Note: The job is a remote job and is open to candidates in USA. Ambience Healthcare is building an AI intelligence platform to enhance healthcare delivery. The Clinician Support Specialist will serve as a frontline advocate for clinicians, providing technical support and ensuring seamless usage of the AI-powered documentation platform.
Responsibilities
- Serve as the primary point of contact for clinicians experiencing issues with Ambience's AI documentation tools, delivering fast and empathetic support via Intercom, email, and other designated channels
- Diagnose and resolve complex technical issues related to Ambience's platform, EHR integrations, and user configurations — and escalate with clear documentation when needed
- Identify and surface recurring issue patterns to Engineering, CSM/CES, and Product teams for continuous improvement
- Build and maintain internal and external support resources including troubleshooting guides, FAQs, and SOPs in Notion and Intercom
- Respond to PagerDuty alerts and on-call escalations per team protocols
- Contribute to weekly and monthly reporting workflows across CSAT, FCR, and handling time metrics
- Participate in team meetings, 1:1s, and cross-functional syncs
Skills
- 1+ years of experience in customer support, technical support, or a comparable role — ideally within healthcare or SaaS
- Demonstrated ability to troubleshoot complex, multi-factor technical issues and communicate resolutions clearly
- Strong written and verbal communication skills with a clinician-first, empathetic approach
- Experience building knowledge resources, streamlining workflows, and driving continuous improvement
- Comfort working across cross-functional teams and escalating trends effectively
Benefits
- Comprehensive medical, dental, and vision coverage for you and your dependents
- 401(k) with a company match of up to 3% of base salary
- A remote-friendly culture (with a San Francisco HQ) and full equipment provisioning to ensure you can work effectively from wherever you’re based.
- Parental leave to support your family needs
- Annual company-wide off-sites, team off-sites and regular team lunches and all-hands gatherings, with travel, lodging and meals covered
- Flexible time off with no annual cap, company-wide holidays and an annual holiday shutdown from December 24–January 1 designed to support real rest and long-term sustainability.
Company Overview