Technical Support Lead

Job Description

Technical Support Lead

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Location: US, Remote

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Headquarters: New York City, Denver, and Seattle

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Reports to: Head of Delivery

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Employment Type: Full-time

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Compensation: $65,000–$85,000/year + stock options

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About the Role

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As Technical Support Lead , you will be the primary technical point of contact for clinical staff using our platform. You will support physicians, nurses, and clinic administrators across the US, covering the full product experience—from mobile audio capture to integrations with customers' EHR systems.

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This is a highly technical support role where most cases require investigation rather than a scripted response. You may review logs, inspect integration payloads, troubleshoot APIs, and determine whether an issue originates from the user's device, our platform, an integration, or the customer's EHR.

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As an early member of the Delivery team, you will own the day-to-day operations of Support, including backlog and queue management, reporting, escalation processes, and automation.

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You will work closely with the Head of Delivery to build support workflows, tooling, and processes that can scale with our growth. You will also help define and monitor SLAs, collaborate with Engineering and Product, support clinic onboarding and go-lives, and advocate for product improvements that reduce recurring support issues.

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This is an opportunity to help build the support function from the ground up and establish the standards and processes that will support our customers as we scale.

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Key Responsibilities

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• Serve as the primary technical support contact through chat, email, and remote support sessions.
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• Triage and resolve a high volume of incoming support tickets while meeting response and resolution targets.
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• Troubleshoot transcription issues and diagnose EHR integration problems by reviewing logs, API requests, and system behavior.
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• Reproduce software bugs, document findings, escalate issues to Engineering, and participate in the software development lifecycle.
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• Help establish the standards and processes for our Support function.
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• Assist with hiring, onboarding, and mentoring support team members as the function grows.
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• Own day-to-day Support operations, including backlog management, case quality, coverage, and escalation paths.
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• Define, monitor, and report on SLAs, support performance, ticket trends, and recurring issues.
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• Identify opportunities for automation and process improvements that increase support efficiency.
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• Partner with Implementation teams during clinic onboarding and go-live activities.
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• Work closely with Product and Engineering to advocate for fixes and improvements that reduce ticket volume.
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• Participate in rotating evening and on-call coverage to support clinics across US time zones.
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Required Qualifications

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• 4+ years of experience in customer service or technical support for enterprise and SaaS applications.
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• Proven ability to triage and resolve a high volume of support tickets quickly and efficiently.
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• Strong ability to understand complex technical issues and communicate solutions clearly to non-technical users.
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• Excellent written and verbal communication skills.
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• Strong technical understanding of APIs, including the ability to read JSON payloads, review logs, and use tools such as Postman.
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• Experience supporting SaaS and cloud-based applications.
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• Hands-on experience configuring support platforms such as Intercom or Zendesk, including workflows, routing, macros, and reporting.
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• Ability to work effectively in ambiguous environments and create structure where processes are still being developed.
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• Experience collaborating with cross-functional teams, including Product, Engineering, and Implementation.
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• Willingness to work a flexible schedule, including rotating evening and on-call coverage based on business requirements.
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• Must be based in the US and able to work core hours across US time zones.
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Nice to Have

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• Experience supporting clinical users or working within a medical practice.
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• Hands-on experience with EHR systems such as Epic, Oracle Health (Cerner), athenahealth, eClinicalWorks, NextGen, or Modernizing Medicine.
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• Experience as an early or founding support hire or helping build and scale a support organization.
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• Experience mentoring or training support team members.
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Benefits & Perks

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• Flexible, remote-first work environment.
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• Collaborative and positive company culture with opportunities for growth.
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• 401(k) plan.
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• Health, vision, and dental insurance.
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• Flexible PTO, paid holidays, and sick leave.
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• Parental leave for baby bonding.
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• Wellness stipend for eligible travel-heavy roles.
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• Stock options as part of total compensation.
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