Customer Support Technician

Knowtex

7d•Remote

About The Position

Knowtex is building the future of voice AI operating systems for clinicians, transforming how healthcare documentation happens at the point of care. Founded by Stanford AI scientists with deep clinical experience, we're experiencing explosive growth across both commercial health systems and federal healthcare, with our ambient documentation platform scaling rapidly to thousands of clinicians across hundreds of specialties. We're at an inflection point where cutting-edge AI meets real clinical impact, giving clinicians hours back each day to focus on what matters most - their patients. We're currently scaling our partnership with the Department of Veterans Affairs (VA), from 200 to 7,500 active users over the next 90 days, with plans to reach 150,000 users within 3 years. This is a high-impact role supporting the people who care for patients every day. As a Customer Support Technician, you will be a frontline member of the Knowtex support team, serving as the first point of contact for healthcare staff encountering questions or technical issues with our platform. You will work closely with the Customer Support Specialist on a day-to-day basis while reporting to the Customer Support Program Manager. This role is ideal for a detail-oriented, empathetic problem-solver who thrives in a fast-paced environment and is energized by helping people use technology effectively. You'll play a key role in our ability to scale by resolving issues quickly, documenting solutions thoroughly, and escalating intelligently when needed.

Requirements

2+ years in a customer support, help desk, or technical support role
Experience supporting end users in a healthcare, healthcare IT, or enterprise software environment preferred
Familiarity with ticketing systems (Zendesk, ServiceNow, Jira Service Desk, or similar)
Demonstrated ability to troubleshoot technical issues and communicate solutions clearly to non-technical users
Comfortable working with SaaS platforms and web-based tools
Basic understanding of authentication systems (SSO, multi-factor authentication) and common connectivity issues
Proficient in documentation; able to write clear, concise troubleshooting guides and ticket notes
Comfortable with Excel or Google Sheets for basic tracking and reporting
Empathy: Genuine commitment to user success; patient and supportive with frustrated or non-technical users
Communication: Strong written and verbal skills; able to explain technical concepts in plain language
Attention to detail: Thorough in documentation, ticket tracking, and following escalation procedures
Adaptability: Comfortable with changing priorities and a fast-scaling team environment
Team orientation: Collaborative and receptive to coaching and feedback

Nice To Haves

Experience supporting clinical staff, physicians, or other healthcare professionals
Familiarity with EHR systems (e.g., Epic, Cerner, VistA) or clinical documentation tools
Experience at a health tech startup or in a high-growth SaaS environment
Background supporting software implementation or user adoption initiatives
Experience with telehealth or digital health platforms