Solutions Engineer – Integrations

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

📋 Description

• Act as the main escalation point for all customer issues related to integrations, encompassing dropship vendors, fax services, ordering platforms, credit card processing, and other native integrations.

• Take ownership of the complete customer experience for integrations after implementation, from troubleshooting to resolution and proactive communication.

• Construct and maintain a detailed ecosystem map of all third-party integrations, monitoring vendor contacts, licensing requirements, sandbox availability, and associated costs.

• Develop and oversee vendor relationships, serving as NikoHealth’s primary liaison for integration partners.

• Assist with API-related customer issues following implementation, diagnosing errors and coordinating with Engineering when developer input is necessary.

• Educate customers on integration touchpoints within the NikoHealth UI, helping them understand the interaction of third-party tools with our platform.

• Participate in product meetings to highlight integration requirements, bugs, and enhancement requests on behalf of customers.

• Work closely with the Engineering and Release Engineering teams to address complex integration challenges.

• Create and sustain integration documentation, runbooks, and support processes to empower the broader support team.

• Discover workflow solutions by utilizing knowledge of how other customers utilize similar integrations, and proactively suggest best practices to CSMs and customers.

⛳️ Requirements

• 4–6 years of experience in a customer-facing technical support, solutions, or integrations role, with a minimum of 2 years in a SaaS or healthcare technology environment.

• Bachelor’s degree or equivalent practical experience (hands-on integration/support experience and relevant certifications are prioritized over a specific field of study).

• Knowledge of API connections, infrastructure mapping, and the ability to read API documentation (e.g., Swagger/OpenAPI).

• Experience with monitoring and observability tools (such as Datadog or similar).

• Proficient with JIRA or comparable project management and ticketing systems.

• Strong communication skills in customer-facing situations—comfortable engaging in calls, guiding customers through complex workflows, and simplifying technical concepts.

• Exceptional organizational and project management skills—capable of self-prioritizing in a dynamic startup environment.

• A customer-centric mindset coupled with a genuine curiosity about system connections and communications.

• Familiarity with customer support tools (like Intercom, Zendesk, or similar) is advantageous.

• Bonus: Experience in the DME/HME industry or healthcare SaaS.

• Background in managing vendor or partner relationships.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and flexible work arrangements.

• Opportunities for professional development and continuous learning.

• Engaging work environment that fosters innovation and collaboration.