Technical Services Engineer

Hi! I’m Montana, the Technical Services Manager at EnsoData. Kelsey, the VP of Customer Success, and I are looking for a new team member who is passionate about making healthcare better and being a great teammate!, As a Technical Services Engineer, you will be part of a technical support team while working closely with our Customer Success and Engineering teams. You will play a vital role in shaping our customer experience and ensuring that our SaMD offerings are effectively integrated into healthcare environments. Your work will help drive efficiency, effectiveness, and overall customer satisfaction., * 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

As EnsoData continues to grow across multiple teams, we may consider qualified candidates for other current or future opportunities that closely align with their experience, skills, and career interests. If another role appears to be a strong mutual fit, our team may reach out to discuss it with you.

Technical Services Management, Healthcare, Customer Relations, Medical Equipment, Software Administration, Healthcare Software, Customer Satisfaction, Customer Experience, Technical Support, Time Management, * 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
• Demonstrated experience with Software as a Medical Device (SaMD) and a solid understanding of healthcare regulations such as HIPAA and FDA guidelines (preferred)
• Strong understanding of RESTful APIs, including how to design, troubleshoot and integrate with them
• Experience in Python, React, React Native, MongoDB, and GCP is preferred but not required

Company Culture- Embrace the Pineapple! How do we do this?

Make Healthcare Better - is passionate about moving healthcare to a better place for everyone everywhere

Put Customers First - delights customers by working closely with them to support their initiatives

Be a Great Teammate - spreads the good vibes and is a joy to work with; also understands the value of helping one’s teammates

Gets $#!t Done - bias toward action and intrinsically motivated to go above and beyond; demonstrates the ability to work autonomously as well as across teams

We also practice a Focus on Quality and look for teammates who don’t cut corners and demonstrate integrity and attention to detail

EnsoData is seeking a Technical Services Engineer (Healthcare and/or Software as a Medical Device- SaMD) to contribute to our customer-facing technical services team, ensuring the successful implementation, deployment, and support of our software solutions in the healthcare industry. This position offers a flexible work environment, competitive salary of $80,000 - $85,000, stock options, plus benefits such as paid time off, healthcare insurance, and more., The benefits package includes, but is not limited to, the following:

Hybrid/Remote Company - we are a company with hybrid and remote options. That being said, we have an amazing office headquarters in downtown Madison, WI with views of the capitol that you are welcome to work from at anytime. In case you didn’t know, Madison has consistently been ranked as one of the top places to live in the US (businessinsider.com, money.com, livability.com)!

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.

Company Bonus Program - if we do well, we want to reward our team members! This position may include participation in the company bonus program.

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. (Hint: check out our blog for info from former team gatherings!)

Interview Process

• Submit a resume online and our hiring team will choose those that seem like the best candidates.
• We look forward to meeting you face-to-face! A few candidates will be chosen for a video call to get to know each other, discuss your experience, and explain the position in more detail.
• Expect an opportunity to show your skills.
• The final candidates will have a chance to meet a few people from the team.
• Offer!

Let’s talk

EnsoData seeks to recruit, hire, and retain the most talented people from a diverse candidate pool. Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. If you think you’re a great fit, but don’t necessarily check every box on the job description, please still get in touch.

To learn more about our ongoing commitment to diversity, see our updated website here.

Note: this role is based in the continental United States and currently EnsoData is unable to support sponsorships so candidates must be legally eligible to work and reside in the United States now and in the future.

Equal Employment Opportunity