Agent Support Engineer
Join Assort Health as an Agent Support Engineer to enhance post-implementation support for healthcare AI solutions.
Posted by employer 2 days ago
First seen on Joblaze 1 day ago
Last verified on the company career page 1 day ago
Skills & Technologies
What you'll build
- Manage L1/L2 ticket management for US-based accounts
- Design post-live support model for accounts
- Investigate and resolve customer issues
- Work cross-functionally to resolve escalations
- Track and improve response and resolution SLAs
Must have
- 5+ years of customer support experience in SaaS or AI-first companies
- Strong verbal and written communication skills
- Concrete examples of going above and beyond for customers
- Track record of working cross-functionally
Nice to have
- Healthcare or health tech experience
- Customer-facing experience
- Ability to read basic code
AI in the day-to-day
An AI agent that knows who you are and remembers your context throughout your healthcare journey.
Requirements
- Experience
- 5+ years
Not disclosed in this posting: compensation, work arrangement, visa sponsorship.
Benefits
Joblaze summary
In the role of Agent Support Engineer, the individual will manage post-implementation support for Assort Health's accounts, focusing on L1/L2 ticket resolution and process design. Key skills include strong communication and a background in customer support within SaaS or AI environments, with a preference for candidates familiar with healthcare technology. This position is suited for experienced professionals who excel in cross-functional collaboration and have a track record of enhancing customer experiences.
Joblaze insights
Quick facts
- How much experience is required?
- At least 5 years of relevant experience for this Agent Support Engineer role.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: Braintrust, Google Cloud Console, LLMs, Pylon, SQL.
- What seniority level is this role?
- Assort Health targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Agent Support Engineer role at Assort Health.
From the original posting
About the Role
As an Agent Support Engineer, you will own post-implementation support for Assort accounts that require US-based data handling. You will manage L1/L2 tickets once customers are live, and you will design the processes and playbooks that make support run well at scale.
What You'll Do
Own steady-state L1/L2 ticket management for accounts that require US-based data handling
Design the post-live support model for your first account, including process design and playbook structure
Investigate and resolve customer issues using logs, data, and internal tools
Work cross-functionally to resolve escalations and close the loop with customers
Communicate clearly with customer stakeholders, including executives, in writing and live
Track and improve response and resolution SLAs, CSAT, and reopen rate
What You Bring
5+ years of customer support experience in SaaS or AI-first companies
Strong verbal and written communication skills, with executive presence
Concrete examples of going above and beyond for customers
A track record of working cross-functionally and as a team player
Nice to Have
Healthcare or health tech experience
Customer-facing experience
Ability to read basic code
Tools You'll Work With
Pylon
LLMs
Log services: Google Cloud Console, Braintrust
SQL/databases
Benefits & Perks for Assorties
💸 Competitive Compensation – Including salary and employee stock options so you share in our success.
👵 401(k) – Build your retirement savings.
Standard company text repeated across Assort Health's postings is omitted here.