Support Engineer

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.

We're seeking a Support Engineer to act as first-line application support for our engineering team. In this role, you'll provide product expertise for end-users, handle escalated issues, and serve as a key contact for clients while analyzing their needs and translating them into technical requirements and solutions, and help create the hospital of tomorrow across the organization.

This is a remote role for second shift, Monday to Friday 2:00 to 10:30 CT, and requires U.S. work authorization.

• Partner with Client Success and Product Managers to share and understand customer feedback and improve technology and relationships.
• Contribute to written documentation, internal knowledge base articles, recorded tutorials, and processes that outline solutions for common client issues and requests.
• Support and improve client support operations by managing tickets in a timely manner and responding to application issues via phone, email, and computer chat.
• Analyze systems requirements by consulting with users and applying analysis techniques to determine hardware, software, and system functional specifications.
• Communicate progress by running diagnostics to resolve customer reported issues and following up with customers to ensure issues are resolved, while working cross-functionally across departments to ensure healthy communications and provide clients with the best experience.
• Learn and gain exposure to all of our tools to become a product knowledge expert.

• Experience (5+ years) working in technical customer-facing roles, preferably in the Enterprise Technology space
• Demonstrated ability to diagnose and resolve basic computer and application technical issues with excellent problem-solving skills and willingness to go above and beyond
• Comfort working with Service Desk ticketing applications and knowledge of ITIL and Service Desk industry best practices
• Knowledge of Microsoft products including Windows operating system, Mac OS, and Office applications
• Strong oral communication skills and a collaborative working style
• A thoughtful, organized approach to managing Help Desk tickets with detailed documentation
• Ability to work through ambiguity, deal with shifting priorities, and learn quickly to apply new skills

• Experience with healthcare or AI industry
• Experience collaborating with field service engineers and/or implementation engineers
• Desire to learn and grow with the company

• Impact: Create the hospital of tomorrow by providing expert support and translating client needs into technical solutions that improve customer experience
• Growth: Build deep product expertise in healthcare and AI with opportunities to advance into Implementation Engineer roles
• Team: Who you’ll collaborate with Implementation Engineers and Field Service Engineers 
• Benefits: Competitive health plans, accrued PTO - 15 days per year, paid parental leave

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.