Implementation Engineer

Summary

Join Abridge as a post-sales technical expert, supporting partners and internal teams. You will proactively assess technical requirements, maintain documentation, and ensure seamless integration of Abridge deployments. Responsibilities include troubleshooting technical issues, monitoring key account metrics, and acting as a technical bridge between partners and internal teams. You will consult with partners and internal teams on technical strategies, lead after-hours support, and consult on technical requirements for new features. This role requires strong understanding of networking concepts, API architectures, and cloud infrastructure, as well as excellent communication skills and 5+ years of relevant experience. The position involves up to 20% travel. Abridge offers a supportive environment with opportunities for growth and various benefits.

Requirements

• Have strong understanding of networking concepts, API architectures, authentication (OAuth, SAML, JWT), and cloud infrastructure
• Can debug API failures, network issues (DNS, firewalls, load balancers, etc.) and integration failures across distributed systems
• Are comfortable using tools like Postman, system logs, and GCP tools to diagnose technical issues
• Have keen attention to detail and ability to find creative solutions for complex problems
• An ability to translate learnings into repeatable technical processes that can scale
• Have excellent verbal and written communication skills and ability to tailor technically complex topics to your audience
• Thrive and enjoy partnering with customers to achieve their goals
• 5+ years experience supporting business-critical implementations with deep technical expertise

Responsibilities

• Proactively assess technical requirements and infrastructure for all new key accounts to ensure the optimal environment to deliver the best end user experience for clinicians
• Own and maintain technical documentation, including deployment guides, troubleshooting playbooks, and integration best practices that can be utilized with all partners regardless of segment
• Own the post-sales technical execution of Abridge deployments, ensuring seamless integration, reliability, and scalability within our enterprise partner environments
• Collaborate with other partners such as EHR vendors to address the needs of Abridge partners
• Diagnose and troubleshoot technical issues, including API connectivity issues, authentication problems, networking constraints, and data inconsistencies to remove barriers to adoption and growth
• Proactively monitor key account metrics including note generation speeds to identify opportunities for optimization and proactively address any technical risks
• Become a technical expert in the unique touchpoints and deployments of our integration with our enterprise partners and develop comprehensive architecture documentation
• Act as the technical bridge between our partners and internal teams (Integration Engineering, Partner Success, and Implementation), ensuring clear communication and problem resolution
• Partner with our engineering team to develop tooling to enhance our ability to serve our partners in real-time
• Consult with and support the Partner Success and Implementation Teams upon request to identify areas of optimization in the deployment of the product/integration in order to drive efficiency and meet goals
• Advise internal teams and partners on technical strategies for managing Abridge alongside complex technical projects on the customer side, such as mergers and acquisitions, instance consolidations, upgrades, and other initiatives that impact the partner’s infrastructure
• Lead and coordinate after hours support requirements for key accounts to ensure the success of updates or technical changes
• Consult on technical requirements and risks related to the deployment of new features that require significant changes or additional integrations
• Support implementation managers and partner success in troubleshooting any technical issues that arise in partner environments due to releases

Preferred Qualifications

• Experience integrating with electronic health record systems at large, complex organizations
• Familiarity with writing scripts (Python, Bash, or SQL queries) to automate troubleshooting or technical solutions
• Familiarity with systems requiring strict adherence to privacy and security protocols
• Knowledge of tiered support organizations and escalation protocols

Benefits

• 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