Senior Technical Services Engineer

About this role

Hi! I'm Montana, the Technical Services Manager at EnsoData. The VP of Customer Success, Kelsey, and I are looking for a new team member who is passionate about making healthcare better and being a great teammate!
EnsoData is seeking a Senior Technical Services Engineer (Healthcare and/or Software as a Medical Device - SaMD) to contribute to our customer-facing technical services team, ensuring the successful implementation, deployment, and support of our software solutions in the healthcare industry. This position offers a flexible work environment, competitive salary of $100,000 - $105,000, stock options, plus benefits such as paid time off, healthcare insurance, and more.
About the Role
As the Senior Technical Services Engineer, you will be part of a technical support team while working closely with our Customer Success and Engineering teams. You will play a vital role in shaping the customer experience and ensuring that our SaMD offerings are effectively integrated into healthcare environments. Your work will help drive efficiency, effectiveness, and overall customer satisfaction.
Key Responsibilities:

• Manage and prioritize multiple incoming customer issues, balancing urgency and impact to ensure timely resolution

• Effectively troubleshoot complex technical issues within web-based, mobile, and desktop applications

• Document and follow standard operating procedures (SOPs) for appropriate escalation of issues to internal teams as needed, develop documentation to assist other TSEs with processes

• Responsible for driving internal projects, maintaining clear documentation and proactive communication with stakeholders to ensure alignment and follow-through

• Responsible for becoming a subject matter expert on complex technical areas and mentoring team members in these areas

• Provide timely and appropriate communication with the customer to explain the steps required to solve their issue

• Take ownership of escalated customers and independently make thoughtful yet impactful decisions that best suit the customer and company

As EnsoData continues to grow across multiple teams, we may consider qualified candidates for other current or future opportunities that closely align with their experience, skills, and career interests. If another role appears to be a strong mutual fit, our team may reach out to discuss it with you.
Requirements
Qualifications:

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

• 7+ years of experience in technical services, customer support, or related fields within the healthcare or software industries

• 3+ years in a healthcare or healthcare adjacent role

• Experience troubleshooting and debugging code, ideally within web-based applications hosted in cloud environments (e.g., GCP, AWS, or Azure), including performance issues, API failures, and infrastructure-related problems

• Exceptional communication and problem-solving abilities, both technical and non-technical

• Ability to manage complex technical customer escalations and ensure communication and resolution in a timely manner.

• Demonstrated experience with Software as a Medical Device (SaMD) and a solid understanding of healthcare regulations such as HIPAA and FDA guidelines (preferred)

• Strong understanding of RESTful APIs, including how to design, troubleshoot and integrate with them

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

About EnsoData

EnsoData strives to make healthcare more accurate, efficient, and affordable through waveform artificial intelligence (AI) technology. Using AI and machine learning, our software analyzes billions of data points collected from sensors placed throughout the human body. Our first solution, EnsoSleep, reduces the time clinicians spend analyzing, scoring and managing sleep studies. This results in a simplified and accelerated patient testing, diagnosis, and treatment workflow. Our AI-powered technology has the capability of informing health decisions beyond sleep medicine, from monitoring patient health in the ICU or through wearables, to detecting and capturing seizure data, to providing earlier detection of heart disease, diabetes, stroke, and Alzheimer’s. For more information about our products, please visit ensodata.com.
Company Culture - Embrace the Pineapple! How do we do this?
Make Healthcare Better - is 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
We also practice a Focus on Quality and look for teammates who don't cut corners and demonstrate integrity and attention to detail
Benefits
The benefits package includes, but is not limited to, the following:
Hybrid/Remote Company - we are a company with hybrid and remote options. That being said, we have an amazing office headquarters in downtown Madison, WI with views of the capitol that you are welcome to work from at anytime. In case you didn't know, Madison has consistently been ranked as one of the top places to live in the US (businessinsider.com, money.com, livability.com)!
Health, dental, and vision insurance with options to choose a plan that fits you and your dependents needs.
Paid time off options - we want our employees to rest, recharge, and feel better.
Stock options - we want team members to feel ownership in the organization. When EnsoData does well, you do well.
Company Bonus Program - if we do well, we want to reward our team members! This position may include participation in the company bonus program.
401k to help people invest in the future.
Team Summits! We look forward to opportunities to gather…