Technical Product Support Specialist (Level 3) - AnsibleHealth, Inc. - South Africa

What is Ansible Health? At Ansible Health, a diverse mix of clinicians, engineers, and healthcare executives share a common vision: transforming how healthcare is delivered for patients with chronic diseases, beginning with those dealing with chronic respiratory conditions. Our team is a collection of talent from prestigious medical institutions like Columbia, New York Presbyterian, Emory, Johns Hopkins, and technology powerhouses such as Google, Amazon, and DE Shaw & Co. This unique blend of skills allows us to merge cutting-edge technology and superior clinical knowledge to deliver personalized, efficient care at scale. Our commitment to patients is unwavering. We believe that healthcare should be accessible, efficient, and patient-focused. Our ambition goes beyond typical industry practices or manipulating RAF scores; we are building a business with improving patient health outcomes at its heart. Currently operating across half a dozen states in the US and on a rapid growth trajectory, Ansible Health has established robust partnerships with top healthcare systems such as Sentara Health Systems, Carilion Clinic, and the University of Virginia (UVA). Having recently closed our series A funding in mid-2023 with prominent investors like Bessemer, First Round Capital, AlleyCorp, and Breyer Capital, our expansion is accelerating. With Ansible Health, you are joining a transformation in healthcare delivery. This isn't just about observing changes in healthcare; it's about actively contributing to them. We are enthusiastic about the future we are constructing and extend an open invitation to join us on this journey. Together, we can reshape healthcare for the better. The Job at a Glance As a Technical Product Support Specialist, your primary responsibility is to provide patients with exceptional technical support for our products and services. You will conduct Tech Calls for non-tech-savvy patients in the USA, who are mainly older adults. These calls involve guiding them through using their Android tablet and verifying it in the backend through Samsung Knox, ensuring that the RPM devices are connected and transmitting accurate data, and assisting them in joining their appointments via Zoom meetings. Occasionally, patients may require additional help with the above-mentioned steps during their time in our program. In some instances, verifying data through Azure (Device Analytics and CosmosDB) may be necessary. These steps enable patients to manage their conditions holistically at home while allowing clinicians to provide remote care. Furthermore, you will support our clinical team by helping them set up their equipment (monitor, laptop, camera, etc.) and ensuring they are prepared for their virtual appointments. They may also require assistance with athenahealth tasks such as modifying visits and checking in/out. Generally, you will handle Tech On-Call duties, which demand a solid understanding of our tech stack and products (i.e., Android Tablet, Zoom meetings and phone, Google Workspace). You should be capable of providing basic troubleshooting steps and assistance to remove obstacles for clinicians/support staff in their work. Collaborating closely with our Engineering Team is also an essential aspect of your role to effectively escalate issues requiring broader coordination and resolution. GitLab and Azure DevOps are the primary ticketing systems used for filing issues and requests. Continuous follow-ups and monitoring are expected until the issue is resolved end-to-end. In addition, you are expected to present and take notes on meetings about issues encountered in Tech. The ideal candidate should be comfortable navigating ambiguity due to the ever-evolving nature of our startup. To excel in this role, excellent problem-solving, communication, and organizational skills are essential. A Technical Product Support Specialist is expected to: Conduct Tech Calls for non-tech-savvy patients (mainly older adults) in the USA Guide patients through Android tablet usage and confirm settings through Samsung Knox Work with RPM devices and ensure they are connected and transmitting accurate data Collaborate with Engineering Team and Program Managers to escalate and resolve issues Run queries and check analytics on Azure’s CosmosDB or Device Analytics Assist with joining Zoom meetings and using Zoom Phone Support clinical team with equipment setup and checking applied security policies Handle Tech Support requests filed by clinicians or patients from end to end Manage and organize various project tools (e.g., GitLab, AzureDevOps, spreadsheets, bug trackers, documents) Present and take notes on Technical meetings, specifically on issues encountered and plans to resolve them. Maintain a reliable, high-speed internet connection Qualifications and Experience: Prior experience in a customer support role, such as Product Support Specialist or Support Engineer Expertise in Android Tablets, Samsung Knox Suite, and Knox Manage Proficiency in managing Zoom Meetings and Zoom Phone Familiarity with medical devices (e.g., Blood Pressure monitor, Pulse Oximeter) Knowledge of Athenahealth preferred Familiarity with issue tracking software and remote support tools (e.g., Gitlab, Azure DevOps) is a plus Understanding of technology systems, particularly Google Workspace Positive, enthusiastic attitude and excellent English language skills (C2 level) Skilled in technical debugging techniques (e.g., analyzing metrics and logs on Azure) Strong written and verbal communication, problem-solving skills, and detail-oriented Ability to manage multiple priorities effectively Healthcare setting experience advantageous Screening activity or Test Please create a separate Google document for your answers to the assessment task below, and send it directly to michael.mallariansiblehealth.com. Part 1 Do a 60-second or less voice recording using https://vocaroo.com/ answering the question below: Based on the aforementioned qualifications and expectations, please identify which of the following bullet points you possess and elaborate on your experience with them. Part 2 As the only tech support representative for Zoom, you observe that within a 24-hour period, there have been five consecutive reports from users experiencing difficulties logging into their meetings using the meeting codes provided in their calendar invites. Please explain your next steps using 150 words or less. Powered by JazzHR Apply Now

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Technical Product Support Specialist (Level 3) - South Africa

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