Senior Technical Services Engineer

EnsoData • Madison, WI

1d • Hybrid

About The Position

EnsoData is seeking a Senior Technical Services Engineer to support customer-facing technical services and help implement, deploy, and support software solutions in healthcare environments. The role works closely with Customer Success and Engineering teams to integrate Software as a Medical Device (SaMD) offerings and improve customer experience, efficiency, and satisfaction. The position involves handling complex customer issues, owning escalations, contributing to internal projects and documentation, and mentoring teammates. The position is based in the continental United States and offers a flexible work environment with hybrid and remote options; the Madison, Wisconsin headquarters is also available to employees.

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, including 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 with them.
• Legally eligible to work and reside in the United States now and in the future; the company is unable to support sponsorships.

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.
• Experience with Python, React, React Native, MongoDB, Postgres, and/or GCP.

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 standard operating procedures for escalating issues to internal teams and develop process documentation for other Technical Services Engineers.
• Drive internal projects, maintain clear documentation, and proactively communicate 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 required to resolve their issues.
• Take ownership of escalated customers and make thoughtful, impactful decisions that suit both the customer and the company.

Benefits

• Health insurance, with plan options for employees and dependents.
• Dental insurance, with plan options for employees and dependents.
• Vision insurance, with plan options for employees and dependents.
• Paid time off.
• Stock options.
• Company bonus program participation may be available for this position.
• 401(k).
• Team summits and in-person team events.

What This Job Offers

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