SmarterDx

Support Engineer

• Serve as the initial point of contact for end user inquiries, providing timely and effective support via phone, email, and chat
• Build and maintain strong relationships with end users, demonstrating empathy and understanding of their needs and challenges
• Troubleshoot and resolve technical issues related to our application, distinguishing between user errors and system-level problems
• Escalate complex technical issues to the appropriate team when necessary, providing clear and detailed information about the problem
• Stay up-to-date with product updates and features to provide accurate and current support

Support Analyst I, Customer Success Operations

DevOps Engineer

• Define and evolve reliability standards for the SmarterDx platform, including SLIs, SLOs, and error budgets that align engineering work with customer impact.
• Implement a “reliability” platform using Terraform and infrastructure-as-code best practices.
• Enhance observability systems (metrics, logs, traces, alerting) to provide actionable insights and reduce mean time to detect (MTTD) and resolve (MTTR).
• Lead incident response, drive blameless postmortems, and implement systemic improvements to prevent recurrence.
• Reduce operational toil through automation, self-healing systems, and improved deployment and rollback mechanisms.
• Provide production support for the SmarterDx platform, applying SRE principles to ensure availability, performance, and data durability.
• Research,prototype, and advocate for new reliability practices, tooling, and architectural improvements across the engineering organization.

Staff Site Reliability Engineer

Product Manager

• Own the strategy and roadmap for data engineering product capabilities, including data contracts, specifications, validation, and observability tooling.
• Translate product and business needs into scalable data solutions.
• Enable effective internal use of data capabilities by providing clear documentation and stakeholder education
• Scale the data engineering platform and processes, including their ability to scale and deliver alongside other product and engineering teams.
• Engage with customers to understand their data needs, gather feedback, and identify opportunities for product improvements.
• Identify opportunities for improvement of our data infrastructure and processes.
• Write and standardize product and technical documentation and role-model strong project management practices.
• Understand and work around constraints (e.g. architecture, data availability, security, etc.)

Senior Product Manager, Data

Medical writer

• Lead the implementation of SmarterNotes from contract signing through go-live.
• Define and manage implementation milestones, scope, risks, stakeholder identification and communication.
• Coordinate closely with the integration team to ensure clean data ingestion and seamless EHR embedding.
• Facilitate workflow discovery sessions to understand current-state documentation practices and friction points, while building future state workflows that will help drive product adoption.
• Provide at-the-elbow training and support during key deployment phases.
• Contribute to the development of scalable implementation standards as the product matures.
• Capture and communicate structured client feedback to help inform the product roadmap.

Implementation Lead, Clinical Documentation

Frontend Engineer

• Build and maintain tokens, components, and theming primitives that unify our Clinical AI products.
• Deliver polished UI, interaction, and motion design with particular strength in complex data visualization, dashboards, and shared metrics platforms that surface insights across multiple products.
• Write guidelines, document usage, and establish governance processes to ensure adoption and consistency across teams.
• Collaborate closely with front-end engineers on design-to-code pipelines, implementation, and deployment ensuring fidelity between design and code.
• Embed accessibility and responsiveness into system foundations to create inclusive, high-quality experiences.
• Champion the use of shared components and educate teams on how to leverage the system for speed and scalability.
• Own shared, cross-product experiences such as authentication, onboarding, product tours, support/help flows, and other foundational workflows that ensure consistency across SmarterDx products.

Senior UX/Product Designer, Front-End Platform

Customer Success Manager

• Develops an advanced understanding of all SmarterDx applications, partnering with cross-functional teams to resolve complex customer issues
• Acts as an escalation point of contact for complex Support issues that have been triaged by Support Analysts
• Serves as a thought partner to CS Operations Managers and other teams when addressing nuanced client requests
• Proactively documents and trains the Customer Success team on new or updated processes
• Leverages SQL to complete back-end queries to effectively triage complex customer issues

Customer Success Operations Associate

• Gain a deep understanding of the SmarterDx user and buyer market.
• Identify high priorities based on user needs and value.
• Engage with customers to understand their workflow needs, gather feedback, and identify opportunities for product improvements.
• Write and standardize product and technical documentation and role-model strong project management practices.
• Define, track, and report on key success metrics to measure product performance and adoption.
• Develop a roadmap of product enhancements, features, and solutions to continue to innovate and evolve the product.
• Lead cross functional team of engineers, data scientists, and designers through the product development lifecycle from inception to launch of new features.
• Communicate your strategic vision for the product to cross functional stakeholders, working closely with leadership to ensure alignment.

