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 (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 position offers a 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 a technical support engineer(s) 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 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.
• 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 escalations and the ticket management processes as well as the monthly management report for tickets.

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.
• 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.
• Experience with mobile application development is a plus.
• 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.

2023 Inc. Magazine's Best Workplaces (third year in a row!)

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!
• 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.
• 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.

Interview Process

1. Submit a resume online and our hiring team will choose those that seem like the best candidates.
2. 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.
3. Expect an opportunity to show your skills.
4. The final candidates will have a chance to meet a few people from the team.
5. Offer!

Let’s talk

EnsoData seeks to recruit, hire, and retain the most talented people from a diverse candidate pool. If you think you’re a great fit, but don't necessarily check every box on the job description, please still get in touch.

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, 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.

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