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Product Support Specialist (Bangladesh)

Athelas
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Hybrid (Dhaka, Bangladesh)Full-timePosted 4mo ago

About the role

Frontline support role across multiple Commure products within an ambient healthcare platform. Combines problem-solving, product knowledge, and customer empathy to ensure clinicians have seamless, uninterrupted performance; partners with Engineering, Product, and Operations to triage issues and drive product improvements.

Responsibilities

  • Serve as the primary point of contact for Commure users across multiple product lines, providing timely, empathetic, and effective support.
  • Diagnose, troubleshoot, and resolve issues spanning software applications, mobile, network connectivity, and EHR integrations.
  • Leverage logs, monitoring tools, and diagnostic procedures to conduct root-cause analyses and implement fixes or coordinate escalations.
  • Maintain cross-functional communication with Operations, Engineering, Product, and Global IT to ensure issue visibility, escalation, and follow-through.
  • Document incidents, insights, and solutions in Zendesk, Click Up, Retool, and internal dashboards to enable data-driven decision-making.
  • Provide feedback to the Product and Engineering teams on recurring issues, usability gaps, or opportunities for product improvement.
  • Support new product launches, feature rollouts, and beta initiatives by providing user insights and post-deployment feedback. Uphold service quality through SLA adherence, accurate reporting, and continuous improvement of support workflows.
  • Participate in knowledge base development, ensuring up-to-date troubleshooting guides, FAQs, and documentation for internal and external audiences.

Qualifications

  • 0–2 years of experience in technical, customer, or product support (preferably in SaaS or technology environments).
  • Proven ability to learn complex concepts quickly and apply structured troubleshooting.
  • Excellent verbal and written communication in English; able to articulate complex concepts clearly and empathetically.
  • Strong analytical and multi-tasking skills, with attention to process compliance and detail.
  • High sense of ownership, accountability, and customer focus.
  • Comfortable working hybrid/night shifts to align with US time zones.
  • Bachelor’s or Master’s degree in any discipline from a recognized institution.

Skills

Required:Technical supportCustomer communicationTroubleshooting
Last updated Jul 8, 2026. Interested? Apply on the company site.
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About Athelas

Extensible, Integrated Technology that Simplifies Health Systems

At Athelas, powered by Commure, our mission is to simplify healthcare. We have bold ambitions to reimagine the healthcare experience, setting a new standard for how care is delivered and experienced across the industry. Our growing suite of AI solutions spans ambient AI clinical documentation, provider copilots, autonomous coding, revenue cycle management and more — all designed for providers & administrators to focus on what matters most: providing care. Healthcare is a $4.5 trillion industry with more than $500 billion spent annually on administrative costs, and Athelas is at the heart of transforming it. We power over 500,000 clinicians across hundreds of care sites nationwide – more than $10 billion flows through our systems and we support over 100 million patient interactions. With new product launches on the horizon, expansion into additional care segments, and a bold vision to tackle healthcare's most pressing challenges, our ambition is to move from upstart innovator to the industry standard over the next few years. Healthcare's moment for AI-powered transformation is here, and we're building the technology to power it. Come join us in shaping the future of healthcare.

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