Clinician Support Specialist (AI)

TL;DR

Clinician Support Specialist (AI): Delivering technical support and advocacy for clinicians using an AI-powered documentation platform with an accent on complex technical troubleshooting and EHR integrations. Focus on resolving high-stakes technical issues, managing on-call rotations, and improving support resources.

Location: Remote (US)

Salary: $75,000 – $105,000

Company

hirify.global is an AI intelligence platform designed to reduce administrative burdens for healthcare providers and restore humanity to clinician-patient interactions.

What you will do

• Serve as the primary point of contact for clinicians via Intercom, email, and other designated channels.
• Diagnose and resolve complex technical issues related to the AI platform, EHR integrations, and user configurations.
• Identify recurring issue patterns and surface them to Engineering, CSM/CES, and Product teams for improvement.
• Build and maintain internal and external troubleshooting guides, FAQs, and SOPs in Notion and Intercom.
• Respond to PagerDuty alerts and handle overnight on-call escalations per team protocols.
• Contribute to reporting workflows regarding CSAT, FCR, and handling time metrics.

Requirements

• 2+ years of experience in customer or technical support, ideally within healthcare or SaaS.
• Must be available for the 1:00 PM – 9:00 PM EST shift, including one overnight on-call rotation per week and potential weekend coverage.
• Proven ability to troubleshoot multi-factor technical issues and communicate resolutions clearly.
• Strong written and verbal communication skills with an empathetic, clinician-first approach.
• Experience building knowledge resources and streamlining support workflows.

Culture & Benefits

• Remote-friendly culture with full equipment provisioning.
• Comprehensive medical, dental, and vision coverage for employees and dependents.
• 401(k) with a company match of up to 3% of base salary.
• Flexible time off with no annual cap and an annual holiday shutdown from December 24 to January 1.
• Parental leave and annual company-wide and team off-sites with all expenses covered.