Clinician Support Specialist (Contract)

Ambience Healthcare • San Francisco, CA

1d • $36 - $50 • Remote

About The Position

Ambience Healthcare is looking for a Clinician Support Specialist to serve as a frontline advocate for the clinicians using our AI-powered clinical documentation platform. You'll be part of a high-performing support team delivering world-class care across 35+ health system deployments — diagnosing complex technical issues, resolving them fast, and making sure clinicians can stay focused on what matters: their patients. This is a 12-month contract role working 1:00 PM – 9:00 PM EST, Monday through Friday, with one overnight on-call rotation per week (including potential weekend coverage).

Requirements

• 2+ years of experience in customer support, technical support, or a comparable role — ideally within healthcare or SaaS
• Demonstrated ability to troubleshoot complex, multi-factor technical issues and communicate resolutions clearly
• Strong written and verbal communication skills with a clinician-first, empathetic approach
• Experience building knowledge resources, streamlining workflows, and driving continuous improvement
• Comfort working across cross-functional teams and escalating trends effectively
• Availability for the 1:00 PM – 9:00 PM EST shift and one overnight on-call rotation per week, including potential weekend coverage

Nice To Haves

• Other contracting positions to be disclosed to Ambience during the candidate screening process.

Responsibilities

• Serve as the primary point of contact for clinicians experiencing issues with Ambience's AI documentation tools, delivering fast and empathetic support via Intercom, email, and other designated channels
• Diagnose and resolve complex technical issues related to Ambience's platform, EHR integrations, and user configurations — and escalate with clear documentation when needed
• Identify and surface recurring issue patterns to Engineering, CSM/CES, and Product teams for continuous improvement
• Build and maintain internal and external support resources including troubleshooting guides, FAQs, and SOPs in Notion and Intercom
• Respond to PagerDuty alerts and on-call escalations per team protocols
• Contribute to weekly and monthly reporting workflows across CSAT, FCR, and handling time metrics
• Participate in team meetings, 1:1s, and cross-functional syncs

Benefits

• Comprehensive medical, dental, and vision coverage for you and your dependents
• 401(k) with a company match of up to 3% of base salary
• A remote-friendly culture (with a San Francisco HQ) and full equipment provisioning to ensure you can work effectively from wherever you’re based.
• Parental leave to support your family needs
• Annual company-wide off-sites, team off-sites and regular team lunches and all-hands gatherings, with travel, lodging and meals covered
• Flexible time off with no annual cap, company-wide holidays and an annual holiday shutdown from December 24–January 1 designed to support real rest and long-term sustainability.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed