Implementation Engineer, Abridge

• Ideally, you thrive in a startup environment, specifically with a culture that’s built on seeing obstacles as opportunities, having a bias toward execution, being a little nerdy and perpetually curious, and helping teammates and partners succeed
• Have strong understanding of networking concepts, API architectures, authentication (OAuth, SAML, JWT), and cloud infrastructure
• Can debug API failures, network issues (DNS, firewalls, load balancers, etc.) and integration failures across distributed systems
• Are comfortable using tools like Postman, system logs, and GCP tools to diagnose technical issues
• Have keen attention to detail and ability to find creative solutions for complex problems
• An ability to translate learnings into repeatable technical processes that can scale
• Have excellent verbal and written communication skills and ability to tailor technically complex topics to your audience
• Thrive and enjoy partnering with customers to achieve their goals
• 5+ years experience supporting business-critical implementations with deep technical expertise

Desirable

• This role will be an individual contributor, supporting our partners and internal teams in the post-sales journey
• Proactively assess technical requirements and infrastructure for all new key accounts to ensure the optimal environment to deliver the best end user experience for clinicians
• Own and maintain technical documentation, including deployment guides, troubleshooting playbooks, and integration best practices that can be utilized with all partners regardless of segment
• Own the post-sales technical execution of Abridge deployments, ensuring seamless integration, reliability, and scalability within our enterprise partner environments
• Collaborate with other partners such as EHR vendors to address the needs of Abridge partners
• Diagnose and troubleshoot technical issues, including API connectivity issues, authentication problems, networking constraints, and data inconsistencies to remove barriers to adoption and growth
• Proactively monitor key account metrics including note generation speeds to identify opportunities for optimization and proactively address any technical risks
• Become a technical expert in the unique touchpoints and deployments of our integration with our enterprise partners and develop comprehensive architecture documentation
• Act as the technical bridge between our partners and internal teams (Integration Engineering, Partner Success, and Implementation), ensuring clear communication and problem resolution. Partner with our engineering team to develop tooling to enhance our ability to serve our partners in real-time
• Consult with and support the Partner Success and Implementation Teams upon request to identify areas of optimization in the deployment of the product/integration in order to drive efficiency and meet goals
• Advise internal teams and partners on technical strategies for managing Abridge alongside complex technical projects on the customer side, such as mergers and acquisitions, instance consolidations, upgrades, and other initiatives that impact the partner’s infrastructure
• Lead and coordinate after hours support requirements for key accounts to ensure the success of updates or technical changes
• Consult on technical requirements and risks related to the deployment of new features that require significant changes or additional integrations. Support implementation managers and partner success in troubleshooting any technical issues that arise in partner environments due to releases