Technical Support Engineer - job 1 of 2

Healthcare providers go into medicine to care for people, but end up losing valuable time each day to admin work and other workplace challenges. Time that could otherwise be spent helping patients. And patients end up suffering as a result. At Athelas + Commure, we build solutions that simplify providers' lives and keep them connected to their patients so they can focus on doing what matters most: providing care. 

Our innovative suite of software and hardware – augmented by advanced LLM AI, RTLS, and healthcare workflow automations – boosts efficiency across every domain of healthcare, freeing up healthcare providers to spend more of their time caring for patients. Our growing suite of technologies include staff duress alerting, asset tracking, patient elopement, revenue cycle management, clinical documentation and intake, provider copilots, patient engagement and communication, home health, remote patient monitoring, and more.

Today, we support over 250,000 clinicians across hundreds of care sites around the country. And we’re only just getting started: Healthcare’s watershed moment for AI-powered transformation is here – so join us in creating the technology to power healthcare!

About the Role

Commure + Athelas is seeking a Technical Support Engineer II to join our Technical Support Team. You will provide both technical and operational support for the PatientKeeper product line, focusing on customer satisfaction and efficient support operations. With a data-driven and customer-focused mindset, you'll be viewed as a key liaison with the functional teams and clients. 

This full-time remote position will work with PatientKeeper’s clients to troubleshoot and resolve technical and usage issues on both the frontend and backend of the application. A combination of exceptional technical aptitude, analytical skills, customer service orientation and communications skills are crucial for success in this position. You will play a vital role in ensuring the quality and reliability of PatientKeeper client systems, directly impacting the quality of care for hundreds of thousands of patients every day across the US, Canada and UK.

What You'll Do

• Provide technical support for healthcare software applications via phone, email, and remote sessions, focusing on resolving client issues and ensuring optimal system performance.

• Troubleshoot and resolve application issues, including system errors, data discrepancies, network connectivity, and interface problems.

• Document and maintain support cases in the company CRM system (Salesforce), tracking all support activities and resolutions.

• Develop and maintain support documentation and knowledge base articles in Jira/Confluence

• Collaborate with clients to understand their workflows and provide guidance on system usage and best practices.

• Work closely with Engineering and Product teams to identify and resolve software defects and implement software updates.

• Assist with system upgrades, configuration changes, and optimizations to maintain system integrity and performance.

• Conduct training sessions for internal teams and clients to enhance their understanding and utilization of the software applications.

• Participate in on-call rotations to provide 24x7 client support.

What You Have

• Bachelor’s degree in Computer Science, Information Technology, Healthcare Administration, or a related field, or equivalent work experience is required.

• 1-3 years of experience in a technical support role, preferably within the healthcare industry.

• Strong analytical and problem-solving skills.

• Excellent verbal and written communication skills.

• Ability to manage multiple priorities in a fast-paced environment.

• Experience with SQL and database management.

• Understanding of healthcare workflows and clinical documentation processes.

• Understanding of web technologies (such as Apache, Tomcat, JSP, PHP, HTML, XML, or JavaScript) is preferred.

• Knowledge of HL7, FHIR, and other healthcare data exchange standards is preferred.

• Prior experience in Healthcare IT either in a provider setting or with a company providing healthcare information systems is preferred.

• Previous experience working in a healthcare provider setting is preferred.

• Exposure to Meditech or other HIS is a plus is preferred.

Why you’ll love working at Athelas + Commure:

• Highly Driven Team: We work hard and fast for exceptional results, knowing we’re doing mission-driven work to transform the country’s largest sector. 

• Strong Backing: We are backed by top investors including General Catalyst, Sequoia, Y Combinator, Lux, Human Capital, 8VC, Greenoaks Capital and Elad Gil. 

• Incredible Growth: Prior to our merger in late 2023, Commure and Athelas had independently grown more than 500% YoY for three consecutive years. We’ve achieved Series D funding, have an industry-leading runway, and continue to scale rapidly. 

• Competitive Benefits: Unlimited PTO, medical, dental, vision, excellent maternity and paternity paid time off.

Athelas + Commure is committed to creating and fostering a diverse team. We are open to all backgrounds and levels of experience, and believe that great people can always find a place. We are committed to providing reasonable accommodations to all applicants throughout the application process.

Employees will act in accordance with the organization’s information security policies, to include but not limited to protecting assets from unauthorized access, disclosure, modification, destruction or interference nor execute particular security processes or activities. Employees will report to the information security office any confirmed or potential events or other risks to the organization. Employees will be required to attest to these requirements upon hire and on an annual basis.