Agent Support Engineer

Assort Health

. Own steady-state L1/L2 ticket management for accounts requiring US-based data handling.

Posted 10/16/2026full-timeSan Francisco • California • United StatesMid-LevelSenior💰 $115,000 - $140,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support within SaaS or AI-first environments, focusing on effective communication with stakeholders and cross-functional collaboration to enhance customer satisfaction and operational efficiency.

Highest-signal resume keywords

Customer Support ExperienceCross-Functional CollaborationStrong Verbal And Written CommunicationExperience With SQL/DatabasesFamiliarity With Google Cloud Console

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

L1/L2 Ticket ManagementProcess DesignData InvestigationBasic Code ReadingSLA Tracking

Soft Skills

Team PlayerExecutive PresenceCustomer Advocacy

Tools & Technologies

PylonLLMsGoogle Cloud ConsoleBraintrust

Industry Keywords

SaaSAI-First CompaniesHealthcareHealth Tech

Tech Stack

Tools & technologies

CloudSQL

About the role

Key responsibilities & impact

Own steady-state L1/L2 ticket management for accounts requiring US-based data handling.
Design the post-live support model for the first account, including process design and playbook structure.
Investigate and resolve customer issues using logs, data, and internal tools.
Work cross-functionally to resolve escalations and close the loop with customers.
Communicate clearly with customer stakeholders, including executives, in writing and live.
Track and improve response and resolution SLAs, CSAT, and reopen rate.

Requirements

What you’ll need

5+ years of customer support experience in SaaS or AI-first companies.
Strong verbal and written communication skills, with executive presence.
Concrete examples of going above and beyond for customers.
Track record of working cross-functionally and as a team player.
Healthcare or health tech experience is nice to have.
Customer-facing experience is nice to have.
Ability to read basic code is nice to have.
Experience with Pylon, LLMs, Google Cloud Console, Braintrust, and SQL/databases.

Benefits

Comp & perks

Competitive Compensation – Including salary and employee stock options so you share in our success.
Lifelong Learning – Annual budget for professional development, plus training opportunities to help you grow.
Office Setup Stipend – We’ll outfit your in-office workspace.
Top-Tier Health Coverage – Medical, dental, and vision insurance.
Flexible PTO.
Meals & Snacks – Lunch, dinner, and snack breaks.
Fitness Stipend – Monthly membership cost reimbursement.
Commuter Benefits – Eligible transportation costs covered.
401(k) retirement savings plan.