Technical Product Support Specialist (Telehealth)

What is Ansible Health?

Ansible Health unites physicians, nurses, respiratory therapists, and tech experts from Columbia, Johns Hopkins, Google, Amazon, and other top institutions to revolutionize care for chronic disease patients. We combine elite clinical expertise with cutting-edge technology to deliver personalized, efficient care at scale. Our team's groundbreaking research, published in leading journals like Nature and PLOS, demonstrates our commitment to innovation. Backed by Bessemer, First Round Capital, AlleyCorp, Breyer Capital, and Inflect Capital, we're a Series A startup partnering with leading healthcare systems nationwide. Our mission is to genuinely improve patient outcomes, not just optimize metrics. If you're passionate about transforming healthcare through technology, join our diverse team in making a real impact.

The Job at a Glance

Most of our patients are older adults located in the USA. These calls involve guiding patients through using their Android tablet and verifying it in the backend through Samsung Knox, ensuring that RPM devices are connected and transmitting accurate data, and assisting them in joining their appointments through our tablet via Zoom. Occasionally, patients may require additional help during their time in our program. In some instances, verifying data through Azure (Device Analytics and CosmosDB) may be necessary.

Furthermore, you will provide technical support to our clinical team, and ensure they are prepared for their virtual appointments. They may also require assistance using Athenahealth, such as modifying visits and checking in/out. You will handle general general technical support duties, which demand a solid understanding of our tech stack and products (i.e., Android Tablet, Zoom meetings and phone, Google Workspace). You should be capable of providing basic troubleshooting steps and assistance to remove obstacles for clinicians/support staff in their work, and are expected to be able to have on-call availability for urgent situations where patient care is affected.

Collaborating closely with our Engineering Team is also an essential aspect of your role to effectively escalate issues requiring broader coordination and resolution. GitLab and Azure DevOps are the primary ticketing systems used for filing issues and requests. Continuous follow-ups and monitoring are expected until the issue is resolved end-to-end. In addition, you are expected to be able to present and take notes on meetings about issues encountered in Tech.

The ideal candidate should be comfortable navigating ambiguity due to the ever-evolving nature of our startup. To excel in this role, excellent problem-solving, communication, and organizational skills are essential.

A Healthcare IT Support Specialist is expected to:

• Maintain a reliable, high-speed internet connection

• Handle Tech Support requests filed by clinicians or patients from end to end

• Manage and organize various project tools (e.g., GitLab, AzureDevOps, spreadsheets, bug trackers, documents)

• Conduct Tech Calls for non-tech-savvy patients (mainly older adults) in the USA

• Guide patients through Android tablet usage and confirm settings through Samsung Knox

• Work with RPM devices to ensure they are connected and transmitting accurate data

• Collaborate with Engineering Team and Program Managers to escalate and resolve issues

• Assist clinicians and company support staff with technical issues

• Run queries and check analytics using Azure’s CosmosDB or Device Analytics

• Become extremely familiar with our proprietary app, tablets, RPM devices, and backend systems.

• Support clinical team with equipment setup and checking applied security policies

• Present and take notes on Technical meetings, specifically on issues encountered and plans to resolve them.
  

Qualifications and Experience

• Prior experience in a customer support role, such as Technical Support Specialist or Support Engineer

• Expertise in Android Tablets, Samsung Knox Suite, and Knox Manage

• Proficiency in managing Zoom Meetings and Zoom Phone

• Familiarity with medical devices (e.g., Blood Pressure monitor, Pulse Oximeter)

• Knowledge of Athenahealth preferred

• Experience using issue tracking software and remote support tools (e.g., Gitlab, Azure DevOps) is a plus

• Understanding of technology systems, particularly Google Workspace

• Positive, enthusiastic attitude and excellent English language skills (C2 level)

• Skilled in technical debugging techniques (e.g., analyzing metrics and logs on Azure)

• Strong written and verbal communication, problem-solving skills, and detail-oriented

• Ability to manage multiple priorities effectively

• Healthcare setting experience advantageous

Type of Role

• Full-time: 40 hours a week (Monday - Friday; 12pm - 8pm EST)

• Benefits: Flexible PTO and HMO coverage.

• Level: Mid-Career, 3-5 years relevant work experience

• Location: Remote