Customer Support Engineer

📋 Description

• • As a Customer Support Engineer at Lyrebird Health, you will be at the forefront of ensuring our innovative AI-driven ambient scribe and clinical documentation platform operates seamlessly for our valued users within the UK.
• • This pivotal role places you as the in-region technical support lead, directly responsible for providing expert assistance to clinicians and NHS Trust users across the United Kingdom.
• • Your primary mission will be to guarantee the smooth, uninterrupted day-to-day operation of the Lyrebird platform, ensuring that healthcare professionals can rely on our technology without disruption.
• • You will be the first point of contact for technical challenges, tasked with resolving issues swiftly and efficiently, minimizing any impact on clinical workflows and patient care.
• • A core aspect of your responsibility will be to offer confident, responsive, and empathetic support during UK business hours, demonstrating a deep understanding of the pressures and demands faced by healthcare professionals.
• • This role demands a proactive approach to problem-solving, requiring you to delve into technical intricacies to diagnose and rectify issues, ensuring user satisfaction and trust in our product.
• • You will collaborate closely with our dynamic Customer Success team, acting as a technical bridge to ensure successful onboarding, ongoing adoption, and overall positive user experience.
• • Your partnership with the Product and Engineering teams will be crucial. You will provide invaluable real-world feedback from the front lines, highlighting recurring issues, identifying areas for improvement, and contributing to the continuous enhancement of the Lyrebird platform.
• • You will play an active role in supporting trust rollouts, providing the necessary technical expertise and on-the-ground support to ensure a successful and efficient implementation of Lyrebird within new NHS Trusts.
• • Troubleshooting complex technical issues will be a daily occurrence, requiring a methodical and analytical approach to pinpoint root causes and implement effective solutions.
• • Your efforts will directly contribute to improving the overall experience for clinicians who rely on Lyrebird in demanding and fast-paced clinical settings, enabling them to focus more on patient care and less on administrative tasks.
• • This is a hands-on role that offers a high degree of ownership, allowing you to take initiative and drive solutions independently.
• • You will have direct and meaningful customer interaction, building strong relationships with users and becoming a trusted technical advisor.
• • Lyrebird Health is at the cutting edge of healthcare technology, utilizing AI to transform clinical documentation. Our platform is designed to significantly reduce the administrative burden on healthcare professionals, accelerate the documentation process, and ultimately enhance the quality of patient care.
• • We achieve this by accurately converting real-time clinical conversations into comprehensive notes that seamlessly integrate into Electronic Patient Records (EPR) and other essential downstream systems.
• • By joining Lyrebird Health, you become part of a company already making a tangible difference, working with leading NHS Trusts and esteemed international hospital groups.
• • Your technical expertise and dedication to exceptional customer support will be instrumental in our continued growth and success in revolutionizing healthcare administration.
• • You will be empowered to investigate, test, and validate software updates and new features before they are deployed to customers, ensuring a high level of quality and reliability.
• • Developing and maintaining comprehensive technical documentation, including FAQs, troubleshooting guides, and best practice articles, will be part of your remit to empower users and internal teams.
• • You will be expected to manage and prioritize a queue of support tickets, ensuring timely and effective resolution according to established service level agreements (SLAs).
• • Participating in user training sessions, both remotely and potentially in-person, to educate clinicians on the effective use of the Lyrebird platform will be an important aspect of your role.
• • You will act as a key advocate for the customer internally, ensuring their voice is heard and their needs are considered in product development and strategic decisions.
• • This role offers a unique opportunity to gain deep insights into the intersection of AI, healthcare, and technology, contributing to a product that has a profound impact on the daily lives of clinicians and the efficiency of healthcare systems.
• • You will be instrumental in fostering a culture of excellent technical support, setting a high standard for responsiveness, accuracy, and user-centricity.
• • Your ability to communicate complex technical information in a clear and understandable manner to both technical and non-technical audiences will be highly valued.
• • You will contribute to the continuous improvement of our support processes and tools, identifying opportunities for automation and efficiency gains.
• • Ultimately, your success in this role will be measured by the satisfaction of our users, the reliability of our platform, and your contribution to Lyrebird Health's mission of transforming healthcare documentation.