---
title: 'Customer Experience Engineer at Elation Health'
canonical: 'https://feeny.ai/job/customer-experience-engineer-elation-health-canada-t2eb99wd2xkd'
type: 'job'
last_seen: '2026-09-09'
---

# Customer Experience Engineer at Elation Health

- **Company:** Elation Health
- **Location:** Canada
- **Work type:** remote
- **Posted:** 2026-07-24
- **Last confirmed live:** 2026-09-09
- **Apply:** https://www.elationhealth.com/about-us/careers?gh_jid=8083835

## Job description

Our team is committed to enhancing physician and patient quality of life through Elation, a SaaS cloud-based clinical platform. Since inception, we've been focused on building a delightful, world-class experience that empowers physicians to deliver phenomenal care to patients.

Customer support has been the same job for twenty years: a queue, a ticket, an SLA, a closed case. That's ending, fast. Over the next 6–9 months, AI will take on more of the routine, repetitive cases at Elation. That doesn't shrink the human role — it builds on it. The work becomes product intelligence: shaping how AI handles conversations, holding the customer-trust moments that need real judgment, and turning patterns into priorities Engineering delivers.

We're hiring Support Engineers to anchor that shift: people who don't just close tickets, but trace them back to the line of product code causing them, ship the fix that resolves the customer's problem immediately, and partner with senior engineers on the cases complex enough to need them.

You might be the recent engineering grad who spent a summer at a busy front desk, in a popular restaurant, or on a support line because you like people as much as you like problems, and who's been quietly automating things nobody asked you to fix since your first CS class. Or, you might be the person who leads team projects, tinkers with the dashboards, automations, or workflows so automatically that colleagues assume you are an engineer even if you aren’t. If that sounds like you, this role turns that problem-solving instinct into your core responsibility.

As a Support Engineer, you'll bring empathy and judgment to the cases that need it most, own the quality of AI-driven solutions in your domain, and synthesize patterns that influence Product and Engineering roadmaps. We hire for judgment, taste, and curiosity, not process adherence. The bar isn't how many cases you closed; it's how much you reshaped the conditions under which cases happen.

## Role and Responsibilities

- Synthesize and share customer insights. Surface patterns from your cases in weekly and monthly reports, participate in Product and Engineering discussions with what you're learning, and mentor Support Team members on AI workflows, scripting, and SQL queries.
- Use Good Judgment to Solve Cases. Own customer escalations with cases that genuinely require seasoned judgment, the ones AI can't safely close. Build and protect customer trust in moments that matter.
- Build and own AI quality. Configure AI within Elation's stack (intents, knowledge sources, escalation rules), build lightweight external automations and scripts, and own the quality of AI outputs in your domain.

What success looks like in your first 6 months

- Delivered solutions that reduced case volume by 10% or eliminated recurring issue categories, with measurable customer impact (e.g., CSAT, reduction in case reopens)
- A monthly drumbeat of synthesized insights that Product and Engineering act on, with visible impact on customer experience or a measurable drop in case volume
- Owns a measurable case-volume reduction in your domain by making cases not happen, not by closing them faster
- You question default workflows instead of just executing them, and you ship more by removing work, not just doing more of it
- You build with AI to make yourself and the teammates around you faster — automating triage, drafting responses, prototyping internal tools, and turning one-off builds into reusable patterns Support can run with
- You've picked up or sharpened a technical skill — SQL, Python, an API, a scripting language — specifically because a customer problem needed it, not because a course assigned it
- Mentors Associate teammates on AI builds and pattern synthesis
- Identified and closed gaps across internal and customer-facing documentation, improving accuracy and reducing repeat questions.

