Technical Services Manager

Summary

Join EnsoData's growing team as a Technical Services Manager! Lead and mentor a technical support team, ensuring successful implementation and support of our AI-powered healthcare software solutions. You will be the primary point of contact for technical inquiries, collaborating with cross-functional teams to maintain quality and compliance. This role requires a Bachelor's degree, 5+ years of relevant experience, and strong technical skills. EnsoData offers a competitive salary, stock options, and generous benefits, including paid time off, health insurance, and a flexible remote work schedule.

Requirements

• Bachelor’s degree in a relevant field (e.g., computer science, engineering, or healthcare)
• 5+ years of experience in technical services, customer support, or related fields within the healthcare or software industries
• 1+ year(s) of managing a small team
• 5+ years of experience programming
• Experience troubleshooting and debugging web-based applications hosted in cloud environments (e.g., GCP, AWS, or Azure), including performance issues, API failures, and infrastructure-related problems
• Strong understanding of RESTful APIs, including how to design, troubleshoot and integrate with them
• Exceptional communication and problem-solving abilities, both technical and non-technical
• Ability to travel approximately 10-15% of the calendar year to engage with clients and team members on-site; our ideal candidate would live within a 2-hour radius of Madison, WI because our team enjoys meeting in person!

Responsibilities

• Lead and mentor the technical services team, providing guidance on best practices and technical solutions
• Act as the primary point of contact for technical inquiries and escalated, advanced support issues, ensuring timely resolution
• Prioritize high-impact fixes that align with the Quality Management System (QMS) and business goals
• Provide excellent customer interaction through management of integration partners and advising the Customer Success team for highest-touch customers
• Collaborate with cross-functional teams including Regulatory and Quality to ensure we keep a focus on quality
• Maintain documentation of processes and customer interactions ensuring compliance with industry standards
• Responsible for after-hours escalations and the ticket management processes as well as the monthly management report for tickets

Preferred Qualifications

• Demonstrated experience with Software as a Medical Device (SaMD) and a solid understanding of healthcare regulations such as HIPAA and FDA guidelines
• Experience in Python, React, MongoDB, and GCP
• Experience with mobile application development

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
• Team Summits! We look forward to opportunities to gather in person and enjoy a few days together. We participate in team events and gain some great in-person time