Senior Product Manager, Core Product

Solutions Engineer

• Ensure excellence in integration delivery across all new and existing customer deployments
• Recruit, mentor, and lead a high-performing team of integration professionals
• Cultivate and maintain integration standards, documentation, and best practices
• Partner with implementation, product, and engineering teams
• Serve as an escalation point for complex or high-risk integrations
• Collaborate with customer technical teams
• Establish metrics and reporting for integration performance
• Continuously improve integration tooling, automation, and processes
• Drive technical design reviews and architectural decisions

Senior Manager, Integration Engineering

Manager

• Lead and scale SmarterDx’s Integration Support (Tier 2/Tier 3) function, owning reliability and performance across 500+ HL7v2 interfaces
• Serve as the senior escalation point for high severity production incidents, driving structured triage, root cause analysis, and clear executive level communication
• Design and operationalize a best in class support model including SLAs, severity frameworks, escalation pathways, change management standards
• Establish proactive monitoring, alerting, and interface health frameworks to reduce incident volume
• Partner closely with Implementation groups to ensure clean handoffs from build to production support
• Identify recurring failure patterns across client environments, EHR upgrades, and product releases
• Mentor and grow a high performing remote team of Integration Support Engineers
• Act as a trusted partner to client IT and interface teams

Senior Manager, Integration Support

• Gain a deep understanding of the SmarterDx user and buyer market.
• Identify high priorities based on user needs and value.
• Engage with customers to understand their data needs, gather feedback, and identify opportunities for product improvements.
• Identify opportunities for improvement of our data infrastructure and processes.
• Write and standardize product and technical documentation and role-model strong project management practices.
• Understand and work around constraints (e.g. architecture, data availability, security, etc.)
• Develop a roadmap of product enhancements, features, and solutions to continue to innovate and evolve the product.

Senior Product Manager, Healthcare Data

• Gain understanding of user and buyer market
• Engage with customers to gather feedback
• Develop a roadmap of product enhancements
• Lead cross functional teams through product development

Senior Product Manager – AI/ML Model Development

• Lead and scale SmarterDx’s Integration Support (Tier 2/Tier 3) function, owning reliability and performance across 500+ HL7v2 interfaces and growing, in addition to providing support for FHIR, API, sFTP, and database interfaces.
• Serve as the senior escalation point for high severity production incidents, driving structured triage, root cause analysis, and clear executive level communication.
• Design and operationalize a best in class support model including SLAs, severity frameworks, escalation pathways, change management standards, and formal post incident reviews.
• Establish proactive monitoring, alerting, and interface health frameworks to reduce incident volume and improve response time across all client integrations.
• Partner closely with Implementation groups to ensure clean handoffs from build to production support, including operational readiness reviews and documentation standards.
• Identify recurring failure patterns across client environments, EHR upgrades, and product releases, and translate findings into systemic improvements.
• Mentor and grow a high performing remote team of Integration Support Engineers, fostering ownership, technical depth, and a strong customer service mindset.
• Act as a trusted partner to client IT and interface teams, reinforcing SmarterDx’s reputation as a reliable, enterprise grade integration partner.

Business Intelligence Analyst

• Design, develop, and maintain advanced reports, dashboards, and metrics using business intelligence tools to track, forecast, and proactively manage the performance and strategic impact of all Customer Success initiatives
• Lead collaboration with Data Engineering, Data Analytics, and Product teams to establish data integrity standards, streamline complex reporting processes, and drive the automation of data extraction and transformation across critical Customer Success data domains
• Present findings and recommendations to Customer Success leadership and other cross-functional teams in a clear, concise, and actionable manner
• Collaborate with data engineering, data analytics, and product teams to ensure data integrity, streamline reporting processes, and automate data extraction where possible
• Focus on data related to the impact of SmarterDx's suite of AI solutions on hospital performance and earned revenue

Senior Reporting Analyst, Customer Success Operations

• Ensure excellence in integration delivery across all new and existing customer deployments, ensuring integrations are reliable, scalable, and delivered on time.
• Recruit, mentor, and lead a rapidly growing, high-performing team of client-facing integration professionals.
• You will foster a culture of accountability, technical excellence, and continuous learning; you’re not intimidated by managing tenured technical resources who bring niche integration expertise even beyond yours - you are excited to empower them.
• Cultivate and maintain integration standards, documentation, and best practices across APIs, HL7, flat file, and database-based integrations.
• Partner with Implementation, Product, and Engineering teams to align integration approaches with product strategy and client timelines.
• Serve as an escalation point for complex or high-risk integrations, providing hands-on technical guidance.
• Collaborate with customer technical teams, including EHR, data, and IT stakeholders, to develop secure and compliant data exchange.
• Establish metrics and reporting for integration performance, throughput, and reliability, and communicate insights to company leadership.
• Continuously improve integration tooling, automation, and processes to support scale as SmarterDx grows.
• Drive technical design reviews, architectural decisions, and technology evaluations to ensure platform scalability and maintainability.
• Establish development standards and best practices including code reviews, testing frameworks, CI/CD pipelines, and documentation standards.