Technical Customer Success Specialist in a team developing web data gathering solutions. Providing exceptional customer experience and support for B2C/B2B clients.
About the role
- Senior Customer Success Engineer supporting healthcare customers by solving technical problems and enhancing product usability. Working with R&D and engineering teams to ensure customer success in implementations and integrations.
Responsibilities
- 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 in 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
Requirements
- 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
- 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
- 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
- Project management interest and experience strongly desired; PMP a bonus
- Ability to travel approximately 15% of the calendar year
Benefits
- 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!)
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