Customer Experience Engineer - Elation Health

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we've been focused on building a delightful, world-class experience that empowers physicians to deliver phenomenal care to patients.

Customer support is evolving fast. Over the next 6–9 months, AI will take on more of the routine, repetitive cases at Elation. The work is shifting toward product intelligence: shaping how AI handles conversations, holding the customer-trust moments that need real judgment, and turning patterns into priorities Engineering delivers.

We're hiring Support Engineers to anchor that shift: people who don't just close tickets, but trace them back to the line of product code causing them, ship the fix that resolves the customer's problem immediately, and partner with senior engineers on complex cases.

Role and Responsibilities

• Synthesize and share customer insights: Surface patterns from your cases in weekly and monthly reports, participate in Product and Engineering discussions, and mentor Support Team members on AI workflows, scripting, and SQL queries.
• Use Good Judgment to Solve Cases: Own customer escalations that genuinely require seasoned judgment and build trust in moments that matter.
• Build and own AI quality: Configure AI within Elation's stack (intents, knowledge sources, escalation rules), build lightweight external automations and scripts, and own the quality of AI outputs in your domain.

What Success Looks Like in Your First 6 Months

• Delivered solutions that reduced case volume by 10% or eliminated recurring issue categories with measurable customer impact.
• A monthly drumbeat of synthesized insights that Product and Engineering act on.
• Owning measurable case-volume reduction by making issues not happen, rather than just closing them faster.
• Building with AI to make yourself and teammates faster—automating triage, drafting responses, and prototyping internal tools.
• Sharpening technical skills like SQL, Python, APIs, or scripting languages to solve customer problems.

Professional Qualifications

• 1–5+ years of experience in Engineering, data analytics, or AI/automation tinkering — OR a degree in Computer Science, Engineering, or a related technical field, plus real experience talking to people under pressure.
• Comfortable enough with code to experiment: written scripts, touched an API, or built something in Python, SQL, or JavaScript.
• A concrete portfolio of things you've built or shipped (prompt-engineered systems, dashboards, automations).
• Strong customer-facing communication and trust-building skills.
• AI-native default, reaching for AI tools first and treating ambiguity as the work.

Show Us Your Work

Along with your application, please send us:

1. 2–3 things you've built or shipped that changed a metric or outcome (work project, personal build, school/internship project).
2. A short story about a time your analysis or insight changed a decision someone else made.