Support Engineer Lead

About Artisight, Inc.

Artisight, Inc., is a smart hospital platform powered by industry-defining artificial intelligence to provide virtual care, quality improvement, and care coordination. Anchored in deep clinical knowledge and industry-defining artificial intelligence, Artisight’s state-of-the-art computer vision and robust multi-sensor network adapts in real-time to specific environments and workflows, unlocking previously inaccessible data and ensuring seamless integration into your healthcare ecosystem.

About the role

We are seeking a Support Engineer Lead to act as first-line application support for our engineering team and ultimately help us to create the hospital of tomorrow.

What you'll do

• Leading and mentoring the Technical Support Team, communicating and adhering to procedures, policies and goals; monitoring queues and assisting with daily requests;
• Provide product expertise for end-users, handling escalated issues. You’ll act as a key contact for clients. You’ll analyze client needs and assist clients in translating these needs into technical requirements and solutions.
• You’ll help create written documentation outlining proposed solutions for common client issues and requests, which may include written internal knowledge base articles, recorded tutorials, and other processes.
• Utilize application of systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications.
• Provide client support, solutions and assistance by ensuring the team is managing support tickets in a timely manner; responding to application issues via phone, email and computer chat.
• Learn and gain exposure to all of our tools to become a product knowledge expert.
• Work cross-functionally with different departments to grow your knowledge and ensure we have healthy communications across the organization and truly provide our clients with the best experience.
• Work with Client Success and Product Managers to share feedback to understand customer feedback and improve technology/relationships.
• Run diagnostics to resolve customer reported issues.
• Take lead on escalating issues to the Engineering Team.
• Follow-up with customers to ensure issues are resolved.

Qualifications

• Experience (5+ years) in technical customer facing roles, preferably in the Enterprise Technology space.
• Flexibility to work a variety of schedules
• Knowledge of Service Desk ticketing applications
• Knowledge of ITIL and Service Desk industry best practices
• Knowledge of Microsoft products including the Windows operating system, Mac OS and Office applications
• Excellent oral communication skills
• Detail oriented in order to keep detailed notes on tickets
• Highly organized to keep Help desk tickets order
• Ability to diagnose and resolve basic computer and application technical issues
• Ability to work through ambiguity and deal with shifting priorities
• Excellent problem solving skills and willingness to go above and beyond
• Desire and ability to learn quickly and apply new skills

Nice to haves

• Experience in the healthcare or AI industry
• Experience leading a team of Support Technicians
• Desire to learn and grow with the company

Artisight is committed to fostering a diverse and inclusive workplace where individuals of all backgrounds, experiences, and identities are welcomed and valued. 

We actively encourage and welcome all candidates apply for this position, regardless of whether they meet 100% of the listed qualifications. We recognize that qualifications are not solely determined by a checklist but also by an individual's potential, growth mindset, and capacity to learn and contribute effectively to our team.

Our recruitment and selection processes are designed to be fair and equitable, and we strive to eliminate any biases that may exist. We value diversity not only in terms of physical identity, e.g., gender, race, ethnicity, etc but also in perspectives, experiences, and backgrounds.

We believe that a diverse workforce enriches our organization by bringing a variety of perspectives, ideas, and experiences to the table. We are committed to promoting a culture of inclusion and respect, and we actively seek to create an environment where everyone can thrive and contribute to our success.

We invite all qualified individuals to consider joining our team and contributing to our mission and vision. Your unique talents and perspectives are valued assets that can help us achieve our goals.