Customer Support Specialist at Knowtex

This mid-level role is ideal for a healthcare technology professional who understands the nuances of clinical documentation and EMR workflows. The team is looki

Work type: remote

Location: Remote - United States

Salary: $55,000 – $70,000/yr

Type: Full-time

Summary

This mid-level role is ideal for a healthcare technology professional who understands the nuances of clinical documentation and EMR workflows. The team is looking for someone with at least 2 years of experience in clinical informatics or health-tech support. Since this position involves "triage" for AI-generated medical notes, you’ll need a strong grasp of E&M coding, specialty-specific templates (like Oncology or Orthopedics), and the ability to work independently without heavy supervision. The position offers a salary of $55k–$70k plus meaningful equity, providing a "ground floor" opportunity at a fast-growing AI startup. You’ll enjoy the flexibility of a remote-first culture with unlimited PTO and premium health benefits. It’s a high-impact role where you aren't just answering tickets; you’re designing workflows and collaborating directly with ML teams to refine cutting-edge ambient voice technology. **You might be a good fit if you:** * Live in the **Eastern Time Zone** (strict requirement). * Have a background in clinical informatics or training clinicians on software like Epic. * Are comfortable "owning" a support queue and investigating technical issues (bonus points for React/SQL or prompt engineering exposure). * Want to help solve clinician burnout by scaling AI voice documentation.

Job Description

## About Knowtex

Knowtex is transforming healthcare documentation through ambient AI scribing technology. We're partnering with the Department of Veterans Affairs to deploy our solution across the VA healthcare system, helping clinicians reduce documentation burden, reclaim time for patient care, and combat burnout.

We're in a critical growth phase: scaling from 200 to 7,500 active users over the next 90 days, with plans to reach 150,000 users within 3 years. This is a high-impact, high-visibility role supporting those who serve those who served.

## The Role

As Customer Support Specialist, you will build and lead the support function that ensures VA clinicians can effectively use Knowtex to document patient encounters. You'll be responsible for the entire support lifecycle—from initial troubleshooting to systemic problem identification, team building, and continuous improvement.

This is a player-coach role: You'll be hands-on with support tickets in the early days while simultaneously building the infrastructure, team, and processes to scale. You'll work at the intersection of healthcare, technology, and operations—balancing urgent user needs with long-term strategic planning.

## What Success Looks Like

In 90 Days:






In 6 Months:






In 1 Year:






## Key Responsibilities

1. Support Operations Management (40%)






2. Technical Troubleshooting & Problem Solving (25%)






3. Team Building & Leadership (20%)






4. VA Stakeholder Engagement (15%)






## Required Qualifications

Experience





Technical Skills





Soft Skills






## Preferred Qualifications





## What Makes This Role Unique

### High-Impact Mission

You'll directly support clinicians caring for America's Veterans. Every issue you resolve, every system you improve, every minute you save contributes to better Veteran healthcare and clinician well-being.

### Greenfield Opportunity

You're not inheriting a broken support function—you're building it from scratch. You'll have the autonomy to implement best practices, choose tools, design processes, and create the support culture from day one.

### Strategic Visibility

This isn't a back-office role. You'll present support insights to VA leadership, contribute to quarterly evaluations, and directly influence product roadmap. Your data and recommendations will shape company strategy.

### Scale & Complexity

200 to 150,000 users in 3 years. Few support leaders get to build for this trajectory. You'll face challenges that will stretch your skills and accelerate your growth exponentially.

### VA Partnership

Working with the VA means navigating bureaucracy, but it also means working with mission-driven people committed to serving Veterans. You'll develop deep expertise in one of America's largest healthcare systems.

## Our Commitment to Diversity & Inclusion

We strongly encourage applications from individuals with lived experience in military or VA healthcare settings, including Veterans, military family members, and VA employees. We're committed to building a team that reflects the diversity of the Veterans we serve.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Location: Remote (U.S.-based, must accommodate VA healthcare operational hours)
Reports to: Director of Customer Delivery
Travel: Up to 20% (VA site visits, training events, quarterly team meetings)

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