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About the Role
The Clinician Support Specialist serves as a frontline advocate for clinicians using Ambience's AI-powered clinical documentation platform. This role involves diagnosing and resolving complex technical issues to ensure clinicians can focus on patient care. This is a 12-month contract position with a fixed shift and weekly on-call rotation.
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, escalating 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
Requirements
- 2+ years of experience in customer support, technical support, or a comparable role, ideally within healthcare or SaaS
- Disclosure of other contracting positions to Ambience during the candidate screening process
- 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
Skills
- Customer support
- Technical support
- Troubleshooting complex technical issues
- Written communication
- Verbal communication
- Empathetic communication
- Knowledge resource building
- Workflow streamlining
- Continuous improvement
- Cross-functional collaboration
- Issue escalation
Location
- Remote
- San Francisco, CA
Work Type
- Contract
- Full-time
- Remote
Experience Level
- 2+ years of experience
Salary/Compensations
- $75,000 - $105,000
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
- Full equipment provisioning
- Parental leave
- 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
- Annual holiday shutdown from December 24–January 1
About the Company
- Ambience is building an AI intelligence platform to restore humanity to healthcare and drive meaningful ROI for health systems.
- The technology helps providers focus on delivering great care by removing administrative burdens.
- Ambience delivers real-time coding-aware documentation and clinical workflow support across ambulatory, emergency, and inpatient settings at top health systems in North America.
- Ranked #1 for Improving the Clinician Experience in the KLAS Research Emerging Solutions Top 20 Report.
- Recognized by Fast Company as one of the Next Big Things in Tech.
- Named one of the best AI companies in healthcare by Inc.
- Selected as a LinkedIn Top Startup in 2024 and 2025.
- Backed by Oak HC/FT, Andreessen Horowitz (a16z), OpenAI Startup Fund, and Kleiner Perkins.
- Teams operate relentlessly with extreme ownership to build the best solutions for health system partners.
- Values candor, positivity, and deep thought.
- Offers a high-ownership, high-trust environment for fast growth and decisive operation.
- Focuses on mission-critical AI technology that directly improves clinicians’ day-to-day lives and health system financial health.
- Fosters a 'dream team' culture that hires exceptional people, expects exceptional outcomes, and invests deeply in feedback and continuous growth.
- Operates with real ownership and accountability, expecting individuals to drive work to completion.
Equal Opportunity
- Ambience Healthcare is an equal opportunity employer and is committed to building a diverse and inclusive workplace.
- Does not discriminate on the basis of race, color, religion, sex, gender identity or expression, sexual orientation, national origin, age, disability, veteran status, genetic information, or any other legally protected status.
- Encourages applicants from all backgrounds to apply.
- Committed to supporting every candidate’s ability to fully participate in the hiring process.
- Accommodations for application or interviews can be requested by reaching out to the Recruiting team at accommodations@ambiencehealthcare.com.
- Requests will be handled confidentially to ensure an accessible and equitable experience for all candidates.