Technical Support Specialist

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we've been focused on building a delightful, world-class experience that empowers physicians to deliver phenomenal care to patients. Customer support has been the same job for twenty years: a queue, a ticket, an SLA, a closed case. That's ending, fast. Over the next 6–9 months, AI will take on more of the routine, repetitive cases at Elation. That doesn't shrink the human role — it builds on it. The work becomes product intelligence: shaping how AI handles conversations, holding the customer-trust moments that need real judgment, and turning patterns into priorities Engineering delivers. We're hiring Technical Support Specialists to anchor that shift: people who don't just close tickets, but build the systems that eliminate them, design how AI handles conversations, and turn customer patterns into product priorities. You might’ve been the person on a team who builds the dashboards, automations, or workflows that make everyone else better from a Support, Implementation, CS Ops, or Analyst seat. Now you want to formalize that work as the role itself. As a Technical Support Specialist, you'll bring empathy and judgment to the cases that need it most, own the quality of AI-driven solutions in your domain, and synthesize patterns that influence Product and Engineering roadmaps. We hire for judgment, taste, and curiosity, not process adherence. The bar isn't how many cases you closed ; it's how much you reshaped the conditions under which cases happen . Role and Responsibilities Use Good Judgment to Solve Cases. Own customer escalations with cases that genuinely require seasoned judgment, the ones AI can't safely close. Build and protect customer trust in moments that matter. Build and own AI quality. Configure AI within Elation's stack (intents, knowledge sources, escalation rules), build lightweight external automations, and own the quality of AI outputs in your domain. Synthesize and partner with Product/Eng. Produce formal weekly and monthly insights, participate in roadmap conversations with Product Development teams, and mentor Associates on their build and synthesis work. What success looks like in your first 6 months Shipped 3–5 AI solutions A monthly drumbeat of synthesized insights that Product and Engineering act on, with visible impact on customer experience or a measurable drop in case volume Owns a measurable case-volume reduction in your domain by making cases not happen, not by closing them faster You question default workflows instead of just executing them, and you ship more by removing work, not just doing more of it. You build with AI to make yourself and the teammates around you faster — automating triage, drafting responses, prototyping internal tools, and turning one-off builds into reusable patterns Associates can run with . Mentors Associate teammates on AI builds and pattern synthesis Professional Qualifications 0-4+ years of relevant experience inSupport, Implementation, CS Ops, embedded data analyst, or AI/automation tinkerer in any field. A concrete portfolio of things you've built or shipped: prompt-engineered systems, dashboards, automations — with evidence of outcomes Strong customer-facing communication and trust-building skills Pattern recognition and synthesis muscle AI-native default. Reaches for AI tools first, treats ambiguity as the work rather than a blocker, and wants to learn how to configure and supervise these systems — not just use them A deep desire to drive results for our customers, with high ownership over the outcomes you own Curiosity and natural problem-solving instincts An instinct to raise the bar for the teammates around you — teaching others to build and synthesize, not just modeling it yourself Show us your work Along with your application, in a cover letter send us: 2–3 things you've built or shipped that changed a metric or outcome