Technical Support Specialist

About Viz.ai

Viz.ai is transforming healthcare with AI-powered care coordination. Our intelligent platform, Viz.ai One®, leverages advanced artificial intelligence to detect disease earlier, triage patients faster, and connect care teams in real time across more than 1,800 hospitals and health systems in the U.S. By streamlining complex clinical workflows and enabling critical decisions at the point of care, Viz.ai helps improve patient outcomes while delivering measurable value to providers, payers, and life sciences partners. Backed by extensive real-world clinical evidence, Viz.ai is shaping the future of healthcare delivery. Learn more at www.viz.ai.

The Role: 

As a Technical Support Specialist, you'll be the first responder for external customers, tackling technical issues via phone, email, and text. Your responsibilities include logging and managing support cases, swiftly responding to monitored alerts, and collaborating with internal teams to coordinate resolutions. Beyond issue resolution, you'll contribute to continuous improvement by identifying recurring problems and seeking customer feedback. With proven experience, strong problem-solving skills, and excellent communication, you'll play a vital role in maintaining a positive customer experience.

Shift preferred: 

During first three months (training), the hours will be 11:00 am EST - 8:00 pm EST.  Post-training, the hours may change to 9:00 am EST - 6:00 pm EST

You will:

• Provide technical support for external technical and non-technical users of the Viz app and its infrastructure, supporting on-premises and cloud-based virtual machines and networks
• Collaborate with customer IT teams and internal Viz.ai customer-facing and technical teams to troubleshoot and resolve issues
• Document, triage, resolve, and escalate support cases promptly according to SLAs
• Share 24/7 on-call rotation for application and infrastructure monitoring and maintenance
• Listen to Viz users and engage internal teams to help delight Viz.ai customers
• Communicate with Viz.ai Product team regarding product update suggestions / feature additions based on customer feedback

You will love this job if:

• You are driven to help Viz reliably connect patients to life-saving care
• You excel at prompt, clear, and friendly communication
• You are never satisfied when a problem just goes away, you always get to the bottom of it
• You enjoy being a calm, clear, and caring voice when someone needs your help
• You thrive in a highly accountable environment, and are not afraid to have fun at work

Requirements:

• 2+ years experience providing enthusiastic and empathetic software as a service (SaaS) technical support and customer service to external customers
• Excellent communication skills (phone, email, chat, and documentation) with a track record of continuous improvement
• Hands-on experience with local and cloud networking, Amazon Web Services (AWS), virtualization, and iOS/Android mobile applications
• Linux system administration experience is  preferred
• Healthcare interface/integration and medical imaging (DICOM) experience is a plus
• Experience supporting FDA-regulated software as a medical device (SaMD) is a plus
• You treat AI as a core part of your workflow, using tools like ChatGPT to enhance productivity and output.

What success looks like:

• You ramp-up quickly and become a Viz technical expert within 60 days
• You routinely turn customers with issues into our biggest fans
• You are known for always being responsive and following through
• Your documentation and troubleshooting are top-notch
• You become an ally your teammates and customers know they can count on

Viz offers competitive benefits, including medical, dental, vision, 401k, generous vacation, and other great benefits to full-time employees.  

Viz.ai is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. If you’re applying for a position in San Francisco, review the San Francisco Fair Chance Ordinance guidelines applicable in your area.

Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Hourly Range: 

• Tier 1 (San Francisco/North Bay Area/Silicon Valley): $38 - $45 / hour
• Tier 2 (NYC/NJ/CT Metro/Seattle/CA East Bay): $37 - $43 / hour
• Tier 3: (Other locations): $31 - $41 / hour

Compensation includes hourly rate, bonus and stock options

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