Clinician Support Specialist

What You'll Do

• 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

What We're Looking For

• 2+ 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
• Availability for the 1:00 PM – 9:00 PM EST shift and one overnight on-call rotation per week, including potential weekend coverage

Compensation

• $36.06 – $50.48/hr (equivalent to $75,000 – $105,000 annualized at 40 hrs/week)