What are the responsibilities and job description for the Technical Support Specialist position at Azra AI?
About Azra AI:
Azra AI is on a mission to transform the way healthcare organizations identify, track, and manage patients across the cancer care continuum. We leverage the power of artificial intelligence to eliminate barriers, speed up time to treatment, and create scalable workflows that empower care teams and patients alike.
About the Role:
We’re seeking a Technical Support Specialist to serve as the front line of support for our customers. This individual will be the face of Azra AI to our end users, ensuring they feel supported, heard, and empowered. This role is more than traditional support—it requires a strong technical foundation to diagnose, recreate, and resolve product issues effectively and efficiently.
You’ll work closely with the Product team, acting as a critical bridge between our users and our engineers. You’ll be hands-on in the system to troubleshoot, verify bugs, provide solutions, and escalate where needed—all while maintaining a strong customer-first mindset.
Key Responsibilities:
- Serve as the first point of contact for users experiencing technical issues with Azra AI’s platform
- Triage, troubleshoot, and resolve reported issues, including data discrepancies, configuration challenges, and functional bugs
- Reproduce issues in staging environments and document detailed findings for the Product and Engineering teams
- Provide timely and clear communication to users, ensuring they understand status and resolution timelines
- Perform technical fixes or configurations when appropriate, escalating only when needed
- Identify trends in reported issues and recommend product or documentation improvements
- Collaborate with the Product team on root cause analysis and solutions
- Maintain knowledge base articles and help documentation to empower self-service for common issues
Requirements:
- 2 years in a technical support, QA, or product support role, ideally within a SaaS or healthcare technology company
- Proficiency with debugging tools, ticketing systems (JIRA), and monitoring platforms
- Experience with databases (e.g., SQL), log file analysis, and web-based applications
- Ability to independently diagnose and resolve issues in a fast-paced environment
- Strong communication skills with a user-first approach to support
- Self-starter with a passion for solving problems and improving customer experience
- Familiarity with healthcare workflows or clinical systems is a plus
Why Azra AI?
- Opportunity to be part of a mission-driven team making a real impact in patient care
- Work with cutting-edge AI and machine learning tools in healthcare
- Collaborative and fast-paced startup environment with room for growth
- Competitive salary, flexible work setup, and meaningful benefits
Salary : $75,000 - $85,000