Professional Qualifications

- 1–5+ years of experience in Engineering, data analytics, or AI/automation tinkering in any field — OR a degree in Computer Science, Engineering, or a related technical field, plus real experience talking to people under pressure (support, hospitality, retail, service, resident advising)
- Comfortable enough with code to experiment : you've written scripts, touched an API, or built something in Python, SQL, or JavaScript — even if it was just for a class project , team project or yourself
- A concrete portfolio of things you've built or shipped: prompt-engineered systems, dashboards, automations, class or personal projects — with evidence of outcomes
- Strong customer-facing communication and trust-building skills
- Pattern recognition and synthesis muscle
- AI-native default. Reaches for AI tools first, treats ambiguity as the work rather than a blocker, and wants to learn how to configure and supervise these systems — not just use them
- A deep desire to drive results for our customers, with high ownership over the outcomes you own
- Curiosity and natural problem-solving instincts
- An instinct to raise the bar for the teammates around you — teaching others to build and synthesize, not just modeling it yourself

Show us your work

Along with your application, in a cover letter send us:

- 2–3 things you've built or shipped that changed a metric or outcome — a work project, a personal build, or something from school or an internship — what you made, who it was for, why you needed to do it, and what changed.
- A short story about a time your analysis or insight changed a decision someone else made.

Salary range

$70,000 - $95,000 CAD

Elation welcomes individuals from all backgrounds and walks of life. Elation is proud to be an Equal Opportunity Employer and is dedicated to creating and maintaining a diverse and inclusive work environment.

We are committed to equal opportunity for all employees and applicants, and value individuals with diverse perspectives including, but not limited to: race, color, religion, sex, sexual orientation, socioeconomic status, age, gender identity or gender expression, national origin, disability or veteran status.

Elation also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. We firmly believe a strong culture that supports a diverse and inclusive workforce allows us to achieve Elation’s mission of helping independent primary care thrive.

## About Elation Health

## Company Overview
- **One-liner**: Elation Health provides an AI-native, clinical-first electronic health record (EHR) and billing platform purpose-built for independent primary care practices.
- **Entity Type**: Private (total funding $108.5M across multiple rounds)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2010
- **Founders**: Kyna Fong (CEO) and Conan Fong (Chief Experience Officer)

## Core Business
- **Primary industries**: Healthcare IT, Electronic Health Records (EHR), Medical Billing, Practice Management
- **Target customers**: Independent primary care practices, enterprise healthcare organizations, clinicians and office managers (B2B / SMB & Enterprise)
- **Mission or purpose statement**: To enable every patient to experience the highest quality care wherever they go into the healthcare system [elationhealth.com/about-us](https://www.elationhealth.com/about-us/)

## Products & Services
- **Elation EHR**: Cloud-based, clinical-first electronic health record system with native annotation, e‑prescribing, and order management features (SaaS)
- **Elation Billing**: Integrated medical billing and payer connectivity solution acquired via LightningMD (SaaS)
- **Note Assist**: AI-powered ambient scribe that reduces post-visit documentation time (AI tool, included at no extra cost)
- **Patient Passport**: Patient portal for engagement, appointment scheduling, and secure messaging (SaaS)
- **Integrated Telehealth**: HIPAA-compliant virtual care built directly into the EHR (SaaS)
- **Developer Platform / API**: API access for enterprise practices to connect with third‑party labs, billing systems, and other tools (API)
- **Elation Health Community**: Largest community of primary care innovators, supporting knowledge sharing and peer learning

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed; total funding of **$108.5M** (PitchBook, as of 2025)
- **Key Metric**: Annual revenue estimated at **$86.0M** (LinkedIn, 2025 estimate)
- **Notable Investors/Partners**: Key investors and partner names are not explicitly listed in available sources; earlier rounds include funds from FTV Capital and other healthcare‑focused VCs. The company acquired LightningMD in 2023 to build its billing platform.
- **Growth Signals**:
  - Serves **32,000+ clinicians** caring for millions of patients (LinkedIn); official site states “more than 44,000 clinicians” [elationhealth.com/about-us](https://www.elationhealth.com/about-us/)
  - **179 employees** globally, with presence in 6 countries (US, Canada, New Zealand, UK, Australia, Egypt)
  - **+133% year‑over‑year increase** in active job postings (LinkedIn, 2025)
  - Launched AI‑native Note Assist in 2024 and unified EHR + Billing platform in 2023

