Support Engineer
About Artisight
Artisight transforms hospital operations with its Smart Hospital Platform, helping health systems reduce costs, improve efficiency, and enhance patient care. Guided by deep clinical expertise and powered by NVIDIA GPUs, Artisight’s voice-activated sensors and computer vision technology enable real-time observation, virtual nursing, and automated documentation directly in the EHR. The platform integrates seamlessly with existing workflows to reduce staff burden, accelerate patient throughput, and improve safety. More than 400 hospitals across 30 health systems trust Artisight to deliver measurable results, including cutting patient falls by over 50%, reducing nurse turnover, and saving millions annually.
About the Role
We're seeking a Support Engineer to act as first-line for our Support 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 Thursday to Sunday, from 8 a.m. CST to 6 p.m. CST and also requires U.S. work authorization.
This role also contains a rotating on-call component roughly once every 6 weeks.
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What You’ll Do
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.
Partner with Client Success and Product Managers to share and understand customer feedback and improve technology and relationships.
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.
What you have
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
Bonus Points For
Experience with healthcare
Experience collaborating with field service engineers and/or implementation engineers
Desire to learn and grow with the company
Why You’ll Enjoy This Role
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, Technical Account Managers, and other support staff
Benefits: Competitive health plans, accrued PTO - 15 days per year, paid parental leave
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Equal Opportunity EmployerArtisight is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.
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Careers at ArtisightTo learn more about our culture and the total rewards we offer, visit our Careers page.