Hybrid Customer Success Engineer

at EnsoData

• Job title: Customer Success Engineer
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $80,000 - $85,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: PMP
• Location requirements: Hybrid, Madison, United States

About the role

• Customer Success Engineer improving healthcare by solving technical issues and guiding customers through onboarding. Working with AI technology to enhance patient testing and diagnosis.

Responsibilities

• Piloting customers through their onboarding journey by mapping their integrations, training clinicians, and customizing diagnostic reports
• 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 and customer communication
• Meeting with clinician end-users of EnsoSleep to review feedback and apply configuration changes to more-closely align the software to their preferences
• Advising sleep lab staff on best practice workflows for efficiency and accuracy

Requirements

• 1-5 years of experience in customer support as a technical problem solver, customer support engineer, sales/solutions engineer, hospital clinical engineering practitioner, or as a clinician providing technical support to fellow clinicians
• 3+ years in a healthcare or healthcare adjacent role
• 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
• Demonstrated ability to ask technical questions of non-technical end-users, translate their expressed feedback into required changes, and communicate back timelines
• Project management interest and experience strongly desired; PMP a bonus
• Ability to travel approximately 10% of the calendar year

Benefits

• 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.