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.

Requirements

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!

Benefits

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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

programmingPythonReactMongoDBRESTful APIstroubleshootingdebuggingworkflow designticket managementcloud environments

Soft Skills

leadershipmentoringcommunicationproblem-solvingcustomer interactioncollaborationorganizational skillstime managementtechnical supportescalation management