Knowtex

Support Engineer

• Serve as first point of contact for healthcare staff submitting support tickets via phone, email, or chat
• Triage and prioritize incoming requests based on urgency and patient care impact
• Troubleshoot and resolve Tier 1 issues including login/authentication problems, account setup, audio quality, template usage, and general platform navigation
• Escalate complex or unresolved issues to the Customer Support Specialist or Program Manager with thorough documentation
• Follow established SLA guidelines, targeting critical issue resolution in <2 hours and standard issues in <24 hours
• Maintain accurate, detailed ticket records in the ticketing system (e.g., Zendesk, ServiceNow, or Jira)

Customer Support Technician

Technical Program Manager

• Drive sprint planning, execution, and retrospective processes across engineering teams
• Maintain visibility into engineering capacity, resource allocation, and workload balancing
• Track project milestones and ensure on-time delivery across multiple workstreams
• Identify cross-team dependencies and proactively manage risks
• Coordinate release planning and readiness activities
• Partner with Product to ensure engineering has clear, actionable requirements
• Prepare delivery status updates and executive-ready reporting
• Improve engineering workflows, documentation, and operational processes
• Support scaling initiatives as the engineering organization grows

Engineering Program Manager

Backend Engineer

• Design and implement scalable backend services and APIs
• Build and maintain microservices supporting AI-driven clinical workflows
• Develop and optimize data pipelines for real-time processing
• Collaborate with ML engineers to productionize model inference systems
• Design secure, compliant data architectures (HIPAA-aware systems)
• Improve system reliability, observability, and performance
• Participate in architecture reviews and technical design discussions
• Contribute to CI/CD pipelines and deployment automation
• Support integration efforts with EHR systems and third-party platforms

Software Engineer

• Develop and maintain iOS and/or Android mobile applications
• Integrate mobile clients with backend APIs and real-time AI services
• Optimize performance, reliability, and offline capabilities
• Collaborate with frontend and backend engineers on API design
• Implement secure authentication and HIPAA-compliant data handling
• Participate in release cycles and app store deployment processes

Mobile Developer

Machine Learning Engineer

• Productionize ML models for real-time clinical applications
• Optimize inference pipelines for low latency and high throughput
• Deploy and scale models using AWS-based infrastructure
• Build automated evaluation and regression testing frameworks for LLM outputs
• Implement monitoring systems for model performance and drift detection
• Collaborate with Backend teams to integrate ML services into APIs and workflows
• Improve model efficiency through quantization, batching, caching, and optimization techniques
• Support specialty-level model evaluation and performance analysis
• Contribute to CI/CD workflows for ML deployment

Applied ML Engineer

Solutions Engineer

• Design, build, and maintain integrations with EMR/EHR platforms (API-based and legacy systems)
• Internalize and replace third-party integration dependencies where appropriate
• Develop scalable, secure, and reliable healthcare data pipelines
• Build data validation, transformation, and normalization layers across heterogeneous healthcare systems
• Monitor integration health, troubleshoot production issues, and implement observability best practices
• Collaborate with product, clinical, and AI teams to translate workflow requirements into technical integration designs
• Contribute to long-term integration architecture strategy as Knowtex expands across specialties and health systems

Integration Engineer

Business Development Rep

• Generate qualified pipeline through outbound prospecting and inbound lead follow-up
• Research and identify prospective healthcare organizations, clinical leaders, and decision-makers
• Execute personalized outreach across email, phone, and LinkedIn
• Qualify prospects by understanding their clinical workflows, documentation challenges, and decision processes
• Book meetings and hand off qualified opportunities to leadership partners
• Maintain accurate pipeline tracking and activity logging in our CRM
• Collaborate closely with Sales, Marketing, Product, and Leadership to refine messaging and targeting
• Share feedback from prospects to help inform product positioning and GTM strategy
• Support experiments around outbound motion, messaging, and vertical targeting as we scale

