Hi! I'm Montana, the Technical Services Manager at EnsoData. Kelsey, the VP of Customer Success, and I 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 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. This position offers a flexible work environment, competitive salary of $80,000 - $85,000, stock options, plus benefits such as paid time off, healthcare insurance, and more. About the Role 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. Key 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 As EnsoData continues to grow across multiple teams, we may consider qualified candidates for other current or future opportunities that closely align with their experience, skills, and career interests. If another role appears to be a strong mutual fit, our team may reach out to discuss it with you. 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... EnsoHST- FDA-Cleared, AI-Powered Sleep Diagnosis Using Pulse Oximeters EnsoSleep - FDA-Cleared PSG and HSAT Scoring and Study Management **Here is a link to learn a little about our Celeste app! Requirements Qualifications: • 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 Company Culture - Embrace the Pineapple! How do we do this? Make Healthcare Better - is passionate about moving healthcare to a better place for everyone everywhere Put Customers First - delights customers by working closely with them to support their initiatives Be a Great Teammate - spreads the good vibes and is a joy to work with; also understands the value of helping one's teammates Gets $#!t Done - bias toward action and intrinsically motivated to go above and beyond; demonstrates the ability to work autonomously as well as across teams We also practice a Focus on Quality and look for teammates who don't cut corners and demonstrate integrity and attention to detail Benefits The benefits package includes, but is not limited to, the following: 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!) 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