Technical Support Specialist, Viz
Hourly Range: $36 / hour - $39 / hour + stock options
More information about location
AI-powered care coordination
Be an early applicant
AI-powered care coordination
201-500 employees
Be an early applicant
Hourly Range: $36 / hour - $39 / hour + stock options
More information about location
201-500 employees
Company mission
To make healthcare work faster and smarter.
Role
Who you are
- You are driven to help Viz reliably connect patients to life-saving care
- You excel at prompt, clear, and friendly communication
- You are never satisfied when a problem just goes away, you always get to the bottom of it
- You enjoy being a calm, clear, and caring voice when someone needs your help
- You thrive in a highly accountable environment, and are not afraid to have fun at work
- 2+ years experience providing enthusiastic and empathetic software as a service (SaaS) technical support and customer service to external customers
- Excellent communication skills (phone, email, chat, and documentation) with a track record of continuous improvement
- Hands-on experience with local and cloud networking, Amazon Web Services (AWS), virtualization, and iOS/Android mobile applications
- Linux system administration experience is preferred
- Healthcare interface/integration and medical imaging (DICOM) experience is a plus
- Experience supporting FDA-regulated software as a medical device (SaMD) is a plus
- You treat AI as a core part of your workflow, using tools like ChatGPT to enhance productivity and output
- As part of our commitment to health and safety, we require Viz.ai employees to be fully vaccinated before any in-person meetings unless you are exempt
What the job involves
- As a Technical Support Specialist, you'll be the first responder for external customers, tackling technical issues via phone, email, and text. Your responsibilities include logging and managing support cases, swiftly responding to monitored alerts, and collaborating with internal teams to coordinate resolutions
- Beyond issue resolution, you'll contribute to continuous improvement by identifying recurring problems and seeking customer feedback
- With proven experience, strong problem-solving skills, and excellent communication, you'll play a vital role in maintaining a positive customer experience
- Shift preferred: 11:00 AM PT - 7:00 PM PT, on-call weekend rotation
- Provide technical support for external technical and non-technical users of the Viz app and its infrastructure, supporting on-premises and cloud-based virtual machines and networks
- Collaborate with customer IT teams and internal Viz.ai customer-facing and technical teams to troubleshoot and resolve issues
- Document, triage, resolve, and escalate support cases promptly according to SLAs
- Share 24/7 on-call rotation for application and infrastructure monitoring and maintenance
- Listen to Viz users and engage internal teams to help delight Viz.ai customers
- Communicate with Viz.ai Product team regarding product update suggestions / feature additions based on customer feedback
- What success looks like:
- You ramp-up quickly and become a Viz technical expert within 60 days
- You routinely turn customers with issues into our biggest fans
- You are known for always being responsive and following through
- Your documentation and troubleshooting are top-notch
- You become an ally your teammates and customers know they can count on
Our take
In the U.S, strokes are the third leading cause of death killing more than 140,000 people annually. These fatality rates are partially a result of strokes being hard to diagnose, and once they occur it is often too late.
Viz uses artificial intelligence to rapidly identify stroke victims to provide treatment faster, aiming to save lives and the financial costs associated with medical treatment. The company achieves this by using machine learning which is trained to identify anomalies within brain scans that neuroscientists struggle to spot.
With a valuation of over $1 billion, in 2023, Viz secured capital from pharmaceutical giant Bristol-Meyers-Squibbs to develop an AI algorithm and provider workflow focused on detecting hypertrophic cardiomyopathy. This is part of Viz's objective of branching out from a focus on strokes into new healthcare territory, such as through its 2025 partnership with precision oncology company Guardant Health to combat lung cancer.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Mar 2023
$40m
GROWTH EQUITY VC
Apr 2022
$100m
SERIES D
Total funding: $292m
Company benefits
- Work from home opportunities
Company HQ
SoMa, San Francisco, CA
Leadership
Dr Chris Mansi
(CEO)Was a Neurosurgeon for 4 years before co-founding EDUSURG, an online medical education platform for surgeons, where they also served as CEO.
David Golan
(CTO)Was an algorithm developer at b-hive networks and VMware, before becoming a Teaching Assistant at Tel Aviv University. Was also a Postdoctoral Fellow at Stanford.
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