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Salary: USD 80,000 - 85,000 / annual
EnsoData is a healthcare AI company using waveform artificial intelligence and machine learning to analyze sensor data and improve clinical workflows. Their first solution, EnsoSleep, is an FDA-cleared tool that reduces the time clinicians spend analyzing and scoring sleep studies. The company is expanding its AI capabilities across sleep medicine, ICU monitoring, seizure detection, and early disease detection.
As a Technical Services Engineer, you will join the customer-facing technical services team, working closely with Customer Success and Engineering to ensure successful implementation, deployment, and support of EnsoData's Software as a Medical Device (SaMD) solutions in healthcare environments.
Key Responsibilities:
- Manage and prioritize multiple incoming customer issues, balancing urgency and impact for timely resolution
- Troubleshoot complex technical issues within web-based applications
- Document and follow standard operating procedures (SOPs) for issue escalation to internal teams
- Develop documentation to assist other Technical Services Engineers with processes
- Provide timely and appropriate communication with customers to explain resolution steps
- Ensure customer issues and resolutions are properly documented
You will play a vital role in shaping customer experience and ensuring effective integration of SaMD offerings into healthcare environments, driving efficiency, effectiveness, and customer satisfaction.
EnsoData offers a hybrid/remote work environment with an office headquarters in downtown Madison, WI. The company culture emphasizes making healthcare better, putting customers first, being a great teammate, and getting things done with a focus on quality.
Requirements:
- Bachelor's degree in a relevant field (computer science, engineering, or healthcare)
- 1+ year of experience in technical services, customer support, or related fields within healthcare or software industries
- Experience troubleshooting and debugging code in web-based applications hosted in cloud environments (GCP, AWS, or Azure), including performance issues, API failures, and infrastructure problems
- Exceptional communication and problem-solving abilities, both technical and non-technical
- Strong understanding of RESTful APIs, including design, troubleshooting, and integration
- Preferred: Demonstrated experience with Software as a Medical Device (SaMD) and understanding of healthcare regulations (HIPAA, FDA guidelines)
- Preferred: Experience with Python, React, React Native, MongoDB, and GCP
