Implementation Engineer

Role Description

As an Implementation Engineer at Abridge, you will be the technical backbone of our post-sales journey as the person our health systems rely on to remove technical barriers, keep integrations running smoothly, and ensure Abridge performs at its best in their unique deployments. You'll work directly with our partners, diagnosing issues, advising on product decisions, proactively monitoring integration health, and building the documentation and tooling that allow our partner-facing teams to scale.

Ideally, you thrive in a startup environment, specifically with a culture that's built on seeing obstacles as opportunities, having a bias toward execution, perpetually curious, and helping teammates and partners succeed.

What You’ll Do

• Own the post-sales technical execution of Abridge product deployments and expertise, ensuring we meet our partner growth goals.
• Diagnose and troubleshoot technical issues across a variety of failure points like API connectivity, authentication problems, networking constraints, data inconsistencies, EHR configuration, or internal to Abridge failures and drive them to resolution.
• Own higher-level technical escalations from partner-facing teams, driving issues to resolution or coordinating with engineering when deeper intervention is needed.
• Proactively monitor key account integration and product health metrics, to identify optimization opportunities and address technical risks before they become partner-reported issues.
• Act as the technical bridge between our partners and internal teams (Integration Engineering, Partner Success, and Implementation).
• Advise partners and internal teams on technical strategies for managing Abridge alongside complex partner-side projects.
• Serve as an internal SME over different product areas within Abridge and serve as the Partner Experience (PX) expert in product innovations with our partners.
• Develop and maintain our product deployment playbook alongside our builders, including deployment guides, troubleshooting playbooks, and integration best practices.
• Consult on technical requirements and risks related to new feature deployments that require significant changes or additional integrations.
• Partner with our engineering team to develop tooling that enhances our ability to serve partners in real time.
• Lead and coordinate after-hours support requirements for partner accounts when contracted.

Qualifications

• Strong understanding of networking concepts, API architectures, authentication protocols (OAuth, SAML, JWT), and cloud infrastructure.
• Ability to debug API failures, network issues (DNS, firewalls, load balancers), and integration failures across distributed systems.
• Excellent communication skills, able to translate technically complex topics for any audience.
• Keen attention to detail and the ability to find creative solutions for complex, ambiguous problems.
• Ability to turn learnings into repeatable technical processes that scale.
• Experience partnering with customers to achieve their goals.
• 5+ years of experience supporting business-critical relationships with deep technical expertise.

Bonus Points If…

• Experience integrating with electronic health record systems at large, complex organizations.
• Familiarity with writing scripts (Python, Bash, or SQL queries) to automate troubleshooting or technical solutions.
• Familiarity with systems requiring strict adherence to privacy and security protocols.
• Experience spanning success or account management and tiered support organizations and escalation protocols.
• Willingness to travel up to 20%.

Benefits

• Generous Time Off: 14 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees.
• Comprehensive Health Plans: Medical, Dental, and Vision coverage for all full-time employees and their families.
• Generous HSA Contribution: Monthly contributions to your HSA if you choose a High Deductible Health Plan.
• Paid Parental Leave: Generous paid parental leave for all full-time employees.
• Family Forming Benefits: Resources and financial support to help you build your family.
• 401(k) Matching: Contribution matching to help invest in your future.
• Personal Device Allowance: Tax-free funds for personal device usage.
• Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.
• Lifestyle Wallet: Monthly contributions for fitness, professional development, coworking, and more.
• Mental Health Support: Dedicated access to therapy and coaching.
• Sabbatical Leave: Paid Sabbatical Leave after 5 years of employment.
• Compensation and Equity: Competitive compensation and equity grants for full-time employees.
• ... and much more!