EnsoData
Senior Customer Success Engineer (Hybrid or Remote)
We’re looking for a Senior Customer Success Engineer passionate about making healthcare better to help solve technical problems, provide advice for customers, and give product input to the R&D team. This position offers a salary of $95,000–$100,000 and stock options, plus benefits such as paid time off, healthcare insurance, and more.
Base pay range $95,000 / yr – $100,000 / yr
Responsibilities
Assisting other Customer Success Engineers on complicated investigations and coding small bug fixes that keep customers happy.
Facilitating 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.
Requirements
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, e.g., Bachelor’s degree including programming coursework, graduation from a development bootcamp, or 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.
Company Culture
Make Healthcare Better – passionate about moving healthcare to a better place for everyone everywhere.
Put Customers First – delights customers by working closely with them to support their initiatives.
Be a Great Teammate – spreads the good vibes and is a joy to work with; also understands the value of helping one’s teammates.
Gets $#!t Done – bias toward action and intrinsically motivated to go above and beyond; demonstrates the ability to work autonomously as well as across teams.
Focus on Quality – looks for teammates who don’t cut corners and demonstrate integrity and attention to detail.
Benefits
Hybrid/Remote Company – with hybrid and remote options and a downtown Madison headquarters.
Health, dental, and vision insurance with options to choose a plan that fits you and your dependent’s needs.
Paid time off options.
Stock options.
Company Bonus Program.
401k.
Team Summits.
Interview Process
Submit a resume online and our hiring team will choose those that seem like the best candidates.
A few candidates will be chosen for a video call to get to know each other, discuss experience, and explain the position in more detail.
Opportunity to show your skills.
The final candidates will have a chance to meet a few people from the team.
Offer.
Let’s Talk EnsoData seeks to recruit, hire, and retain the most talented people from a diverse candidate pool. If you think you’re a great fit but don’t necessarily meet every box, please still get in touch. To learn more about our ongoing commitment to diversity, check our page. Note: this role is based in the continental United States and currently EnsoData is unable to support sponsorships. Candidates must be legally eligible to work and reside in the United States now and in the future.
Equal Employment Opportunity EnsoData is proud to be an Equal Employment Opportunity employer. We do not discriminate against, nor do we tolerate unlawful harassment of, team members or any other covered persons on any basis of race, color, national origin, gender, sexual orientation, disability, or any other status protected by law. We value, celebrate, and support diversity, inclusion, and our differences. We strongly encourage women, people of color, LGBTQIA+ individuals, people with disabilities, and veterans to apply. To request an accommodation or alternative application, contact Angela at angela@ensodata.com.
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Base pay range $95,000 / yr – $100,000 / yr
Responsibilities
Assisting other Customer Success Engineers on complicated investigations and coding small bug fixes that keep customers happy.
Facilitating 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.
Requirements
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, e.g., Bachelor’s degree including programming coursework, graduation from a development bootcamp, or 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.
Company Culture
Make Healthcare Better – passionate about moving healthcare to a better place for everyone everywhere.
Put Customers First – delights customers by working closely with them to support their initiatives.
Be a Great Teammate – spreads the good vibes and is a joy to work with; also understands the value of helping one’s teammates.
Gets $#!t Done – bias toward action and intrinsically motivated to go above and beyond; demonstrates the ability to work autonomously as well as across teams.
Focus on Quality – looks for teammates who don’t cut corners and demonstrate integrity and attention to detail.
Benefits
Hybrid/Remote Company – with hybrid and remote options and a downtown Madison headquarters.
Health, dental, and vision insurance with options to choose a plan that fits you and your dependent’s needs.
Paid time off options.
Stock options.
Company Bonus Program.
401k.
Team Summits.
Interview Process
Submit a resume online and our hiring team will choose those that seem like the best candidates.
A few candidates will be chosen for a video call to get to know each other, discuss experience, and explain the position in more detail.
Opportunity to show your skills.
The final candidates will have a chance to meet a few people from the team.
Offer.
Let’s Talk EnsoData seeks to recruit, hire, and retain the most talented people from a diverse candidate pool. If you think you’re a great fit but don’t necessarily meet every box, please still get in touch. To learn more about our ongoing commitment to diversity, check our page. Note: this role is based in the continental United States and currently EnsoData is unable to support sponsorships. Candidates must be legally eligible to work and reside in the United States now and in the future.
Equal Employment Opportunity EnsoData is proud to be an Equal Employment Opportunity employer. We do not discriminate against, nor do we tolerate unlawful harassment of, team members or any other covered persons on any basis of race, color, national origin, gender, sexual orientation, disability, or any other status protected by law. We value, celebrate, and support diversity, inclusion, and our differences. We strongly encourage women, people of color, LGBTQIA+ individuals, people with disabilities, and veterans to apply. To request an accommodation or alternative application, contact Angela at angela@ensodata.com.
#J-18808-Ljbffr