Enterprise Product Support Engineer

Who we are:

Founded in 2016, K Health's mission is to deliver accessible, high-quality healthcare at scale. As a leading clinical AI company in primary care, K Health has developed a suite of clinical AI agents that enhance provider efficiency and improve patient outcomes. K Health's virtual primary care platform is enhanced by an AI copilot to complete the initial patient intake, summarizing relevant history from the EMR, and generating “the perfect note” to reduce the time providers spend on basic data collection and non-clinical tasks. Unlike other virtual medicine companies, K Health delivers comprehensive, longitudinal primary care in a virtual setting, enabling our clinicians to be true primary care providers without sacrificing scope of practice or continuity of care. 

As a venture-backed startup trusted with nearly $400 million in funding and a $900 million valuation as of July 2024, K Health is well-positioned for sustained future growth. We are expanding our partnerships with major health systems (Cedars-Sinai, Hackensack Meridian Health, Hartford HealthCare), enhancing accessibility and quality of care by pairing people with technology. Our providers are credentialed at these renowned academic health systems and adhere to their clinical guidelines, ensuring patient-first, evidence-based care. Fully integrated into Epic, our AI platform enables K Health to operate as an extension of existing healthcare systems, benefiting from a built-in network of specialists and social services to seamlessly serve patients within those communities. Our unique care delivery model enables our providers to deliver the same high-quality, accessible care to a mixed-payer population, including those with commercial insurance, Medicare, and Medicaid.  

Join us in our mission to deliver smarter, simpler healthcare of the future - today!

About the role:

K Health is seeking an Enterprise Product Support Engineer who possesses strong experience with mobile and software products particularly in the context of digital healthcare. In this key role, you will be instrumental in elevating patient care by proficiently triaging product issues and providing comprehensive training to our specialized team members. Your expertise in technology will be pivotal in ensuring the smooth integration of our products within clinics, with a specific emphasis on optimizing product functionality, enhancing user experience, and streamlining internal workflows. As a technologist - you’ll play a critical role in bringing a technical appreciation to less technical folks. 

As the Enterprise Product Support Engineer you will be at the forefront of addressing the evolving needs of our healthcare product platform. Your responsibilities will extend to identifying and resolving product issues, building incident response processes, training the team on new feature releases and helping build new product functionalities . Your role is vital in maintaining a high level of product resilience and ensuring that our 24/7 technology meets the rigorous standards demanded by the industry. Join us in this exciting opportunity to make a lasting impact on the healthcare landscape by contributing to the effectiveness and reliability of our cutting-edge products within clinical environments.

What you'll be doing:

• Liaising with Clinics: Act as the primary product point of contact for clinics, understanding their needs and challenges
• Triage Issues: Quickly identify and troubleshoot product issues, coordinating and escalating to technical teams as needed for resolution
• Support Product Launches: Be the expert on new releases - evangelizing them to internal and exec stakeholders. 
• Feedback Collection and Analysis: Gather and synthesize feedback, to inform product improvements and training needs.
• Documentation: Create product documentation, including release notes and troubleshooting guides.
• Training: Provide training for new product features and updates.

What we’re looking for:

• Bachelor’s Degree in a relevant field
• 3+ years of experience in product support, particularly with full stack applications. 
• Experience with product testing, QA, and training in a technical environment.
• Strong skills in workflow design and product documentation.
• Excellent communication and problem-solving abilities.
• Ability to multitask and manage priorities in a dynamic environment.
• Nice to have - Product marketing and/or internal training experience 

Benefits & Perks:  #LI-Hybrid

• Hybrid work schedule with weekly lunches and stocked fridges 
• Monthly social committees for company events
• 18 vacation days, 5 sick days, and 2 personal days 
• Stock options for every full-time employee 
• Paid parental leave
• 401k benefit
• Commuter Benefits 
• Competitive health, dental, and vision insurance options

We offer competitive compensation packages based on industry benchmarks for function, level, and geographic location. Offer amounts are determined by multiple factors such as a candidate's experience and expertise.  

We are proud to be an Equal Opportunity Employer and consider applicants for employment regardless of race, ethnicity, religion, color, national origin, ancestry, disability, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, sexual orientation, pregnancy, childbirth and breastfeeding, age, citizenship, military or veteran status, or any other class protected by applicable federal, state, and local laws. We’re deeply committed to building teams as diverse as the patients we serve and strive to cultivate an environment where everyone can bring their most authentic self to work. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our users.

We are committed to maintaining the integrity of our hiring process and ensuring a safe environment for all candidates. All communication for job offers from K Health will come from email addresses ending in @khealth.com. K Health will never ask you to provide financial information about yourself during the recruitment process. We will never use personal email accounts or other domains for official correspondence. Our official job postings are only listed on our official website and reputable job boards. Be cautious of job offers from sources other than these platforms.