HITL Technical Support Specialist

About the Role

We are looking for a HITL Technical Support Specialist to join our Technical Support team. In this hybrid role, you will own the day-to-day monitoring, quality assurance, and operational management of the Human-in-the-Loop (HITL) layer within our AI Operational Assistant: Patient Concierge solution, while also providing Tier 2 technical support and issue triage for post-go-live Perioperative Care Coordination (PCC) clients.

You will serve as a critical bridge between Qventus’s AI platform, clinical operations, and health system customers — ensuring HITL workflows maintain accuracy, quality, and trust, while also diagnosing and resolving the technical issues that arise after go-live. The ideal candidate brings a sharp eye for operational quality, comfort with data and EHR workflows, and the communication skills to translate complex system behavior for both technical and non-technical stakeholders.

Key Responsibilities

HITL Monitoring & Triage

• Track and monitor HITL queues, workflows, and SLAs (response times, volumes, backlog) to ensure timely human review of edge cases and AI-generated outputs.
• Review a statistically representative sample of HITL-reviewed interactions daily for quality, consistency, and slippage.
• Identify trends in HITL overrides, error types, model misclassifications, and systematic drift — surfacing actionable insights to product and R&D teams.
• Triage escalations (urgent or ambiguous cases) into appropriate workflows (clinical review, system bug, escalation to CS, etc.).
• Maintain escalation paths, decision logic rules, and guardrails in partnership with clinical, product, and operations stakeholders.

Technical Support & Issue Resolution

• Provide technical support to clients on post-go-live PCC solutions, or escalate to appropriate technical teams (DI, Product, Engineering) when warranted.
• Lead root cause analysis (RCA) for recurring or high-impact issues: interpret logs, validate data pipelines, reproduce errors, and document findings.
• Perform light technical work as needed — SQL queries to validate data, review ETL/HL7 payloads, or support configuration troubleshooting in coordination with Data Integration Engineers.
• Collaborate with Data Integration, Data Engineers, Clinical Operations Consultants, and Product Specialists to identify and implement client-value-driving solutions post-deployment.
• Manage support SLAs and OLAs in accordance with contractual thresholds, keeping clients informed and escalations on track.