Client Support Engineer

Indiana Health Information Exchange

Client Support Engineer at IHIE, managing client engagement and support in healthcare IT. Leading onboarding processes and ensuring successful utilization of health information products.

Posted 4/21/2026full-timeRemote • 🇺🇸 United StatesSeniorLeadWebsite

About the role

Key responsibilities & impact

Provide expert level knowledge of onboarding and ongoing usage requirements for all IHIE products/services.
Create and maintain customer facing onboarding documentation for all IHIE products/services.
Create and maintain onboarding and change request questionnaires to effectively scope project requirements.
Identify best practices to promote the adoption of IHIE products and services.
Ability to explain product features and benefits, demonstrating how they meet customer requirements through presentations and product demonstrations.
Discover special circumstances or exceptions that will be required to successfully onboard a customer and identify a planned resolution prior to initiating their project.
Provide technical scoping with current customers who have submitted a change request.
Assist customers in resolving technical issues related to product usage and recommend improvements.
Establish a successful handoff process from the Business Development team with signed SOW to the Project Management and Implementation Teams.
Review onboarding requirements with customers prior to their project starting.
Identify and address any requirement inconsistencies between IHIE and customer.
Help manage scope changes or expectation setting with customers during active implementation projects.
Advocate customer needs internally and work collaboratively with the sales, product, and support teams to achieve customer success goals and contribute to overall company objectives.

Requirements

What you’ll need

Bachelor’s Degree in a related healthcare, technical, or business discipline field
10+ years of experience in customer support, product management, or business analyst functions
5+ years’ experience in healthcare information technology or health information exchange
Able to translate functional requirements from customers to technical requirements for engineers
Ability to persuasively communicate complex concepts at all levels of business including c-level
Ability to act as an engaging leader, advisor, mentor and coach
Demonstrated ability to assess and comprehend multiple, often conflicting, interests and articulate clear plans to reach a given objective
Competent and conversant in information technology
Excellent problem-solving skills
Ability to influence others to achieve results
Demonstrated ability to develop a collaborative team environment
Resilient and flexible approach to work
Ability to work in a fast-paced environment
Excellent written and verbal communication skills including presentation and facilitation skills
Preferred: Healthcare experience

Benefits

Comp & perks

We offer an excellent benefits package including medical/dental/vision, 401(k) matching, 20 days PTO your first year plus 9 company paid holidays, Summer hours, student loan repayment/529 account save-up programs, a very casual work environment and dress code, and a dynamic, fun-loving company culture!****

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer supportproduct managementbusiness analysishealthcare information technologyhealth information exchangetechnical requirements translationproblem-solving

Soft Skills

persuasive communicationleadershipmentoringcollaborationinfluencingresilienceflexibilityadaptabilitypresentation skillsfacilitation skills

Certifications

Bachelor’s Degree