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EnsoData · 9 hours ago

Senior Customer Success Engineer (Hybrid or Remote)

Madison, WI

Full-time

Hybrid

Mid, Senior Level

$95K/yr - $100K/yr

5+ years exp

EnsoData is a company striving to improve healthcare through AI technology. They are seeking a Senior Customer Success Engineer to help customers solve technical problems and provide product input, while building relationships to ensure customer success.

AnalyticsArtificial Intelligence (AI)Health CareMachine LearningSoftware

No H1B

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

Qualification

PythonCustomer SuccessHealthcare SaaSAPIsProject ManagementTechnical Problem SolvingCommunication Skills

Required

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