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pagerduty saas intercom notion ehr📋 Description
- Primary contact for clinicians using Ambience AI docs via Intercom/email
- Diagnose/resolve Ambience platform and EHR integration issues; escalate with docs
- Surface recurring issues to Engineering/CSM/Product for improvement
- Build/update troubleshooting guides, FAQs, and SOPs in Notion and Intercom
- Respond to PagerDuty alerts and on-call escalations per protocol
- Contribute to CSAT, FCR, and handling-time reporting
- Participate in team meetings, 1:1s, and cross-functional syncs
🎯 Requirements
- 2+ years in customer/technical support; healthcare or SaaS preferred
- Troubleshoot complex multi-factor issues and communicate resolutions
- Strong written and verbal communication with clinician-first approach
- Experience building knowledge resources and driving workflow improvements
- Comfort working across cross-functional teams and escalating trends
- Availability for 1:00 PM–9:00 PM EST shift with weekly overnight on-call
🎁 Benefits
- Remote-friendly culture with SF HQ and equipment provisioning
- Comprehensive medical, dental, and vision for you and dependents
- 401(k) with company match up to 3%
- Parental leave to support your family needs
- Annual company/off-site events with travel, lodging and meals
- Flexible time off with no annual cap and holiday shutdown
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