Senior Technical Services Engineer

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.