Senior Technical Services Engineer

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

📋 Description

• Oversee and prioritize various incoming customer inquiries based on urgency and significance.

• Diagnose intricate technical issues across web-based, mobile, and desktop applications.

• Record and adhere to standard operating procedures for escalating matters to internal teams.

• Create documentation to aid other Technical Services Engineers with established processes.

• Lead internal projects with comprehensive documentation and proactive communication with stakeholders.

• Achieve expertise in complex technical domains.

• Provide mentorship to team members in intricate technical subjects.

• Liaise with customers regarding the necessary steps to resolve issues.

• Assume responsibility for escalated customer cases and make informed decisions that benefit both the customer and the company.

• Work in close collaboration with the Customer Success and Engineering teams.

• Facilitate the successful implementation, deployment, and integration of healthcare software and Software as a Medical Device (SaMD) solutions.

⛳️ Requirements

• Bachelor's degree in a relevant discipline (e.g., computer science, engineering, or healthcare).

• Over 7 years of experience in technical services, customer support, or related areas within the healthcare or software sectors.

• At least 3 years in a healthcare or healthcare-related position.

• Proficiency in troubleshooting and debugging code within web-based applications deployed in cloud environments like GCP, AWS, or Azure.

• Experience in addressing performance issues, API failures, and infrastructure-related challenges.

• Outstanding technical and non-technical communication skills along with strong problem-solving capabilities.

• Capability to manage complex technical customer escalations while ensuring prompt communication and resolution.

• Proven experience with Software as a Medical Device (SaMD) and familiarity with HIPAA and FDA regulations (preferred).

• Solid understanding of RESTful APIs, including their design, troubleshooting, and integration.

• Proficient in Python, React, React Native, MongoDB, Postgres, and/or GCP.

• Must be legally authorized to work and reside in the United States now and in the future.

• EnsoData cannot provide sponsorships.

🏝️ Benefits

• Flexible working environment.

• Health, dental, and vision insurance coverage.

• Paid time off options available.

• Stock options offered.

• Company Bonus Program.

• 401k plan.

• Team summits and events.

• Hybrid/remote working options.

• Opportunities for video-call and in-person interviews.