Operations Manager, Technical Support

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 East Liberty 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.

What You'll Do

• 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

What You'll Bring

• 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

• Basic coding skills

Bonus Points If...

• 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

• 2-3 years of experience in customer/technical support

• 2-3 years of experience collaborating closely with a development team