Product (Customer) Support Specialist

At Commure, our mission is to simplify healthcare. We have bold ambitions to reimagine the healthcare experience, setting a new standard for how care is delivered and experienced across the industry. Our growing suite of AI solutions spans ambient AI clinical documentation, provider copilots, autonomous coding, revenue cycle management and more — all designed for providers & administrators to focus on what matters most: providing care.

Healthcare is a $4.5 trillion industry with more than $500 billion spent annually on administrative costs, and Commure is at the heart of transforming it. We power over 500,000 clinicians across hundreds of care sites nationwide – more than $10 billion flows through our systems and we support over 100 million patient interactions. With new product launches on the horizon, expansion into additional care segments, and a bold vision to tackle healthcare's most pressing challenges, our ambition is to move from upstart innovator to the industry standard over the next few years.

Commure was recently named to Fortune’s Future 50 list for 2025 and is backed by world-class investors including General Catalyst, Sequoia, Y Combinator, Lux, Human Capital, 8VC, Greenoaks Capital, Elad Gil, and more. Commure has achieved over 300% year-over-year growth for the past two years and this is only the beginning. Healthcare's moment for AI-powered transformation is here, and we're building the technology to power it. Come join us in shaping the future of healthcare.

About the Role

As a Product (Customer) 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!

Key Responsibilities

• 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.
  

Requirements:

• 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.

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.

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.