Implementation Engineer

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Take charge of the technical execution following product deployments of Abridge, ensuring alignment with our partner growth objectives. Be the individual who instills technical assurance in both our partners and internal teams.

• Identify and resolve technical challenges across various failure points such as API connectivity, authentication issues, networking limitations, data discrepancies, EHR configuration, or internal Abridge failures, driving them to resolution to prevent any hindrance to adoption and growth.

• Manage escalated technical issues from partner-facing teams, facilitating resolutions or collaborating with engineering when deeper intervention is required.

• Actively monitor key account integration and product health metrics to uncover optimization opportunities and mitigate technical risks before they escalate into partner-reported problems.

• Serve as the technical liaison between our partners and internal teams (Integration Engineering, Partner Success, and Implementation), ensuring effective communication, informed product development decisions based on your expertise, and swift problem resolution.

• Counsel partners and internal teams on technical strategies for managing Abridge alongside complex partner-side initiatives, such as mergers and acquisitions, instance consolidations, EHR upgrades, and other infrastructure modifications.

• Act as an internal Subject Matter Expert (SME) across various product areas within Abridge and be the Partner Experience (PX) authority in product innovations with our partners.

• Collaborate with our builders to create and maintain our product deployment playbook, including deployment guides, troubleshooting manuals, and integration best practices that can be scaled across all partners.

• Provide insights on technical requirements and risks associated with new feature deployments that necessitate significant alterations or additional integrations, while supporting partner-facing teams in feature adoption following releases.

• Work alongside our engineering team to develop tools that improve our capacity to assist partners in real-time, including frameworks for integration health monitoring.

• Lead and coordinate after-hours support obligations for partner accounts when contracted to guarantee successful updates or technical modifications.

⛳️ Requirements

• Possess a strong understanding of networking principles, API architectures, authentication protocols (OAuth, SAML, JWT), and cloud infrastructure.

• Capable of debugging API failures, network issues (such as DNS, firewalls, load balancers), and integration failures across distributed systems — familiar with tools like Postman, system logs, and GCP.

• Excel in communication skills and can effectively translate technically intricate subjects for any audience, whether it be an engineer or a partner executive. Being deeply cross-functional and enjoying the role of a bridge between teams is essential.

• Have a sharp attention to detail and the ability to devise creative solutions for complex, ambiguous challenges.

• Able to convert learnings into repeatable technical processes that can scale.

• Enjoy partnering with customers to help them achieve their goals, leveraging product deployment to meet strategic objectives, and have a genuine appreciation for the customer-facing aspect of technical work.

• Bring 5+ years of experience in supporting business-critical relationships with substantial technical expertise.

🏝️ Benefits

• Generous Time Off: 14 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees.

• Comprehensive Health Plans: Medical, Dental, and Vision coverage for all full-time employees and their families.

• Generous HSA Contribution: If you opt for a High Deductible Health Plan, Abridge contributes monthly to your HSA.

• Paid Parental Leave: Generous paid parental leave for all full-time employees.

• Family Forming Benefits: Resources and financial support to assist you in building your family.

• 401(k) Matching: Contribution matching to help you invest in your future.

• Personal Device Allowance: Tax-free funds for personal device use.

• Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.

• Lifestyle Wallet: Monthly contributions for fitness, professional development, coworking, and more.

• Mental Health Support: Dedicated access to therapy and coaching to help you achieve your goals.

• Sabbatical Leave: Paid Sabbatical Leave after 5 years of employment.

• Compensation and Equity: Competitive compensation and equity grants for full-time employees.