Technical Services Engineer

EnsoData•Madison, WI

1d•Hybrid

About The Position

EnsoData is seeking a Technical Services Engineer (Healthcare and/or Software as a Medical Device - SaMD) to contribute to our customer-facing technical services team, ensuring the successful implementation, deployment, and support of our software solutions in the healthcare industry. As a Technical Services Engineer, you will be part of a technical support team while working closely with our Customer Success and Engineering teams. You will play a vital role in shaping our customer experience and ensuring that our SaMD offerings are effectively integrated into healthcare environments. Your work will help drive efficiency, effectiveness, and overall customer satisfaction.

Requirements

Bachelor’s degree in a relevant field (e.g., computer science, engineering, or healthcare)
1 year of experience in technical services, customer support, or related fields within the healthcare or software industries
Experience troubleshooting and debugging code, ideally within web-based applications hosted in cloud environments (e.g., GCP, AWS, or Azure), including performance issues, API failures, and infrastructure-related problems
Exceptional communication and problem-solving abilities, both technical and non-technical
Demonstrated experience with Software as a Medical Device (SaMD) and a solid understanding of healthcare regulations such as HIPAA and FDA guidelines (preferred)
Strong understanding of RESTful APIs, including how to design, troubleshoot and integrate with them
Experience in Python, React, React Native, MongoDB, and GCP is preferred but not required
Candidates must be legally eligible to work and reside in the United States now and in the future.

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 in Python, React, React Native, MongoDB, and GCP

Responsibilities

Manage and prioritize multiple incoming customer issues, balancing urgency and impact to ensure timely resolution
Effectively troubleshoot complex technical issues within web-based applications
Document and follow standard operating procedures (SOPs) for appropriate escalation of issues to internal teams as needed, develop documentation to assist other TSEs with processes
Provide timely and appropriate communication with the customer to explain the steps required to solve their issue
Ensure customer issues and resolutions are properly documented