Support Engineer

We are looking for a support engineer to improve customers’ experiences with the Shasta Health AI agents.

This is a hands-on, customer-facing role at the intersection of technical support, implementation, and operations. You will own the support inbox, investigate reported issues, update agent guidance, engineer solutions, and help configure agents for new customers and locations.

The work ranges from correcting how an agent handles an insurance or scheduling question to setting up phone routing, clinic workflows, and escalation rules for a new location. You will work directly with healthcare operators and Shasta’s engineering team to make sure every issue reaches a clear resolution.

What you’ll do

• Own the support inbox and ensure every customer receives a timely, thoughtful response and resolution.
• Investigate agent behavior using call recordings, transcripts, task history, product data, configuration, and logs.
• Reproduce reported problems and determine whether they are caused by guidance, configuration, customer data, an integration, or a product defect.
• Update agent guidance when customers change their scheduling, insurance, cancellation, escalation, or operational policies.
• Test guidance changes and monitor future calls to confirm the agent behaves correctly.
• Set up agents for new customers and locations, including clinic information, hours, services, payer rules, scheduling workflows, phone routing, and escalation paths.
• Fix engineering issues through to completion rather than simply passing them to another team.
• Identify recurring support problems and turn them into better guidance, documentation, tooling, or product improvements.

What we’re looking for

• Clear and empathetic written communication. Much of the role involves explaining technical behavior to busy healthcare operators over email.
• High attention to detail. Small differences in an insurance rule, appointment type, location, or phone workflow can have significant consequences.
• Strong problem-solving skills and a systematic approach to investigating unfamiliar issues.
• Comfort learning technical products and working with logs, configurations, integrations, and AI-agent instructions.
• A strong sense of ownership and the ability to keep track of multiple customer issues through resolution.
• Ability to move quickly while still testing changes carefully.
• Comfort working in an early-stage environment where processes are still being developed.
• Interest in AI and in understanding how language models behave in real customer workflows.

This is an entry-level role. We care more about how you communicate, investigate problems, and take ownership than about certifications, degrees, or years of experience. You do not need previous healthcare or AI experience, but you should be excited to learn both quickly.

Particularly relevant experience

Any of the following would be helpful, but none is individually required:

• Technical support, customer success, implementation, healthcare operations, or solutions engineering
• Working with AI agents, LLM prompts, or conversational systems
• Healthcare scheduling, insurance eligibility, EMRs, referrals, or revenue-cycle operations
• Phone systems, call routing, SMS, or contact-center software
• Reading application logs or working with APIs, SQL, or browser developer tools
• Supporting integrations between multiple software systems
• Working at an early-stage startup or taking ownership of an operational process