or a comparable role — ideally within healthcare or SaaS.
- • Demonstrated ability to troubleshoot complex, multi-factor technical issues and communicate resolutions clearly.
- • Strong written and verbal communication skills with a clinician-first, empathetic approach.
- • Experience building knowledge resources, streamlining workflows, and driving continuous improvement.
- • Comfort working across cross-functional teams and escalating trends effectively.
🏖️ Benefits
- • Comprehensive medical, dental, and vision coverage for you and your dependents.
- • 401(k) with a company match of up to 3% of base salary.
- • A remote-friendly culture (with a San Francisco HQ) and full equipment provisioning to ensure you can work effectively from wherever you’re based.
- • Parental leave to support your family needs.
- • Annual company-wide off-sites, team off-sites and regular team lunches and all-hands gatherings, with travel, lodging and meals covered.
- • Flexible time off with no annual cap, company-wide holidays and an annual holiday shutdown from December 24–January 1 designed to support real rest and long-term sustainability.
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Ambience Healthcare Inc.
Ambience Healthcare develops an AI operating system for clinical documentation and workflow automation in hospitals and large health systems. Founded in 2020 and based in San Francisco, the company’s platform uses large language models to generate real-time clinical notes, automate coding, and surface evidence-based guidance within electronic health record systems. The software targets specialties such as emergency medicine, oncology, and behavioral health, aiming to reduce physician administrative burden and improve data quality while maintaining HIPAA compliance and enterprise-grade security.
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