## Competitive Advantages
- **Clinical‑first philosophy**: Technology is designed to prioritize the patient‑provider interaction rather than administrative burden
- **AI‑native platform**: First EHR to natively embed AI tools (ambient scribe, documentation) at no additional cost
- **Purpose‑built for primary care**: Unlike general‑purpose EHRs, workflows are tailored specifically for independent primary care practices
- **All‑in‑one integration**: Combines clinical records, billing, patient engagement, and telehealth in a single system
- **Large, engaged community**: The largest community of primary care innovators provides network effects and peer support

## Strategic Focus
- **AI expansion**: Continue embedding AI capabilities (e.g., Note Assist) into core workflows to save clinicians time
- **Platform unification**: Deepen integration between EHR, billing, and patient engagement to create a seamless end‑to‑end experience
- **Enterprise growth**: Leverage the API and Developer Platform to serve larger, multi‑site practices
- **Independent practice support**: Remain committed to the independence of primary care providers in an evolving healthcare landscape

## Why Work Here
- **Culture & values**: Emphasis on “Earn Trust”, “Embrace Challenge”, “Build Kinship”, “Crave Context”, and “Own Impact” [elationhealth.com/about-us/careers](https://www.elationhealth.com/about-us/careers/)
- **Remote/hybrid policy**: Not explicitly stated, but employees work across 6 countries (US, Canada, New Zealand, UK, Australia, Egypt), suggesting flexible or remote‑friendly environment (LinkedIn)
- **Engineering & product culture**: “Committed to the craft,” “curious question‑askers,” and focus on solving hard problems in healthcare IT
- **Growth opportunities**: Fast‑growing team with multiple open roles (7 active positions as of 2025) and recent promotions across departments
- **Interview process**: Standard tech‑company pipeline; cautionary note about recruitment scams (no Telegram, no cryptocurrency requests) [elationhealth.com/about-us/careers](https://www.elationhealth.com/about-us/careers/)

## Sources
1. [elationhealth.com](https://www.elationhealth.com/)
2. [elationhealth.com/about-us](https://www.elationhealth.com/about-us/)
3. [elationhealth.com/about-us/careers](https://www.elationhealth.com/about-us/careers/)
4. [linkedin.com/company/elationhealth](https://www.linkedin.com/company/elationhealth)
5. [pitchbook.com/profiles/company/56010-07](https://pitchbook.com/profiles/company/56010-07)

## Other roles at Elation Health

- [Engineering Manager](https://feeny.ai/job/engineering-manager-elation-health-us-canada-or-vgrehxxcvn8h) — US Canada OR, New Zealand
- [Senior Director / Vice President, Customer Support](https://feeny.ai/job/senior-director-vice-president-customer-support-elation-health-canada-ss992qfeme58) — Canada
- [Senior Director / Vice President, Customer Support](https://feeny.ai/job/senior-director-vice-president-customer-support-elation-health-united-states-67yk77tdjv5j) — United States
- [Manager, Customer Support](https://feeny.ai/job/manager-customer-support-elation-health-canada-mmfwxfd9qsgy) — Canada
- [Enterprise Customer Success Manager](https://feeny.ai/job/enterprise-customer-success-manager-elation-health-united-states-s0k5ywqfrsws) — United States
- [Senior Product Manager](https://feeny.ai/job/senior-product-manager-elation-health-us-or-35k2cedd3dbx) — US OR, Canada
- [Accounts Receivable Analyst](https://feeny.ai/job/accounts-receivable-analyst-elation-health-canada-hn9ky807hdhs) — Canada
- [Customer Success Manager, Small Group](https://feeny.ai/job/customer-success-manager-small-group-elation-health-united-states-zratwnf3csmq) — United States
- [Engagement Advisor](https://feeny.ai/job/engagement-advisor-elation-health-united-states-svv24kj9ykjg) — United States
- [Senior Accountant](https://feeny.ai/job/senior-accountant-elation-health-united-states-xp5e0q5j3q37) — United States