Senior Customer Success Engineer

In short: we're looking for a Senior Customer Success Engineer (hybrid or remote) 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 $84,000-$90,000 and stock options, plus benefits such as paid time off, opportunities for family and caregiver time away, and healthcare to name a few.

Hi, I'm Kelsey, the VP of Customer Success at EnsoData! We're excited to announce that we're looking for a new teammate - a Senior Customer Success Engineer passionate about making healthcare better! The mission for the Senior Customer Success Engineer is to build relationships with our customers to help set them up for technical success. We are looking for a team member who is proactive in making the role better, interested in problem solving and, as needed, creating processes for the role.

On a given day, this could include:

• 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 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

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.

Requirements

• 3-5 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

• 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
• Ability to travel approximately 15% of the calendar year

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

2023 Inc. Magazine's Best Workplaces (third year in a row!)

Benefits

The benefits package includes, but is not limited to, the following:

• Remote and flexible schedule - we offer the option to be 100% remote with support for flexible schedules! That being said, we do have an amazing office headquarters in downtown Madison, WI with views of the capitol that you are welcome to work 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.
• 401k to help people invest in the future.
• Team Summits! We look forward to opportunities to gather in person and enjoy a few days together. We participate in team events and gain some great in-person time. (Hint: check out our blog for info from former team gatherings!)

Interview Process

1. Submit a resume online and our hiring team will choose those that seem like the best candidates.
2. We look forward to meeting you face-to-face! A few candidates will be chosen for a video call to get to know each other, discuss your experience, and explain the position in more detail.
3. Expect an opportunity to show your skills.
4. The final candidates will have a chance to meet a few people from the team.
5. Offer!

Let’s talk

EnsoData seeks to recruit, hire, and retain the most talented people from a diverse candidate pool. Research shows that while men apply to jobs when they meet an average of 60% of the criteria, women and other marginalized folks tend to only apply when they check every box. If you think you’re a great fit, but don't necessarily check every box on the job description, please still get in touch.

To learn more about our ongoing commitment to diversity, check here.

Note: this role is based in the continental United States and currently EnsoData is unable to support sponsorships so candidates must be legally eligible to work 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 against, team members or any other covered persons on any basis of race, color, protective hairstyles, national, social, or ethnic origin, gender, pregnancy, childbirth, gender orientation, identity or expression, sexual, relationship, or romantic orientation, marital, civil union or domestic partnership status, family or parental status, age, protected veteran status, arrest record, expunged or sealed convictions, criminal history, source of income, credit history, housing status, physical, mental, or sensory disability, medical condition, genetic information, religion, or any other status protected by the laws or regulations in the locations where we operate.

We value, celebrate, and support diversity, inclusion, and our differences. We are committed to providing a safe work environment and a company culture of mutual respect where equal employment opportunities are available to all applicants and teammates. We seek to recruit, hire, and retain the most talented people from a diverse candidate pool. We strongly encourage women, people of color, LGBTQIA+ individuals, people with disabilities, members of ethnic minorities, intersectional individuals, foreign-born residents, and veterans to apply. We have a deep conviction that diversity and inclusion among our teams, our communities, and our physical and virtual workplaces is vital to the success of EnsoData’s mission to improve healthcare access, outcomes, and affordability for patients and communities everywhere globally.

If you are a job seeker applying to EnsoData and you feel that you need to request an accommodation or alternative application, please contact Angela at angela@ensodata.com.