Senior Customer Success Engineer

In short: we're looking for a Senior Customer Success Engineer (hybrid or remote) passionate about making healthcare better to help solve technical problems, provide advice for customers, and give product input to the R&D team. This position offers a salary of $84,000-$90,000 and stock options, plus benefits such as paid time off, opportunities for family and caregiver time away, and healthcare to name a few.

Hi, I'm Kelsey, the VP of Customer Success at EnsoData! We're excited to announce that we're looking for a new teammate - a Senior Customer Success Engineer passionate about making healthcare better! The mission for the Senior Customer Success Engineer is to build relationships with our customers to help set them up for technical success. We are looking for a team member who is proactive in making the role better, interested in problem solving and, as needed, creating processes for the role.

On a given day, this could include:

• Assisting other Customer Success Engineers on complicated investigations and coding small bug fixes that can keep customers happy
• Facilitate new customer implementations or device integrations using a mix of standardized plans and unique problem solving
• Jumping on an issue emailed or texted to you by a sleep tech or physician, delivering rapid and compassionate communication of updates to the customer
• Investigating, identifying, and documenting the root cause of problems and planning technical solutions; owning the resolution of fixes as you work with an engineer to write and release the relevant code
• Meeting with clinician end-users of EnsoSleep to review feedback and apply configuration changes to more-closely align the software to their preferences
• Working with the software engineering team to maintain >99% successful study-scoring throughput by helping with error reporting, system monitoring, and testing processes

EnsoData

EnsoData strives to make healthcare more accurate, efficient, and affordable through waveform artificial intelligence (AI) technology. Using AI and machine learning, our software analyzes billions of data points collected from sensors placed throughout the human body. Our first solution, EnsoSleep, reduces the time clinicians spend analyzing, scoring and managing sleep studies. This results in a simplified and accelerated patient testing, diagnosis, and treatment workflow. Our AI-powered technology has the capability of informing health decisions beyond sleep medicine, from monitoring patient health in the ICU or through wearables, to detecting and capturing seizure data, to providing earlier detection of heart disease, diabetes, stroke, and Alzheimer’s.

Requirements

• 3-5 years of experience in customer support as a technical problem solver, customer support engineer, sales/solutions engineer, technical services team member, hospital clinical engineering practitioner, or as a clinician providing technical support to fellow clinicians

• Experience writing and reading software in one or more programming languages, for example:
• Bachelor's degree including programming coursework
• Graduation from a development bootcamp
• Professional experience in writing software on-the-job
• Practiced experience in APIs (e.g. delivering API product to customers, helping others with escalations related to an API, etc.)
• Demonstrated ability to ask technical questions of non-technical end-users, translate their expressed feedback into required changes, and communicate back timelines
• Proven skills in triaging customer needs and developed ability to communicate with Product Development team members to hand off complex tickets
• Demonstrated confidence to differentiate between technical priorities and ability to communicate such given department, product and/or company strategy
• Ability to travel approximately 15% of the calendar year

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