IT Support Engineer

Abridge was founded in 2018 with the mission of powering deeper understanding in healthcare. Our AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most—their patients.

Our enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we are the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems.

We are a growing team of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense. We have offices located in the SoHo neighborhood of New York, the Mission District in San Francisco, and Lawrenceville in Pittsburgh.

The Role

We are looking for an IT Support Engineer to provide hybrid technical support from our New York City office. In this role, you will be a key player in delivering both on-site and remote support, ensuring seamless technology experiences for our staff. Your expertise will be essential in diagnosing and resolving technical issues efficiently while upholding best practices and delivering exceptional customer service.

As a vital member of our IT team, you will collaborate across departments to enhance support processes, optimize workflows, and contribute to a culture of continuous improvement. The ideal candidate brings a strong support background, excellent problem-solving skills, and a passion for improving the internal customer experience of the help desk.

What You’ll Do

• Be the face of our internal support team at our physical walk-up help desk. Delight our staff every day by providing white glove timely support and answering questions.

• Serve as the first point of escalation to triage tickets - managing account access for SaaS products and providing hardware/software support for desktop tools and conference rooms.

• Assist with ad-hoc and team projects as needed.

• Dig deep and be curious about solving complex issues!

• Have a willingness to work cross-functionally to find technical solutions, while sharing best practices and learnings with our staff.

What You’ll Bring

• 3-5+ years in an IT support, CRM support, or relatable end user support role.

• Great spoken/written communication skills and ability to explain technical troubleshooting in an easy to understand manner is key.

• Extremely organized! You’re able to manage multiple priorities at once, while maintaining attention to detail and quality.

• Super friendly, approachable, with a positive attitude and a team player.

• Can work with speed and drive results, without sacrificing the overall customer experience.

• Familiarity with remote support tools and ticketing systems.

• Strong problem-solving abilities and a proactive, solution-driven mindset.

• Desire to learn new technologies and systems.

Bonus Points If…

• Experience in regulated environments (e.g., healthcare, finance, or government).

• Familiarity and experience in Google Workspace, Slack, and Zoom Rooms.

• Experience with Mobile Device Management (MDM) systems.

• Working experience in a Mac-heavy environment - particularly interested in candidates with Apple Business, AppleCare, and/or Genius Bar backgrounds.

• Working experience in a fast paced techy startup with a customer first mindset.

Base Salary: $90,000 - $110,000 USD per year + Equity

The salary range provided is based on transparent pay guidelines and is an estimate for candidates residing in the San Francisco and New York City metro areas. The actual base salary will vary depending on the candidate's location, relevant experience, skills, qualifications, and other job-related factors. Additionally, this role may include the opportunity to participate in a company stock option plan as part of the total compensation package.

Must be willing to work from our NY office at least 3x per week

This position requires a commitment to a hybrid work model, with the expectation of coming into the office a minimum of (3) three times per week. Relocation assistance is available for candidates willing to move to New York City.

We value people who want to learn new things, and we know that great team members might not perfectly match a job description. If you’re interested in the role but aren’t sure whether or not you’re a good fit, we’d still like to hear from you.

Why work at Abridge?

At Abridge, we’re driven by our mission to bring understanding and follow-through to every medical conversation. Our culture is founded on doing things the “inverse” way in a legacy system—focusing on patients, instead of the system; focusing on outcomes, instead of billing; and focusing on the end-user experience, instead of a hospital administrator's mandate.

Abridgers are engineers, scientists, designers, and health policy experts from a diverse set of backgrounds—an experiment in alchemy that helps us transform an industry dominated by EHRs and enterprise into a consumer-driven experience, one recording at a time. We believe in strong ideas, loosely held, and place a high premium on a growth mindset. We push each other to grow and expose each other to the latest in our respective fields. Whether it’s holding a PhD-level deep dive into understanding fairness and underlying bias in machine learning models, debating the merits of a Scandinavian design philosophy in our UI/UX, or writing responses for Medicare rules to influence U.S. health policy, we prioritize sharing our findings across the team and helping each other be successful.

How we take care of Abridgers:

• Generous Time Off: 13 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees.

• Comprehensive Health Plans: Medical, Dental, and Vision plans for all full-time employees. Abridge covers 100% of the premium for you and 75% for dependents. If you choose a HSA-eligible plan, Abridge also makes monthly contributions to your HSA. 

• Paid Parental Leave: 16 weeks paid parental leave for all full-time employees.

• 401k and Matching: Contribution matching to help invest in your future.

• Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.

• Learning and Development Budget: Yearly contributions for coaching, courses, workshops, conferences, and more.

• Sabbatical Leave: 30 days of paid Sabbatical Leave after 5 years of employment.

• Compensation and Equity: Competitive compensation and equity grants for full time employees.

• ... and much more!

Diversity & Inclusion

Abridge is an equal opportunity employer. Diversity and inclusion is at the core of what we do. We actively welcome applicants from all backgrounds (including but not limited to race, gender, educational background, and sexual orientation).

Staying safe - Protect yourself from recruitment fraud

We are aware of individuals and entities fraudulently representing themselves as Abridge recruiters and/or hiring managers. Abridge will never ask for financial information or payment, or for personal information such as bank account number or social security number during the job application or interview process. Any emails from the Abridge recruiting team will come from an @abridge.com email address. You can learn more about how to protect yourself from these types of fraud by referring to this article. Please exercise caution and cease communications if something feels suspicious about your interactions.