Business Development Representative

Customer Support

• Design clinical workflows optimized for ambient documentation across specialties
• Configure documentation templates for oncology, orthopedics, gastroenterology, and other specialties
• Validate AI-generated notes against E&M coding requirements and MDM levels
• Lead Epic Community Connect and Nordic partnership implementations
• Train clinical staff on best practices for voice documentation
• Develop specialty-specific implementation playbooks
• Collaborate with ML teams to improve clinical accuracy and relevance
• Support Clinical Decision Support (CDS) Console deployments
• Analyze documentation patterns to identify optimization opportunities
• Interface with EMR vendors for certification and integration requirements

Customer Support Specialist

Program Manager

• Design and lead support program infrastructure
• Manage technical issue resolution and escalation
• Directly manage Customer Support Technician and recruit new talent
• Build and maintain knowledge base to reduce ticket volume
• Monitor customer health indicators and coordinate retention interventions

Customer Support Program Manager

Implementation Specialist

• Conduct live virtual training sessions for VA clinicians across specialties (physicians, NPs, PAs, pharmacists, mental health providers)
• Deliver train-the-trainer sessions to build capacity among Site POCs and Clinical Champions
• Lead virtual office hours and Q&A sessions providing just-in-time support and peer learning opportunities
• Provide one-on-one coaching for clinicians struggling with adoption or complex workflow scenarios
• Adapt training delivery based on audience needs (primary care vs specialty, tech-savvy vs novice users)
• Coordinate training schedules with Site POCs and VA Training Management System (TMS) administrators
• Track training attendance, completion rates, and satisfaction scores
• Gather feedback from training participants to inform continuous improvement
• Assist in updating training materials based on product updates and user feedback
• Support integration of Knowtex training into VA's formal education infrastructure (ILEAD, TMS)
• Identify and recruit Site Champions who can accelerate adoption within their facilities
• Develop Champion engagement strategies and provide ongoing mentorship
• Facilitate peer learning sessions where successful users share best practices
• Create and maintain a Clinical Champion community of practice
• Serve as the credible clinical contact for VA clinicians, Site POCs, and department leads
• Conduct clinical workflow assessments at VA sites to identify integration opportunities and barriers
• Provide specialty-specific guidance on integrating ambient AI into clinical documentation workflows
• Address clinical concerns and questions from frontline providers with empathy and clinical credibility
• Participate in VA medical staff meetings and clinical leadership forums as needed
• Monitor user feedback and star ratings to identify clinical quality concerns
• Review AI-generated documentation examples with users to ensure clinical accuracy and completeness
• Escalate patient safety concerns or documentation quality issues to leadership promptly
• Support clinical quality assurance activities including chart reviews when requested
• Help clinicians understand best practices for reviewing and editing AI-generated notes
• Guide clinicians through pre-encounter setup, template selection, and workflow optimization
• Troubleshoot clinical workflow challenges (consent processes, template usage, EHR integration touchpoints)
• Translate clinical practice realities into actionable feedback for Product and Engineering teams
• Support development of specialty-specific workflows and templates based on frontline insights
• Support site go-lives by providing clinical presence during launch periods
• Conduct post-training check-ins with clinicians to identify early adoption barriers
• Monitor activation rates, recording initiation rates, and early utilization patterns
• Deploy targeted interventions for users who haven't activated or recorded within expected timeframes
• Participate in Site POC Information Forums, sharing insights and gathering barrier feedback
• Track user engagement metrics (30-day active users, recording frequency, sustained use rates)
• Identify struggling users or low-adoption sites requiring targeted support
• Conduct proactive outreach to at-risk users (non-activators, inactive users, declining usage)
• Implement "we miss you" campaigns and re-engagement strategies
• Document successful adoption strategies and share across implementation team
• Collect and categorize implementation barriers from Site POCs, users, and support tickets
• Conduct root cause analysis on recurring clinical workflow or adoption challenges
• Escalate systemic barriers to Director of Customer Delivery with recommended solutions
• Collaborate with Support team to resolve technical issues affecting clinical workflows
• Participate in sprint retrospectives and continuous improvement discussions
• Track and report on training metrics (attendance, satisfaction, time-to-activation)
• Monitor clinical quality indicators (star ratings, user feedback themes, editing patterns)
• Collect qualitative feedback during office hours and site visits
• Document best practices and case studies from high-performing sites
• Support quarterly RE-AIM evaluation data collection activities
• Prepare site-specific utilization summaries for Site POCs
• Contribute clinical insights to weekly team reports
• Document lessons learned and recommendations for training/implementation improvements
• Participate in customer business reviews when clinical perspective is needed

