Technical Support Specialist

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🕒 Junho 19

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Heidi Health

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🏥 Saúde

💼 Consultoria

🤖 Inteligência Artificial

Healthcare • Consulting • Artificial Intelligence

A Heidi Health é uma plataforma de escrivão médico alimentada por IA, projetada para clínicos em diversos ambientes de saúde. Ela ajuda a reduzir o tempo gasto em tarefas administrativas como a tomada de notas, o processamento de seguros e a busca de resultados, permitindo assim que os clínicos se concentrem mais no cuidado ao paciente. A plataforma apoia vários tipos de profissionais de saúde, incluindo psicólogos, nutricionistas, veterinários, médicos, enfermeiros, entre outros, utilizando inteligência artificial para melhorar a eficiência e a precisão na documentação clínica. O objetivo é fornecer uma ferramenta intuitiva e eficiente que se integre perfeitamente aos fluxos de trabalho da área de saúde para melhorar a qualidade do atendimento e a satisfação do clínico. A ênfase está na privacidade e segurança, com padrões de nível hospitalar para proteger informações de saúde sensíveis.

Descrição

• Own and resolve complex technical support cases across Heidi’s core product areas, including notes, transcription, sessions, audio performance, integrations, login/authentication, documents, Evidence, and new product surfaces as they launch. • Diagnose issues across web, desktop, and mobile platforms using tools such as Chrome DevTools, application logs, OS and browser permission checks, audio input settings, and network traces. • Troubleshoot authentication, SSO, and integration issues involving SAML, OAuth 2.0, OpenID Connect, Microsoft Entra ID, Okta, APIs, webhooks, and Postman. • Investigate audio and transcription quality issues, helping clinicians resolve microphone setup, device configuration, browser behaviour, environmental noise, session integrity, and telehealth-related capture issues. • Understand Heidi’s AI workflow from audio capture to transcription and generated notes, and clearly explain whether an issue relates to audio quality, configuration, or model behaviour. • Manage your own support backlog with discipline, keeping cases moving, setting clear expectations, and escalating to Support Engineering when deeper investigation is needed. • Write clear, precise, and human customer communications across Intercom, Slack, Zoom, and Loom, with the level of care expected in a clinical context. • Create clear internal escalation notes with the right context, evidence, reproduction steps, logs, and a specific hypothesis about the issue. • Contribute to continuous improvement by improving knowledge base content, surfacing recurring issue patterns, sharing product feedback, and using AI tools to improve support quality and documentation.

🎯 Requisitos

• 2–4+ years of experience in a technical or product support role at a SaaS company, ideally supporting a multi-platform product across web, desktop, and mobile. • Strong independent troubleshooting skills, with the ability to investigate technical issues systematically rather than rely on scripts. • Experience using Intercom or a similar customer support platform at an operational level. • Clear, thoughtful communication skills, with the ability to clarify, empathise, and adapt your tone for different customers and situations. • A strong customer focus and the judgment to know when to keep investigating, when to escalate, and how to keep customers informed. • Experience working with clinicians, healthcare professionals, or users in regulated industries is a strong advantage. • Familiarity with data privacy concepts such as HIPAA and GDPR is a plus.

🏖️ Benefícios

• ₱15,000 annual learning and development budget • ₱3,000/month health and wellness allowance • ₱10,000 home office budget • 26 weeks paid primary parental leave • 18 weeks paid secondary parental leave • fertility support up to ₱150,000 • four weeks of work from anywhere per year • comprehensive HMO coverage for you and up to two dependents