Hi! I'm Kelsey, the VP of Customer Success at EnsoData. We are looking for a new team member who is passionate about making healthcare better and being a great teammate!
EnsoData is seeking a Technical Services Manager (Healthcare and/or Software as a Medical Device - SaMD) to lead and support our customer-facing technical services team, ensuring the successful implementation, deployment, and support of our software solutions in the healthcare industry. This hybrid/remote position offers a flexible work environment, competitive salary of $120,000 along with stock options and generous benefits, including paid time off.
About the Role
As the Technical Services Manager, you will manage technical support engineers and customer support specialists 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 expertise in Healthercare and/or Software as a Medical Device will help drive efficiency, effectiveness, and overall customer satisfaction.
Key Responsibilities:
- Lead and mentor the technical services team, providing guidance on best practices and technical solutions.
- Act as the primary point of contact for technical inquiries and escalated, advanced support issues, ensuring timely resolution.
- Design and monitor processes for high-volume, low difficulty support requests
- Prioritize high-impact fixes that align with the Quality Management System (QMS) and business goals.
- Provide excellent customer interaction through management of integration partners and advising the Customer Success team for highest-touch customers.
- Collaborate with cross-functional teams including Regulatory and Quality to ensure we keep a focus on quality.
- Maintain documentation of processes and customer interactions ensuring compliance with industry standards.
- Responsible for after-hours escalation process and the ticket management processes as well as the monthly management report for tickets.
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.
Check out EnsoHST to see out newest efforts in sleep medicine!
Qualifications:
- Bachelor’s degree in a relevant field (e.g., computer science, engineering, or healthcare)
- 5+ years of experience in technical services, customer support, or related fields within the healthcare or software industries
- 1+ year(s) of managing a small team
- 5+ years of experience programming
- Experience managing issues and designing workflows in ticketing systems such as Zendesk or Jira
- Demonstrated experience with Software as a Medical Device (SaMD) and a solid understanding of healthcare regulations such as HIPAA and FDA guidelines (preferred)
- Experience troubleshooting and debugging web-based applications hosted in cloud environments (e.g., GCP, AWS, or Azure), including performance issues, API failures, and infrastructure-related problems.
- Experience in Python, React, MongoDB, and GCP is preferred but not required.
- Strong understanding of RESTful APIs, including how to design, troubleshoot and integrate with them.
- Exceptional communication and problem-solving abilities, both technical and non-technical
- Ability to travel approximately 10-15% of the calendar year to engage with clients and team members on-site; our ideal candidate would live within a 2-hour radius of Madison, WI because our team enjoys meeting in person!
Company Culture - Embrace the Pineapple!
- Make Healthcare Better - passionate about improving healthcare experiences.
- Put Customers First - dedicated to understanding and meeting customer needs.
- Be a Great Teammate - foster a collaborative and supportive work environment.
- Gets $#!t Done - act decisively and go above and beyond.
- Inject a Focus on Quality - maintain integrity and attention to detail in all aspects of work.
The benefits package includes, but is not limited to, the following:
Remote and flexible schedule - we are a remote company with hybrid options and support for flexible schedules! That being said, we 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
Submit a resume online and our hiring team will choose those that seem like the best candidates. 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. Expect an opportunity to show your skills. The final candidates will have a chance to meet a few people from the team. 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 and reside 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.
