Support Engineer

• 30% - Application support (including Microsoft business suite and internally developed applications) to staff and contract medical coders when AI fails to provide adequate answers (currently 85% of tickets are resolved by AI).
• Find, develop and curate articles and documentation that serve as a basis of knowledge for our AI support system.
• Manage and tune our support tools by identifying common user intents, determining the optimal user experience, define internal processes, and implement updates in support tooling, SOPs, workflows and documentation.
• 25% - Desktop Support - Provide tier-1 and tier-2 desktop support for our Windows 11 and macOS fleet of remotely devices; provide staff with resources to help them more effectively use their devices; occasionally interface with customer hospital systems to debug technical issues.
• 30% - IT operations - Be the primary manager of our fleet of Windows 11 workstations and Microsoft business applications; ensure devices are configured securely, kept up to date, and users can access applications, systems and data needed to perform their roles.
• 15% - Tactical and strategic - Support team planning including identifying gaps and failures in existing processes, areas for improvement, and aiding in establishing quarterly and annual team objectives and KPIs that align with company goals.

Desktop and Application Support Analyst

Product Support Engineer

Technical Support Specialist

Technical Support Engineer, Tier 2

Technical Support Analyst – Generative AI

Product Support Engineer