Technical Services Engineer

Summary

Join EnsoData's customer-facing technical services team as a Technical Services Engineer, contributing to the successful implementation and support of our software solutions in healthcare. This hybrid/remote position offers a flexible work environment and competitive salary with stock options and generous benefits. You will manage and prioritize customer issues, troubleshoot technical problems within web-based applications, and document resolutions. Effective communication and collaboration with internal teams and customers are crucial. Your work will directly impact customer satisfaction and the efficiency of our SaMD offerings within healthcare environments. EnsoData uses AI and machine learning to analyze data and improve healthcare accuracy, efficiency, and affordability. We offer a supportive and inclusive work environment.

Requirements

• Bachelor’s degree in a relevant field (e.g., computer science, engineering, or healthcare)
• 1 year of experience in technical services, customer support, or related fields within the healthcare or software industries
• Experience troubleshooting and debugging code, ideally within web-based applications hosted in cloud environments (e.g., GCP, AWS, or Azure), including performance issues, API failures, and infrastructure-related problems
• Exceptional communication and problem-solving abilities, both technical and non-technical

Responsibilities

• Manage and prioritize multiple incoming customer issues, balancing urgency and impact to ensure timely resolution
• Effectively troubleshoot complex technical issues within web-based applications
• Document and follow standard operating procedures (SOPs) for appropriate escalation of issues to internal teams as needed, develop documentation to assist other TSEs with processes
• Provide timely and appropriate communication with the customer to explain the steps required to solve their issue
• Ensure customer issues and resolutions are properly documented

Preferred Qualifications

• Demonstrated experience with Software as a Medical Device (SaMD) and a solid understanding of healthcare regulations such as HIPAA and FDA guidelines
• Strong understanding of RESTful APIs, including how to design, troubleshoot and integrate with them
• Experience in Python, React, React Native, MongoDB, and GCP

Benefits

• Remote and flexible schedule - we are a remote company with hybrid options and support for flexible schedules!
• Health, dental, and vision insurance with options to choose a plan that fits you and your dependents needs
• Paid time off options - we want our employees to rest, recharge, and feel better
• Stock options - we want team members to feel ownership in the organization. When EnsoData does well, you do well
• 401k to help people invest in the future