IT Support Engineer

ABOUT ABRIDGE

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 Mission District in San Francisco, the SoHo neighborhood of New York, and East Liberty in Pittsburgh.

THE ROLE

We are looking for an IT Support Engineer to provide hybrid technical support in 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.

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 San Francisco or New York City.

Must be willing to travel up to 10%

This position may require occasional travel to other Abridge offices. Additionally, Abridge typically hosts a three-day builder team retreat every three to six months. These retreats often feature internal hackathons, collaborative project sessions, and social events that allow the team to connect in person.

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 transforming healthcare delivery experiences with generative AI, enabling clinicians and patients to connect in deeper, more meaningful ways. Our mission is clear: to power deeper understanding in healthcare. We’re driving real, lasting change, with millions of medical conversations processed each month.

Joining Abridge means stepping into a fast-paced, hig