Agent Support Engineer

Assort Health•San Francisco, CA

3d•$115,000 - $140,000

About The Position

As an Agent Support Engineer, you will own post-implementation support for Assort accounts that require US-based data handling. You will manage L1/L2 tickets once customers are live and design the processes and playbooks that enable support to operate effectively at scale. You will design the post-live support model for your first account, investigate and resolve customer issues using logs, data, and internal tools, and work cross-functionally to resolve escalations and close the loop with customers. You will communicate with customer stakeholders, including executives, and track and improve support performance metrics.

Requirements

5+ years of customer support experience in SaaS or AI-first companies.
Strong verbal and written communication skills, with executive presence.
Concrete examples of going above and beyond for customers.
A track record of working cross-functionally and as a team player.

Nice To Haves

Healthcare or health tech experience.
Customer-facing experience.
Ability to read basic code.

Responsibilities

Own steady-state L1/L2 ticket management for accounts that require US-based data handling.
Design the post-live support model for the first account, including process design and playbook structure.
Investigate and resolve customer issues using logs, data, and internal tools.
Work cross-functionally to resolve escalations and close the loop with customers.
Communicate clearly with customer stakeholders, including executives, in writing and live.
Track and improve response and resolution SLAs, CSAT, and reopen rate.