Customer Success Engineer (Remote or Hybrid)

EnsoData • Madison, WI

20h • $80,000 - $85,000 • Hybrid

About The Position

In short: we're looking for a 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 $80,000-$85,000 and stock options, plus benefits such as paid time off, healthcare insurance, and family and caregiver time away. Hi, I'm Shannon, the Implementations Manager at EnsoData! We're excited to announce that we're looking for a new teammate - a Customer Success Engineer passionate about making healthcare better! We are looking to fill this position soon so be sure to send your resume and highlight any Python experience as well as Custo mer Success experience in healthcare SaaS ! The mission for the 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: Piloting customers through their onboarding journey by mapping their integrations, training clinicians, and customizing diagnostic reports 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 and customer communication Meeting with clinician end-users of EnsoSleep to review feedback and apply configuration changes to more-closely align the software to their preferences Advising sleep lab staff on best practice workflows for efficiency and accuracy 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. Here is a little about what we are doing in the world of sleep medicine... EnsoSleep - FDA-Cleared PSG and HSAT Scoring and Study Management EnsoHST - FDA-Cleared, AI-Powered Sleep Diagnosis Using Pulse Oximeters Here is a link to learn a little about our Celeste app!

Requirements

• 1-5 years of experience in customer support as a technical problem solver, customer support engineer, sales/solutions engineer, 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, for example:
• Bachelor's degree including programming coursework
• Graduation from a development bootcamp
• Professional experience in writing software on-the-job
• Demonstrated ability to ask technical questions of non-technical end-users, translate their expressed feedback into required changes, and communicate back timelines
• Project management interest and experience strongly desired; PMP a bonus
• Ability to travel approximately 10% of the calendar year

Responsibilities

• Piloting customers through their onboarding journey by mapping their integrations, training clinicians, and customizing diagnostic reports
• 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 and customer communication
• Meeting with clinician end-users of EnsoSleep to review feedback and apply configuration changes to more-closely align the software to their preferences
• Advising sleep lab staff on best practice workflows for efficiency and accuracy

Benefits

• 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 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!)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees