Associate Solutions Engineer | Healthcare

EliseAI’s Technical Solutions & Support team are subject matter experts responsible for solving issues and answering questions for our customers. Our Solutions & Support team members possess in-depth system knowledge on our individual client configurations and systems and configuration data access. The team works with other internal teams to troubleshoot customer issues and ensure the best possible customer experience.

Responsibilities

Deeply understand our product, customers, and how they work best together; Provide excellent, customer-obsessed support to our clients; Resolve issues through thorough investigation and provide empathetic, over-the-top, extra-mile customer service during that process; Prioritize your time according to the issue's impact on our clients' businesses; Advise clients on best practices for configuring and interacting with their AI Assistant; Investigate issues' root cause and impact using SQL queries, logs, and other data sources; Write highly effective ticket summaries that provide clear descriptions of the issue, how to reproduce it, its business impact, and relevant documents that will help prioritize the issue and quickly solve it; Communicate bug fixes to our clients, confirm the issue is solved, and share these updates with your team members

Requirements

0-3 years of experience in similar role or field; Demonstrated technical proficiency such as a computer science degree, bootcamp certificate, or previous work experience; Bias towards data-driven decision-making and analytical skills; Ability to break down complex technical concepts and communicate them clearly to both technical and non-technical audiences; Demonstrated problem-solving skills and comfort working with ambiguous or open-ended problems; Willingness to work in person at our office 5 days a week

Nice to have

Experience in a customer-facing role is a plus; Computer Science degree, bootcamp certificate, or equivalent; Experience building projects using low code / no code tools such as Retool; Advanced knowledge of Google Sheets or Excel; Familiarity with DataDog or other similar event-logging software; Familiarity with Reporting tools such as Tableau; Experience writing SQL queries

Benefits

Equity in the company; Medical, Dental and Vision premiums covered at 100%; Fully paid parental leave; Commuter benefits; 401k benefits; Fitness & home services stipend; Collaborative in-office environment with open floor plan, fully stocked kitchen, and all meals covered in the office; Unlimited vacation and paid holidays; Relocation packages