Clinical Implementation Specialist

• Build and lead the support function that ensures VA clinicians can effectively use Knowtex to document patient encounters.
• Responsible for the entire support lifecycle—from initial troubleshooting to systemic problem identification, team building, and continuous improvement.
• Hands-on with support tickets in the early days while simultaneously building the infrastructure, team, and processes to scale.
• Work at the intersection of healthcare, technology, and operations—balancing urgent user needs with long-term strategic planning.

Customer Support Lead

Onboarding Specialist

• Design and implement a comprehensive onboarding program that can scale from 200 to 7,500 users in 90 days while maintaining 80%+ activation rates within 7 days of training
• Create both synchronous and asynchronous training pathways that serve clinicians across experience levels, specialties, technical proficiency, and geographic locations (urban VAMCs to rural CBOCs)
• Develop training materials, job aids, video tutorials, and support documentation that meet Section 508 accessibility compliance standards
• Build the Site Point of Contact (POC) engagement model, including weekly information forums, office hours, and barrier mitigation processes
• Establish metrics, dashboards, and reporting systems aligned with the RE-AIM evaluation framework (Reach, Effectiveness, Adoption, Implementation, Maintenance)
• Partner with VA leadership, ILEAD (Institute for Learning, Education and Development), and VA Training Management System (TMS) teams to integrate Knowtex training into VA's ecosystem
• Achieve and maintain target metrics: 80% activation rate within 7 days of training, 80% recording initiation rate within 7 days of activation, 75% utilization rate across eligible appointments, 85%+ training satisfaction scores, 75% user retention at 90 days post-training
• Identify, recruit, and develop Site Champions - peer advocates who accelerate adoption within their facilities
• Conduct root cause analysis on low-adoption sites and deploy targeted interventions to overcome barriers
• Monitor equity metrics to ensure consistent access and outcomes across rural/urban sites, specialties, and clinician demographics
• Lead executive stakeholder engagement, presenting data-driven insights to VISN leadership and VA executives
• Design and facilitate virtual office hours, Q&A sessions, and community building events
• Monitor implementation fidelity across 9 VISNs and dozens of VA sites, ensuring consistent quality while allowing for necessary local adaptations
• Collect, categorize, and prioritize implementation barriers through Site POC forums, support tickets, and user feedback
• Collaborate with Product, Engineering, and Support teams to translate user insights into product improvements and support enhancements
• Ensure all training materials, recordings, and documentation meet Section 508 accessibility standards through regular audits
• Track cost efficiency metrics (license utilization, cost per note generated, training resource efficiency)
• Develop strategies to maintain 75%+ user engagement beyond 90 days post-training
• Integrate Knowtex training into VA's new hire onboarding processes, achieving 100% of new clinicians trained within 30 days
• Create a content management system that enables continuous improvement of training materials based on user feedback, feature updates, and workflow evolution
• Build train-the-trainer programs that enable Site POCs and Champions to provide frontline support
• Document and disseminate best practices from high-performing sites across the enterprise
• Develop the organizational infrastructure to scale from 7,500 to 150,000 users over 3 years
• Conduct daily reviews of critical metrics: active users, notes generated, system uptime, support tickets
• Perform weekly analysis of utilization trends, training effectiveness, Site POC engagement, and emerging barriers
• Deliver monthly reports on comprehensive Reach metrics, equity analysis, implementation quality, and strategic recommendations
• Lead quarterly RE-AIM framework assessments with complete data analysis, ROI calculations, and strategic planning
• Use data to drive continuous improvement in training content, support models, and engagement strategies