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, 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 from either our San Francisco or New York City offices. 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.

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, high-growth startup where your contributions truly make a difference. Our culture requires extreme ownership—every employee has the ability to (and is expected to) make an impact on our customers and our business.

Beyond individual impact, you will have the opportunity to work alongside a team of curious, high-achieving people in a supportive environment where success is shared, growth is constant, and feedback fuels progress. At Abridge, it’s not just what we do—it’s how we do it. Every decision is rooted in empathy, always prioritizing the needs of clinicians and patients.

We’re committed to supporting your growth, both professionally and personally. Whether it's flexible work hours, an inclusive culture, or ongoing learning opportunities, we are here to help you thrive and do the best work of your life.

If you are ready to make a meaningful impact alongside passionate people who care deeply about what they do, Abridge is the place for you.

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!

Equal Opportunity Employer

Abridge is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability.

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.