Lead Support Engineer

Job not on LinkedIn

November 20

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

⏰ Full Time

🟠 Senior

📞 Support Engineer

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Artisight

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Healthcare Insurance • Artificial Intelligence • SaaS

Artisight is a healthcare technology company that offers a Smart Hospital Virtual Nursing Platform designed to optimize clinical workflows and improve patient care. Their platform uses computer vision, multi-sensor networks, and artificial intelligence to automate tasks, enhance communication, and provide real-time actionable data. Artisight's solutions aim to reduce clinician workload, improve patient safety, and increase operational efficiency. The company is focused on addressing the current challenges in healthcare, such as health equity and patient access, by creating a more human-centered and future-ready healthcare environment.

51 - 200 employees

⚕️ Healthcare Insurance

🤖 Artificial Intelligence

☁️ SaaS

💰 $42M Series B on 2024-01

📋 Description

• Leading and mentoring the Technical Support Team, communicating and adhering to procedures, policies and goals; monitoring queues and assisting with daily requests • Provide product expertise for end-users, handling escalated issues • You’ll act as a key contact for clients • You’ll analyze client needs and assist clients in translating these needs into technical requirements and solutions • You’ll help create written documentation outlining proposed solutions for common client issues and requests, which may include written internal knowledge base articles, recorded tutorials, and other processes • Utilize application of systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications • Provide client support, solutions and assistance by ensuring the team is managing support tickets in a timely manner; responding to application issues via phone, email and computer chat • Learn and gain exposure to all of our tools to become a product knowledge expert • Work cross-functionally with different departments to grow your knowledge and ensure we have healthy communications across the organization and truly provide our clients with the best experience • Work with Client Success and Product Managers to share feedback to understand customer feedback and improve technology/relationships • Run diagnostics to resolve customer reported issues • Take lead on escalating issues to the Engineering Team • Follow-up with customers to ensure issues are resolved.

🎯 Requirements

• Experience (5+ years) in technical customer facing roles, preferably in the Enterprise Technology space • Flexibility to work a variety of schedules • Knowledge of Service Desk ticketing applications • Knowledge of ITIL and Service Desk industry best practices • Knowledge of Microsoft products including the Windows operating system, Mac OS and Office applications • Excellent oral communication skills • Detail oriented in order to keep detailed notes on tickets • Highly organized to keep Help desk tickets order • Ability to diagnose and resolve basic computer and application technical issues • Ability to work through ambiguity and deal with shifting priorities • Excellent problem solving skills and willingness to go above and beyond • Desire and ability to learn quickly and apply new skills.

🏖️ Benefits

• Artisight is committed to fostering a diverse and inclusive workplace • We actively encourage and welcome all candidates apply for this position, regardless of whether they meet 100% of the listed qualifications • Our recruitment and selection processes are designed to be fair and equitable, and we strive to eliminate any biases that may exist.