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Technical Support Specialist
Full-time
Elation Health is a SaaS cloud-based clinical platform that empowers physicians to deliver phenomenal care to patients. Over the next 6-9 months, AI will take on more of the routine support cases, shifting the human role toward product intelligence: shaping how AI handles conversations, holding the customer-trust moments that need real judgment, and turning patterns into priorities Engineering delivers.
We're hiring Technical Support Specialists who don't just close tickets, but build the systems that eliminate them, design how AI handles conversations, and turn customer patterns into product priorities.
Role and Responsibilities
Use good judgment to solve cases. Own customer escalations that genuinely require seasoned judgment, the ones AI can't safely close, and build and protect customer trust.
Build and own AI quality. Configure AI within Elation's stack (intents, knowledge sources, escalation rules), build lightweight external automations, and own the quality of AI outputs in your domain.
Synthesize and partner with Product/Eng. Produce formal weekly and monthly insights, participate in roadmap conversations, and mentor Associates.
What Success Looks Like in Your First 6 Months
Shipped 3-5 AI solutions.
A monthly drumbeat of synthesized insights that Product and Engineering act on, with measurable impact on customer experience or case volume.
Own a measurable case-volume reduction in your domain by making cases not happen, not by closing them faster.
Mentor Associate teammates on AI builds and pattern synthesis.
Professional Qualifications
0-4+ years of relevant experience in Support, Implementation, CS Ops, embedded data analyst, or AI/automation.
A concrete portfolio of things you've built or shipped: prompt-engineered systems, dashboards, automations, with evidence of outcomes.
Strong customer-facing communication and trust-building skills.
Pattern recognition and synthesis ability.
AI-native default: reaches for AI tools first and wants to configure and supervise these systems, not just use them.
Deep desire to drive results for customers with high ownership over outcomes.
