About Artisight
Artisight transforms hospital operations with its Smart Hospital Platform, helping health systems reduce costs, improve efficiency, and enhance patient care. Guided by deep clinical expertise and powered by NVIDIA GPUs, Artisight’s voice-activated sensors and computer vision technology enable real-time observation, virtual nursing, and automated documentation directly in the EHR. The platform integrates seamlessly with existing workflows to reduce staff burden, accelerate patient throughput, and improve safety. More than 400 hospitals across 30 health systems trust Artisight to deliver measurable results, including cutting patient falls by over 50%, reducing nurse turnover, and saving millions annually.
About the Role
We're seeking a Support Escalation Engineer to serve as the critical technical bridge between our Customer Support and Engineering teams. In this role, you'll lead in-depth investigation of complex issues, create scalable resolution frameworks, and drive proactive measures that reduce issue recurrence and strengthen long-term product stability across the organization.
This role is remote, based in the U.S., and requires U.S. work authorization.
What You’ll Do
- Lead investigation of complex, recurring technical issues to identify root causes and inform proactive solutioning, including accessing system logs, diagnosing failures, and reconstructing timelines
- Serve as the primary technical liaison for critical bug investigations and escalated issues, managing follow-ups, information gathering, and solution validation across Engineering and Customer Support
- Represent Engineering in client-facing technical meetings and support Artisight team members with direct client communication focused on providing transparent, clear technical updates
- Document resolution steps to create standardized frameworks for Tier 1 Support, and manage and improve internal support tooling, vendor coordination, and tool integration changes
- Identify opportunities to expand Artisight’s self-service offerings to reduce customer downtime, improve customer satisfaction, and boost user adoption
- Focus on overall process improvements and integrate new tools and features to reduce customer abrasion and improve Artisight reliability.
What You Have
- Deep technical aptitude and the ability to rapidly build understanding of complex, interconnected system architectures
- Proven ability to perform in-depth technical analysis and translate findings into repeatable, scalable processes
- Experience managing cross-functional communication between engineering, support, and client-facing teams
- A process-oriented mindset with focus on standardizing data collection, documentation, and resolution frameworks
- Strong communication skills to represent technical information clearly to both internal teams and external stakeholders
Bonus Points For
- Familiarity with healthcare AI, SaaS, or clinical workflow environments
- Experience in high-growth or early-stage companies where processes are still being built
- Exposure to monitoring, alerting, or observability tooling (e.g., Sentinel, Datadog, Splunk, Grafana)
Why You’ll Enjoy This Role
- Impact: You'll directly influence product stability and the client experience at a healthcare AI company doing meaningful work in clinical environments
- Growth: You'll develop deep expertise at the intersection of technical escalation, process design, and cross-functional partnership, with strong positioning for senior engineering or technical program roles
- Team: You'll work closely with Customer Support, Engineering, and client stakeholders across a collaborative, high-ownership environment
#LI-REMOTE
Equal Opportunity Employer
Artisight is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other legally protected status.
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Careers at Artisight
To learn more about our culture and the total rewards we offer, visit our Careers page.