At Commure, we're building the AI Operating System for healthcare, the foundation that defines how care is delivered, documented, and financed. Our platform spans the full care journey: Ambient AI and Dictation eliminating documentation burden at the point of care, intelligent Agents automating patient and revenue workflows, and autonomous RCM processing billions in claims, all on a single AI-native platform integrated with 60+ EHRs. Healthcare carries a $1 trillion administrative burden and we're at the center of transforming it. Today, 500,000+ clinicians across 500+ healthcare organizations nationwide trust Commure to handle $25B+ in annual claims and support over 200 million patient interactions. Our latest $70M raise at a $7B valuation reflects the confidence the market has placed in this mission. Our team works directly alongside clinicians, not through layers of process, which means the gap between what you build and its impact on patient care is immediate. We move fast, deploy daily, and take full ownership from early thinking to production. If you're energized by hard problems, high stakes, and a team that holds itself to a high bar, you'll find your people here. The future of healthcare is being built right now. Come deliver this transformation. ABOUT THE ROLE As a Product Support Specialist, you will serve as the frontline expert across multiple Commure products and technologies within our ambient platform. This role bridges problem-solving, product knowledge, and customer empathy, ensuring our clinician users experience seamless, uninterrupted performance across all products and workflows. You’ll collaborate closely with Engineering, Product, and Operations teams to triage complex issues, identify root causes, and drive continuous product improvement based on real-world user feedback. If you are passionate about serving customers, have a strong sense of collaboration, and learn troubleshooting steps quickly, this may be the perfect role for you! WHAT YOU'LL DO * Serve as the primary point of contact for Commure users across multiple product lines, providing timely, empathetic, and effective support. * Diagnose, troubleshoot, and resolve issues spanning software applications, mobile, network connectivity, and EHR integrations. * Leverage logs, monitoring tools, and diagnostic procedures to conduct root-cause analyses and implement fixes or coordinate escalations. * Maintain cross-functional communication with Operations, Engineering, Product, and Global IT to ensure issue visibility, escalation, and follow-through. * Document incidents, insights, and solutions in Zendesk, Click Up, Retool, and internal dashboards to enable data-driven decision-making. * Provide feedback to the Product and Engineering teams on recurring issues, usability gaps, or opportunities for product improvement. * Support new product launches, feature rollouts, and beta initiatives by providing user insights and post-deployment feedback. Uphold service quality through SLA adherence, accurate reporting, and continuous improvement of support workflows. * Participate in knowledge base development, ensuring up-to-date troubleshooting guides, FAQs, and documentation for internal and external audiences. WHAT YOU HAVE * 0–2 years of experience in technical, customer, or product support (preferably in SaaS or technology environments). * Proven ability to learn complex concepts quickly and apply structured troubleshooting. * Excellent verbal and written communication in English; able to articulate complex concepts clearly and empathetically. * Strong analytical and multi-tasking skills, with attention to process compliance and detail. * High sense of ownership, accountability, and customer focus. * Comfortable working hybrid/night shifts to align with US time zones. * Bachelor’s or Master’s degree in any discipline from a recognized institution. Please be aware that all official communication from us will come exclusively from email addresses ending in @getathelas.com, @commure.com or @augmedix.com. Any emails from other domains are not affiliated with our organization. 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.