Support Engineer, Implicity
North America
Offers Company Stocks
More information about location
2+ days a week in office ( Cambridge, MA)
Universal remote monitoring platform for cardiac patients
Open for applications
Universal remote monitoring platform for cardiac patients
21-100 employees
Open for applications
Offers Company Stocks
More information about location
2+ days a week in office ( Cambridge, MA)
21-100 employees
Company mission
To improve clinic operations and the standard of care by harnessing the full power of data.
Role
Who you are
- Bachelor’s degree in computer science, information technology, or a related field or a minimum of three years’ medical device experience, preferably cardiology medical devices: or equivalent combination of education and experience in a directly related field
- 3+ years of experience in a similar technical support or operations role, preferably in a SaaS environment
- Excellent problem-solving skills and ability to work under pressure
- Strong communication skills in English; French language skills are a plus
- Experience with customer-facing roles and ability to explain technical concepts to non-technical audiences
- Work in regulated field with sensitive data is a plus
- Ability to organize and prioritize work requirements to meet deadlines
- Willingness to travel on an as needed basis (approximately 20-25%)
- Strong communication, interpersonal and problem-solving skills to interact with peers, vendors, suppliers and Senior Management
- Ability to work independently is required
- Able to work in a fast-paced environment and manage changing priorities and demands from customers
- Manage the technical introduction of new product features, assimilate customer feedback on technical issues and clearly communicate with the tech team in Paris
- Manage conflict resolution and communication with the customer success and sales teams and key clinical personnel
- Customer advocate with internal departments
- Commitment to excellence, with a strong work ethic, as an ambassador for the company with our customers this role requires the individual to act with integrity, honesty and fairness
- IT agile (Excel, Slack, Notion, CRM tool such as Salesforce, etc.)
- A thoughtful team player, looking to make your colleagues successful
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What the job involves
- Joining the Customer Success team, as an L2 Support Engineer, you will be the vital link between our L3 Product and Tech team in Paris and our L1 support team serving the US market
- This multifaceted role combines technical expertise with customer-facing skills, making you an essential part of our US operations
- Troubleshoot technical issues and provide escalation support to the L1 team
- Serve as the primary liaison between the Product and Tech teams in Paris and the L1 support team in the US
- Monitor performance and availability of our SaaS platform and provide first response
- Lead customer technical onboarding processes and oversee technical operations for US clients
- Develop and maintain technical documentation for internal teams and customers
- Contribute to the continuous improvement of our support processes and tools
- Participate in some presales technical calls and prepare some demo materials for the US market
Application process
- 1° Screening interview
- 2° Job interview
- 3° Final interview
- 4° Possible reference check
- => Depending on your availabilities, the recruitment process should last less than 2 weeks
Our take
The MedTech boom has seen many innovations through the 2010s, and Implicity, a remote patient monitoring and cardiac data management company, has definitely had a clear lineage of growth since its founding in 2016.
Implicity develops software to monitor and analyse the information from pacemakers and cardiovascular devices to aid physicians and healthcare professionals through all stages of a patient’s treatment. However, maintaining growth on one product alone is hard, especially with so much Medtech competition. Implicity remedies this with its other product, a data analysis platform that uses AI and cloud technology to analyse the devices linked up to its aforementioned pacemaker and cardio health platform. Implicity leverages this data for use in patient management, clinical studies, and R&D.
Playing both fields of MedTech has diversified the draw for hospitals and companies to Implicity. It continues to update and diversify the double offering via updates to its systems with the company hoping to exemplify the continued innovation that is key to MedTech company growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jul 2024
$2.9m
GRANT
Apr 2022
$23m
SERIES A
Total funding: $30.4m
Company benefits
- 25% variable, based on annual objectives (uncapped)
- Eligible for the BSCPE award
Company HQ
North Cambridge, Cambridge, MA
Leadership
Arnaud Rosier
(CEO & Founder)Currently Cardio Electrophysiologist at Ramsay Santé Hospital. Previously Cardiac Electrophysiologist at Groupement des Hôpitaux de l'Institut Catholique de Lille and Cardiologist at ADHP.
David Perlmutter
(Chief Innovation Officer & Co-Founder)Previously R&D at AIRTAG, Project Manager at HITRONETIC and Research Intern at CNES.
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