What are the responsibilities and job description for the Customer Support Specialist position at Knowtex?
About Knowtex
Knowtex is building the future of voice AI operating systems for clinicians, transforming how healthcare documentation happens at the point of care. Founded by Stanford AI scientists with deep clinical experience, we're experiencing explosive growth across both commercial health systems and federal healthcare, with our ambient documentation platform scaling rapidly to thousands of clinicians across hundreds of specialties. We're at an inflection point where cutting-edge AI meets real clinical impact, giving clinicians hours back each day to focus on what matters most - their patients.
Position Overview As the Customer Support Specialist, you will be the front-line “triage” point for support tickets and inquiries from our clinician and enterprise user base (including our VA integration). You will partner closely with our Customer Success Manager to ensure tickets are correctly categorized, prioritized, escalated, and resolved in a timely fashion. You will act as the glue between end users, internal teams (engineering, product, operations), and the Customer Success function. You should not require heavy supervision — you’ll own your queue and workflows, drive continuous improvement of support processes, and serve as a reliable escalation point for routine to moderately complex issues.
Key Responsibilities
Knowtex is building the future of voice AI operating systems for clinicians, transforming how healthcare documentation happens at the point of care. Founded by Stanford AI scientists with deep clinical experience, we're experiencing explosive growth across both commercial health systems and federal healthcare, with our ambient documentation platform scaling rapidly to thousands of clinicians across hundreds of specialties. We're at an inflection point where cutting-edge AI meets real clinical impact, giving clinicians hours back each day to focus on what matters most - their patients.
Position Overview As the Customer Support Specialist, you will be the front-line “triage” point for support tickets and inquiries from our clinician and enterprise user base (including our VA integration). You will partner closely with our Customer Success Manager to ensure tickets are correctly categorized, prioritized, escalated, and resolved in a timely fashion. You will act as the glue between end users, internal teams (engineering, product, operations), and the Customer Success function. You should not require heavy supervision — you’ll own your queue and workflows, drive continuous improvement of support processes, and serve as a reliable escalation point for routine to moderately complex issues.
Key Responsibilities
- Design clinical workflows optimized for ambient documentation across specialties
- Configure documentation templates for oncology, orthopedics, gastroenterology, and other specialties
- Validate AI-generated notes against E&M coding requirements and MDM levels
- Lead Epic Community Connect and Nordic partnership implementations
- Train clinical staff on best practices for voice documentation
- Develop specialty-specific implementation playbooks
- Collaborate with ML teams to improve clinical accuracy and relevance
- Support Clinical Decision Support (CDS) Console deployments
- Analyze documentation patterns to identify optimization opportunities
- Interface with EMR vendors for certification and integration requirements
- This role is open to candidates based in the Eastern Time Zone (U.S.) only.
- 2 years in customer support and ticketing systems in clinical informatics or healthcare technology
- Deep understanding of clinical documentation
- Excellent stakeholder management across clinical and technical teams
- Understanding of healthcare operations and clinical workflows
- Strong project management and training skills
- Experience creating or maintaining internal support documentation.
- Technical experience with React/Postgres, prompt engineering, AWS
- Experience with voice recognition or ambient documentation tools
- Experience with VA or federal healthcare systems
- Comfortable working with teammates and customers across EST, CST, and PST time zones, with flexibility for occasional cross-zone coordination.
- Meaningful equity compensation
- Unlimited PTO
- Premium health, dental, and vision coverage
- 401(k) plan
- Remote work model
Salary : $55,000 - $70,000