Implementation Engineer

📋 Description

• • Join Metriport, a rapidly growing, open-source data intelligence platform revolutionizing how healthcare organizations access and exchange patient data in real-time. We are at the forefront of integrating with major US healthcare IT systems, unlocking comprehensive medical data for over 300 million individuals. Having achieved significant product-market fit with multi-million ARR and over 100 enterprise customers, including industry leaders like Strive Health, Circle Medical, and Brightside Health, and backed by top-tier VCs, we are poised for substantial scaling. Our team is a high-performing collective of former founders and seasoned engineers, characterized by minimal bureaucracy, high autonomy, and a focus on competence and impact over prestige. We operate with a philosophy of sustainable intensity, pushing hard while empowering individuals to craft their schedules and measure success by output.
• • As an Implementation Engineer at Metriport, you will be instrumental in ensuring our customers successfully integrate and derive maximum value from our platform. You will serve as the primary technical liaison, guiding clients through the onboarding process and beyond. Your role will be multifaceted, requiring a blend of technical expertise, customer-facing skills, and a proactive, problem-solving mindset. You'll dive deep into customer use cases, translate their needs into actionable implementation plans, and provide ongoing support to foster strong, long-term partnerships.
• • Your day-to-day responsibilities will include:
• • Acting as the main point of contact for customers from initial onboarding through to successful production rollout, ensuring a seamless and positive experience.
• • Conducting thorough discovery calls to deeply understand each customer's unique use cases, technical infrastructure, integration requirements, and critical success metrics.
• • Leading and participating in weekly synchronization meetings with onboarding customers to monitor progress, ensure they are actively leveraging the product, and confirm successful integration into their daily workflows.
• • Maintaining and nurturing customer relationships post-onboarding through regular check-ins, proactive communication, and providing continuous technical support via designated communication channels.
• • Delivering expert technical guidance, addressing inquiries related to product capabilities, integration strategies, and best practices for implementation.
• • Troubleshooting and debugging customer-reported issues, collaborating closely with the engineering team when necessary to identify root causes and implement effective solutions.
• • Effectively managing the lifecycle of customer requests and issues, from initial assessment of priority and resource allocation to tracking progress and communicating resolutions clearly and promptly.
• • Contributing to weekly team syncs by providing updates on customer status, highlighting any emerging challenges or opportunities, and sharing valuable customer feedback to inform product development.
• • Proactively disseminating relevant product updates and announcing new feature releases, ensuring customers are aware of enhancements that can address their specific needs and use cases.
• • Actively participating in bi-weekly sprint planning and retrospective sessions, as well as quarterly planning meetings, to contribute to the team's strategic direction and execution.
• • Managing and optimizing APIs and integrations to guarantee uninterrupted and efficient functionality for all customers.
• • Collaborating closely with customers throughout their journey, from initial setup and onboarding to the final production deployment.
• • Attending a brief, daily 30-minute remote stand-up meeting at 7:30 am PST, Monday through Friday, which serves as our primary scheduled team touchpoint.
• • Leveraging our comprehensive onboarding materials and codebase to quickly gain proficiency in Metriport's domain and technical architecture.
• • Embracing an entrepreneurial spirit, with a drive to find the most efficient solutions and a willingness to challenge conventional timelines, aiming for rapid value delivery.
• • Demonstrating a strong sense of ownership, taking initiative to solve complex problems and diving into unfamiliar technical areas with confidence and a commitment to achieving the best possible outcome for the customer.
• • Prioritizing the delivery of tangible customer value above all else, focusing on effective solutions rather than being constrained by specific technologies.
• • Contributing to a culture of continuous improvement by sharing insights and collaborating with colleagues to enhance our implementation processes and customer success strategies.
• • Playing a key role in scaling Metriport's operations by ensuring a smooth and efficient onboarding experience for a growing customer base.