Solutions Engineer

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

📋 Description

• Collaborate with the Customer Success team during on-site visits and training sessions, serving as the technical liaison between end users and the wider WellHive organization.

• Facilitate both structured and informal feedback sessions with end users to uncover pain points, unmet needs, and opportunities for enhancing the adoption of WellHive solutions.

• Collect, analyze, and synthesize both quantitative and qualitative data (including usage statistics, error patterns, and workflow observations) to guide solution design and prioritization.

• Employ User-Centered Design (UCD) methodologies, such as journey mapping, usability analysis, contextual inquiry, and iterative feedback loops, to steer the development of solutions.

• Acquire an in-depth understanding of the WellHive platform architecture, APIs, and system integrations to ensure that proposed solutions are technically viable and consistent with the product roadmap.

• Build expertise in the VA scheduling domain, encompassing relevant policies, terminology, workflows, and stakeholder dynamics to ensure solutions reflect actual operational contexts.

• Define and document potential solution alternatives in clear, structured formats suitable for both technical and non-technical audiences.

• Utilize AI to create rapid prototypes and interactive wireframes for conveying solution ideas, gathering initial feedback, and validating design assumptions prior to full-scale development.

• Develop professional presentations and executive-level briefings to share findings, options, and recommendations with WellHive leadership and customer stakeholders.

• Produce high-quality technical and functional documentation, including solution overviews, user guides, workflow diagrams, and decision support materials.

• Work closely with Product, Engineering, and Customer Success teams to ensure that proposed solutions are practical, prioritized, and properly transitioned for development or implementation.

• Monitor post-implementation adoption and satisfaction, providing insights for future solution cycles to foster continuous improvement.

• Assist in change management initiatives at customer sites by identifying barriers to adoption and proposing targeted interventions.

• Advocate for the end user's perspective in internal planning meetings, defining requirements and change requests, grooming the backlog, and engaging in product strategy discussions.

⛳️ Requirements

• A Bachelor’s degree in Computer Science, Information Systems, Human-Computer Interaction, Design, or a related discipline; equivalent professional experience may be accepted.

• Over 3 years of experience in a solution engineering, product management, UX research, or technical consulting role, ideally within a SaaS or federal health IT setting.

• Proven expertise in User-Centered Design principles and methods, including usability testing, persona development, journey mapping, and iterative prototyping.

• Practical experience in creating wireframes and interactive prototypes using tools such as Figma, Balsamiq, Axure, or similar.

• Ability to interpret technical documentation, system architecture diagrams, and API specifications; prior software development experience is advantageous.

• Experience in producing executive-quality presentations, briefings, and written documentation tailored for diverse stakeholder groups.

• Strong quantitative and qualitative analytical abilities, including the capacity to collect, interpret, and present usage statistics and user research insights.

• Outstanding interpersonal and communication skills, demonstrating the ability to build rapport and trust with both technical engineers and non-technical end users.

• Comfortable working in fast-paced and ambiguous environments, swiftly transitioning between strategic planning and hands-on execution.

• Experience with or within the Department of Veterans Affairs or other federal health systems is highly preferred.

• Familiarity with VA scheduling workflows, community care programs, or federal healthcare IT standards (such as FHIR, HL7, or VistA) is a significant advantage.

• Willingness to travel occasionally for customer site visits and training sessions.

• Proficiency in Jira, Confluence, or similar product and project management tools.

🏝️ Benefits

• Flexible work arrangements