Software Engineer, Client Support

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Denver, CO based BioIntelliSense, Inc., founded in 2018, is an award-winning continuous health monitoring and clinical intelligence company.  Our market acceleration and expansion are driven by world-class executive management and a dedicated team of engineers, data scientists, commercial and operational professionals, which collectively harness decades of expertise in virtual care innovations, wearable sensor development, remote connectivity solutions and successful program execution. With these distinctive capabilities and proprietary continuous Remote Patient Monitoring (cRPM) technologies, BioIntelliSense is uniquely poised to transform care delivery from in-hospital to home.

The FDA-cleared and award-winning BioButton® multiparameter wearables, BioHub™ gateways, BioMobile™ downloadable applications, BioCloud™ data services and the BioDashboard™ clinical intelligence system creates a comprehensive tech-enhanced solution that makes continuous monitoring reliable and scalable. Through the platform’s AI-driven analytics, clinicians have access to high-resolution vital sign trending and data-driven insights to enable earlier detection of patient deterioration and proactive intervention for better, safer care.

Join the BioTeam today and create a new standard of continuous care that delivers clinical value, economic benefits and operational efficiencies for providers, patients and caregivers globally! 

We are seeking a dynamic and versatile professional to join our team. This role is ideal for engineering candidates looking to gain exposure to multiple development branches while supporting the real-world, clinical application of a suite of medical products.

In this role, you will work directly with large-scale, enterprise clients, guiding their issues to resolution with precision and efficiency. Your contributions will play a crucial role in maintaining the stability, functionality, and security of our medical devices, ultimately ensuring optimal patient care. This position offers a unique opportunity to work at the intersection of technology and healthcare, making a tangible impact on the industry.

What you will be doing

• Deliver exceptional customer service by efficiently managing incoming support tickets with accuracy and expertise, primarily supporting our enterprise and B2B customers.
• Address and resolve customer support issues promptly, meeting Service Level Agreements (SLAs) and customer satisfaction (CSAT) goals.
• Participate in and drive root cause investigations and analysis related to both our SaaS and hardware products
• Provide guidance and support to customers, ensuring their success with our products.
• Acquire a detailed, technical, end to end understanding of our products and features
• Collaborate closely with internal teams such as Engineering, Product, and QA to resolve complex customer issues and improve product quality.
• Collaborate closely with Solution Engineering on development projects impacting clients and client facing teams
• Identify and report patterns or trends in customer issues to enhance the overall experience and drive continuous improvement.

What you need

• Bachelor’s degree or equivalent experience.
• Strong technical aptitude with a passion for product development and improvement.
• Excellent communication skills, both written and verbal.
• Effective problem-solving abilities with a strategic mindset and the ability to work independently.
• Strong organizational skills and the ability to thrive in a fast-paced, dynamic environment.

What we prefer

• Experience with Salesforce or other CRM/support tools.
• Previous experience in a healthcare startup or the SaaS industry is a plus.
• 1-2 years of customer support experience, particularly within the SaaS or healthcare sector.
• Fluency in SQL

You'll be excited about this opportunity because you will:

- Join a fast-growing company and grow right along with us

- Work on challenging and interesting tech problems which reshape the future of healthcare

- Get the chance to work on cutting-edge technologies

- Make a large impact across the company through business deliverables and continuous innovation

- Opportunity to build solutions and organizations

Why You'll Love Working at BioIntelliSense

We are leaders - Leadership is not limited to our management team. It's something everyone at BioIntelliSense embraces and embodies.

We are doers - We believe the only way to predict the future is to build it. Creating solutions that will lead BioIntelliSense and healthcare industry is what we do.

We are learning - We're not afraid to dig in and uncover the truth, even when it's inconvenient. Everyone here is continually learning on the job.

We have great benefits - Medical/Dental/Vision/Life, disability (STD & LTD), 401(k) auto contribution program, 11 paid holidays per year, generous paid time off and a weekly lunch perk.

BioIntelliSense is proud to be an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran, disability status or any other status protected under federal, state or local law.