Senior Technical Services Engineer

EnsoData • Madison, WI

2d • $100,000 - $105,000 • Hybrid

About The Position

EnsoData is seeking a Senior Technical Services Engineer to join its customer-facing technical services team and support the implementation, deployment, and ongoing support of software solutions in healthcare environments. The role works closely with Customer Success and Engineering, helping integrate EnsoData’s Software as a Medical Device offerings and shape the customer experience. The position has a flexible work environment and is based in the continental United States; EnsoData cannot support visa sponsorship, and candidates must be legally eligible to work and reside in the United States now and in the future.

The engineer manages customer issues, troubleshoots complex problems across web, mobile, and desktop applications, and communicates with customers through resolution. The role also includes developing and maintaining documentation, driving internal projects, becoming a subject matter expert in complex technical areas, mentoring teammates, and taking ownership of escalated customer situations. EnsoData may also consider qualified candidates for other current or future opportunities aligned with their experience and interests.

EnsoData develops waveform artificial intelligence technology to improve healthcare accuracy, efficiency, and affordability. Its first solution, EnsoSleep, helps clinicians analyze, score, and manage sleep studies, supporting a faster patient testing, diagnosis, and treatment workflow. The company describes its culture through values including improving healthcare, putting customers first, being a great teammate, taking action, and maintaining a focus on quality and integrity.

Requirements

• Bachelor’s degree in a relevant field, such as computer science, engineering, or healthcare.
• At least 7 years of experience in technical services, customer support, or related fields within healthcare or software industries.
• At least 3 years of experience in a healthcare or healthcare-adjacent role.
• Experience troubleshooting and debugging code, ideally in web-based applications hosted in cloud environments such as GCP, AWS, or Azure; includes performance issues, API failures, and infrastructure-related problems.
• Exceptional technical and non-technical communication and problem-solving abilities.
• Ability to manage complex technical customer escalations and ensure timely communication and resolution.
• Strong understanding of RESTful APIs, including how to design, troubleshoot, and integrate them.
• Experience with one or more of Python, React, React Native, MongoDB, Postgres, and GCP.
• Must be legally eligible to work and reside in the United States now and in the future; visa sponsorship is not available.

Nice To Haves

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

Responsibilities

• Manage and prioritize incoming customer issues according to urgency and impact to ensure timely resolution.
• Troubleshoot complex technical issues in web-based, mobile, and desktop applications.
• Follow and document standard operating procedures for escalating issues to internal teams, and develop process documentation for other Technical Services Engineers.
• Drive internal projects, maintaining clear documentation and proactively communicating with stakeholders to ensure alignment and follow-through.
• Become a subject matter expert in complex technical areas and mentor team members.
• Communicate promptly and appropriately with customers about the steps needed to resolve their issues.
• Own escalated customer situations and make thoughtful, impactful decisions that serve both the customer and the company.

Benefits

• Flexible work environment with hybrid and remote options; employees are also welcome to work from the Madison, Wisconsin headquarters.
• Health insurance.
• Dental insurance.
• Vision insurance.
• Paid time off.
• Stock options.
• Company bonus program; this position may include participation.
• 401(k).
• Team summits and in-person team events.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior