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
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
Required Qualifications
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
Preferred Qualifications
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.
Compensation & Benefits
Meaningful equity compensation
Unlimited PTO
Premium health, dental, and vision coverage
401(k) plan
Remote work model
Top Skills
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