Technical Services Manager (Healthcare)

Hi! I'm Kelsey, the VP of Customer Success at EnsoData. We are looking for a new team member who is passionate about making healthcare better and being a great teammate!

EnsoData is seeking a Technical Services Manager (Healthcare and/or Software as a Medical Device - SaMD) to lead and support our customer-facing technical services team, ensuring the successful implementation, deployment, and support of our software solutions in the healthcare industry. This hybrid/remote position offers a flexible work environment, competitive salary of $120,000 along with stock options and generous benefits, including paid time off.

About the Role

As the Technical Services Manager, you will manage technical support engineers and customer support specialists 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 expertise in Healthercare and/or Software as a Medical Device will help drive efficiency, effectiveness, and overall customer satisfaction.

Key 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.
• Design and monitor processes for high-volume, low difficulty support requests
• 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 escalation process and the ticket management processes as well as the monthly management report for tickets.

About 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.

Check out EnsoHST to see out newest efforts in sleep medicine!

Requirements

Qualifications:

• 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 managing issues and designing workflows in ticketing systems such as Zendesk or Jira
• Demonstrated experience with Software as a Medical Device (SaMD) and a solid understanding of healthcare regulations such as HIPAA and FDA guidelines (preferred)
• 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.
• Experience in Python, React, MongoDB, and GCP is preferred but not required.
• 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!

Company Culture - Embrace the Pineapple!

• Make Healthcare Better - passionate about improving healthcare experiences.
• Put Customers First - dedicated to understanding and meeting customer needs.
• Be a Great Teammate - foster a collaborative and supportive work environment.
• Gets $#!t Done - act decisively and go above and be