Senior Implementation Engineer

📋 Description

• • Serve as the primary point of contact for healthcare customers throughout the entire implementation lifecycle, from onboarding to production roll-out.
• • Conduct discovery calls with new customers to understand their use cases, technical requirements, and success criteria for integrating Metriport’s data intelligence platform.
• • Participate in weekly syncs with onboarding customers to ensure successful adoption, troubleshoot integration issues, and confirm alignment with customer workflows.
• • Provide ongoing technical guidance on Metriport’s product capabilities, API integrations, and data exchange standards during and after implementation.
• • Troubleshoot and debug customer-reported issues, collaborating with internal engineering teams to resolve bugs, configuration errors, or system incompatibilities.
• • Manage customer requests and issues by prioritizing them, coordinating cross-functionally with engineering, tracking resolution progress, and communicating updates clearly to clients.
• • Proactively communicate relevant product updates, new feature releases, and documentation changes that align with customer use cases and needs.
• • Attend daily 30-minute remote stand-ups at 7:30am PST Monday through Friday, the only mandatory recurring meeting.
• • Participate in bi-weekly sprint planning and retrospectives, as well as quarterly strategic planning sessions to align customer feedback with product roadmap.
• • Manage APIs and integrations to ensure seamless, secure, and reliable data flow between Metriport and customer systems.
• • Work directly with customers across diverse healthcare IT environments to implement real-time patient data exchange solutions.
• • Maintain post-onboarding customer relationships through regular check-ins, support via communication channels, and continuous value demonstration.
• • Raise customer feedback, pain points, and feature requests internally to inform product development and prioritize engineering efforts.
• • Rapidly ramp up using onboarding materials to gain familiarity with the codebase, domain, and integrations before engaging directly with customers.
• • Operate with high autonomy and ownership, focusing on delivering tangible customer value over adherence to process or preferred technologies.
• • Approach complex technical challenges with a hacker mindset—questioning timelines, seeking efficient solutions, and breaking rules only when necessary to achieve results.
• • Collaborate with a tight-knit, engineering-heavy team composed largely of former founders, operating with minimal bureaucracy and maximum output focus.
• • Balance high performance with sustainable intensity: work hard, but own your schedule and take time off as needed to maintain peak performance.