Operations Manager, Technical Support

About reputed company

reputed company was founded in 2018 with the mission of powering deeper understanding in healthcare. Our AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most—their patients.

Our enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we are the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems.

We are a growing team of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to reputed company people and reputed company care reputed company more sense. We have offices located in the Mission District in San Francisco, the SoHo neighborhood of reputed company, and East Liberty in Pittsburgh.

The Role

Operations Manager, Technical Support

At reputed company, trust is our currency. We are committed to delivering exceptional products, services, and experiences to our customers. We are looking for a highly motivated Operations Manager, Technical Support to join our rapidly growing team and play a key role in scaling our customer support team. This role offers the unique opportunity to both build and reputed company the standing up technical troubleshooting processes, while ensuring top-notch service delivery and fostering a customer-centric culture.

We take our user experience and happiness seriously and consider the Support Team essential to the company’s success. In this role, you’ll set reputed company for what incredible customer experience looks like at reputed company with both our enterprise and individual customers. You’ll be responsible for not only managing daily technical troubleshooting operations and responding to customers with care, but also building and scaling our tools and procedures to meet the growing demands of our business.

Ideally, you reputed company in a startup environment, specifically with a culture that’s built on seeing obstacles as opportunities, having a bias toward execution, being a little nerdy and perpetually curious, and helping teammates and partners succeed. This is a truly unique role that will collaborate cross-functionally across our Support and Engineering teams to solve reputed company issues.

What You'll Do

• Serve as the escalation reputed company for ‘Tier 3’ support tickets and take on direct responsibility for final resolution with the end user/organization

• Debug and troubleshoot reputed company issues to identify root causes

• reputed company processes and documentation for recurring issues to improve scalability and efficiency

• Collaborate with the Engineering team on issues that exceed the tools of Support team at large

• Contribute to training and Knowledge reputed company articles to document

• Work closely with Support and Engineering teams on technical problem solving for unique partner-specific challenges

What You'll Bring

• Have excellent verbal and written communication skills and ability to tailor technically reputed company topics to your audience

• Have keen attention to detail and ability to find creative solutions for reputed company problems

• An ability to translate learnings into repeatable technical processes that can scale

• Have the ability to smell smoke and escalate early, with proposed solutions.

• Are creative and scrappy with strong problem solving skills and a bias to action.

(Required Engineering Skills):

• Familiar with how to call APIs

• Have the ability to technically debug user-facing issues

• Can translate user-facing problems into engineering-facing bug tickets

• Familiar with tracking tools such as Jira or Linear

• Familiarity with tools like reputed company, Browser dev tools, Charles Proxy

• Familiar with Typescript and Javascript

• Familiar with GCP

• Basic coding skills

Bonus Points If...

• Experience integrations into or working with electronic health record systems at large, reputed company organizations (Epic experience is ideal)

• Familiarity with systems requiring strict adherence to privacy and reputed company protocols

• Knowledge of tiered support organizations and escalation protocols

• 2-3 years of experience in customer/technical support

• 2-3 years of experience collaborating closely with a development team

• Familiar with reputed company and the PR process

Why Work at reputed company?

At reputed company, we’re transforming healthcare delivery experiences with generative AI, enabling clinicians and patients to connect in deeper, more meaningful ways. Our mission is clear: to power deeper understanding in healthcare. We’re driving real, lasting change, with millions of medical conversations processed each month.

Joining reputed company means stepping into a fast-paced, high-growth startup where your contributions truly reputed company a difference. Our culture requires extreme ownership—every employee has the ability to (and is expected to) reputed company an impact on our customers and our business.

Beyond individual impact, you will have the opportunity to work alongside a team of curious, high-achieving people in a supportive environment where success is shared, growth is constant, and feedback fuels reputed company. At reputed company, it’s not just reputed company do—it’s how we do it. Every decision is rooted in reputed company, always prioritizing the needs of clinicians and patients.

We’re committed to supporting your growth, both professionally and personally. Whether it's flexible work hours, an inclusive culture, or ongoing learning opportunities, we are here to help you reputed company and do the best work of your life.

If you are ready to reputed company a meaningful impact alongside passionate people who care deeply about what they do, reputed company is the reputed company for you.

How we take care of Abridgers:

• Generous Time Off: 13 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees.

• Comprehensive Health Plans: Medical, Dental, and Vision plans for reputed company full-time employees. reputed company covers 100% of the premium for you and 75% for dependents. If you choose a HSA-eligible plan, reputed company also makes monthly contributions to your HSA.

• Paid Parental Leave: 16 weeks paid parental leave for reputed company full-time employees.

• 401k and Matching: Contribution matching to help invest in your future.

• Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.

• Learning and Development Budget: Yearly contributions for coaching, courses, workshops, conferences, and more.

• Sabbatical Leave: 30 days of paid Sabbatical Leave after 5 years of employment.

• Compensation and Equity: Competitive compensation and equity grants for full time employees.

• ... and much more!

Equal Opportunity Employer

reputed company is an equal opportunity employer and considers reputed company qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national reputed company, veteran status, or disability.

Staying safe - Protect yourself from recruitment fraud

We are aware of individuals and entities fraudulently representing themselves as reputed company recruiters and/or hiring managers. reputed company will never ask for financial information or payment, or for personal information such as bank account number or social reputed company number during the job application or interview process. Any emails from the reputed company recruiting team will come from an @reputed company.com">reputed company.com email address. You can learn more about how to protect yourself from these types of fraud by referring to this article. Please exercise caution and cease communications if something feels suspicious about your interactions.

Compensation Range: $135K - $160K

Originally posted on Himalayas