Job description
About Abridge
Abridge was founded in 2018 with the mission of powering deeper understanding in healthcare. Our AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most—their patients.
Our enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we are the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems.
We are a growing team of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense. We have offices located in the SoHo neighborhood of New York, the Mission District in San Francisco, and Lawrenceville in Pittsburgh.
The Role
Operations Manager, Technical Support
At Abridge, trust is our currency. We are committed to delivering exceptional products, services, and experiences to our customers. We are looking for a highly motivated Operations Manager, Technical Support to join our rapidly growing team and play a key role in scaling our customer support team. This role offers the unique opportunity to both build and lead the standing up technical troubleshooting processes, while ensuring top-notch service delivery and fostering a customer-centric culture.
We take our user experience and happiness seriously and consider the Support Team essential to the company’s success. In this role, you’ll set the standard for what incredible customer experience looks like at Abridge with both our enterprise and individual customers. You’ll be responsible for not only managing daily technical troubleshooting operations and responding to customers with care, but also building and scaling our tools and procedures to meet the growing demands of our business.
Ideally, you thrive in a startup environment, specifically with a culture that’s built on seeing obstacles as opportunities, having a bias toward execution, being a little nerdy and perpetually curious, and helping teammates and partners succeed. This is a truly unique role that will collaborate cross-functionally across our Support and Engineering teams to solve complex issues.
This is a hybrid role (2-3 days weekly) in our San Francisco office.
Your responsibilities:
Serve as the escalation point for ‘Tier 3’ support tickets and take on direct responsibility for final resolution with the end user/organization
Debug and troubleshoot complex issues to identify root causes
Develop processes and documentation for recurring issues to improve scalability and efficiency
Collaborate with the Engineering team on issues that exceed the tools of Support team at large
Contribute to training and Knowledge Base articles to document
Work closely with Support and Engineering teams on technical problem solving for unique partner-specific challenges
To be successful in this role, you:
Have excellent verbal and written communication skills and ability to tailor technically complex topics to your audience
Have keen attention to detail and ability to find creative solutions for complex problems
An ability to translate learnings into repeatable technical processes that can scale
Have the ability to smell smoke and escalate early, with proposed solutions.
Are creative and scrappy with strong problem solving skills and a bias to action.
Required Engineering Skills:
Familiar with how to call APIs
Have the ability to technically debug user-facing issues
Can translate user-facing problems into engineering-facing bug tickets
Familiar with tracking tools such as Jira or Linear
Familiarity with tools like Postman, Browser dev tools, Charles Proxy
Familiar with Typescript and Javascript
Familiar with GCP
Ideally you have:
Experience integrations into or working with electronic health record systems at large, complex organizations (Epic experience is ideal)
Familiarity with systems requiring strict adherence to privacy and security protocols
Knowledge of tiered support organizations and escalation protocols
1-2 years of experience with basic coding
2-3 years of experience in customer/technical support
2-3 years of experience collaborating closely with a development team
Familiar with Github and the PR process
Life at Abridge
At Abridge, we’re driven by our mission to bring understanding and follow-through to every medical conversation. Our culture is founded on doing things the “inverse” way in a legacy system—focusing on patients, instead of the system; focusing on outcomes, instead of billing; and focusing on the end-user experience, instead of a hospital administrator’s mandate.
Abridgers are engineers, scientists, designers, and health policy experts from a diverse set of backgrounds—an experiment in alchemy that helps us transform an industry dominated by EHRs and enterprise into a consumer-driven experience, one recording at a time. We believe in strong ideas, loosely held, and place a high premium on a growth mindset. We push each other to grow and expose each other to the latest in our respective fields. Whether it’s holding a PhD-level deep dive into understanding fairness and underlying bias in machine learning models, debating the merits of a Scandinavian design philosophy in our UI/UX, or writing responses for Medicare rules to influence U.S. health policy, we prioritize sharing our findings across the team and helping each other be successful.
How we take care of Abridgers:
Generous Time Off: 13 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees.
Comprehensive Health Plans: Medical, Dental, and Vision plans for all full-time employees. Abridge covers 100% of the premium for you and 75% for dependents. If you choose a HSA-eligible plan, Abridge also makes monthly contributions to your HSA.
Paid Parental Leave: 16 weeks paid parental leave for all full-time employees.
401k and Matching: Contribution matching to help invest in your future.
Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.
Learning and Development Budget: Yearly contributions for coaching, courses, workshops, conferences, and more.
Sabbatical Leave: 30 days of paid Sabbatical Leave after 5 years of employment.
Compensation and Equity: Competitive compensation and equity grants for full time employees.
… and much more!
Diversity & Inclusion
Abridge is an equal opportunity employer. Diversity and inclusion is at the core of what we do. We actively welcome applicants from all backgrounds (including but not limited to race, gender, educational background, and sexual orientation).
Staying safe - Protect yourself from recruitment fraud
We are aware of individuals and entities fraudulently representing themselves as Abridge recruiters and/or hiring managers. Abridge will never ask for financial information or payment, or for personal information such as bank account number or social security number during the job application or interview process. Any emails from the Abridge recruiting team will come from an @abridge.com email address. You can learn more about how to protect yourself from these types of fraud by referring to this article. Please exercise caution and cease communications if something feels suspicious about your interactions.
