Technical Support Engineer, Patient Keeper - Remote Eligible

Technical Support Engineer

At Commure, our mission is to simplify healthcare. We have bold ambitions to reimagine the healthcare experience, setting a new standard for how care is delivered and experienced across the industry. Our growing suite of AI solutions spans ambient AI clinical documentation, provider copilots, autonomous coding, revenue cycle management and more — all designed for providers & administrators to focus on what matters most: providing care.

Healthcare is a $4.5 trillion industry with more than $500 billion spent annually on administrative costs, and Commure is at the heart of transforming it. We power over 500,000 clinicians across hundreds of care sites nationwide – more than $10 billion flows through our systems and we support over 100 million patient interactions. With new product launches on the horizon, expansion into additional care segments, and a bold vision to tackle healthcare's most pressing challenges, our ambition is to move from upstart innovator to the industry standard over the next few years.

Commure was recently named to Fortune's Future 50 list for 2025 and is backed by world-class investors including General Catalyst, Sequoia, Y Combinator, Lux, Human Capital, 8VC, Greenoaks Capital, Elad Gil, and more. Commure has achieved over 300% year-over-year growth for the past two years and this is only the beginning. Healthcare's moment for AI-powered transformation is here, and we're building the technology to power it. Come join us in shaping the future of healthcare.

Commure + Athelas is seeking a Technical Support Engineer to join our Technical Support Team. You will provide both technical and operational support for the PatientKeeper product line, focusing on customer satisfaction and efficient support operations. With a data-driven and customer-focused mindset, you'll be viewed as a key liaison with the functional teams and clients.

This full-time remote position will work with PatientKeeper's clients to troubleshoot and resolve technical and usage issues on both the frontend and backend of the application. A combination of exceptional technical aptitude, analytical skills, customer service orientation and communications skills are crucial for success in this position. You will play a vital role in ensuring the quality and reliability of PatientKeeper client systems, directly impacting the quality of care for hundreds of thousands of patients every day across the US, Canada and UK.

Your working hours will be 11am - 8pm EST daily.

What You'll Do

• Provide technical support for healthcare software applications via phone, email, and remote sessions, focusing on resolving client issues and ensuring optimal system performance.
• Troubleshoot and resolve application issues, including system errors, data discrepancies, network connectivity, and interface problems.
• Document and maintain support cases in the company CRM system (Salesforce), tracking all support activities and resolutions.
• Develop and maintain support documentation and knowledge base articles in Jira/Confluence
• Collaborate with clients to understand their workflows and provide guidance on system usage and best practices.
• Work closely with Engineering and Product teams to identify and resolve software defects and implement software updates.
• Assist with system upgrades, configuration changes, and optimizations to maintain system integrity and performance.
• Conduct training sessions for internal teams and clients to enhance their understanding and utilization of the software applications.
• Participate in on-call rotations to provide 24x7 client support.

What You Have

• Bachelor's degree in Computer Science, Information Technology, Healthcare Administration, or a related field, or equivalent work experience is required.
• 1-3 years of experience in a technical support role, preferably within the healthcare industry.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience with SQL and database management.
• Understanding of healthcare workflows and clinical documentation processes.
• Understanding of web technologies (such as Apache, Tomcat, JSP, PHP, HTML, XML, or JavaScript) is preferred.
• Knowledge of HL7, FHIR, and other healthcare data exchange standards is preferred.
• Prior experience in Healthcare IT either in a provider setting or with a company providing healthcare information systems is preferred.
• Previous experience working in a healthcare provider setting is preferred.
• Exposure to Meditech or other HIS is a plus is preferred.

Commure + Athelas is committed to creating and fostering a diverse team. We are open to all backgrounds and levels of experience, and believe that great people can always find a place. We are committed to providing reasonable accommodations to all applicants throughout the application process.