Principal Product Implementation Engineer

Surescripts

163d • $129,200 - $158,000

About The Position

The Principal Product Implementation Engineer is responsible for the successful implementation and onboarding of Surescripts solutions, acting as a technical liaison between customers and internal teams to resolve technical issues, offer guidance, and ensure a positive customer experience. The Principal Product Implementation Engineer takes a leadership role within our team, ensuring customers derive maximum value from our products or services. They provide technical expertise, support, mentorship to peer team members, and foster collaboration. As a critical asset for ensuring the success and satisfaction of key customers, the incumbent not only delivers advanced technical support but also establishes customer success practices within the organization.

Requirements

• Bachelor's degree related to information systems or healthcare or equivalent experience.
• 8+ years of experience in related, progressive roles.
• 6+ years of experience managing technical integration projects.
• 6+ years of experience in a customer facing role.
• 2+ years of experience with healthcare data exchange standards (EDI and non-EDI) such as NCPDP, ANSI X12, HL7, FHIR, XDR or XML.
• 4+ years of experience or background in healthcare information systems in a professional or classroom setting.
• Leadership and mentoring abilities, with a commitment to developing and empowering team members.
• Strong communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical audiences.
• Understanding of basic network connectivity (HTTPS, SFTP, MATLS).

Nice To Haves

• General understanding of Healthcare Industry players (PBMs, EHRs, Aggregators, Pharmacies).
• Knowledge of SalesForce.com and Confluence.

Responsibilities

• Provide advanced technical support to customers by diagnosing and resolving complex technical issues, guiding customers through troubleshooting processes, and empowering customers to leverage self-service solutions.
• Act as a subject matter expert (SME) on most product areas, guiding both customers and internal teams through technical integration and implementation processes.
• Answer product-related questions for customers and consult on workflow and design decisions that meet their needs and comply with regulations and scalable service models.
• Mentor and coach junior Implementation Engineers, fostering their growth in self-service and omni-channel support frameworks.
• Lead the customer onboarding process, ensuring a seamless, tech-enabled deployment experience that supports faster time-to-value.
• Collaborate with customers to support their success plans, identify goals, and track progress through both self-service and guided pathways.
• Handle complex technical issues and coordinate with internal teams, including engineering and product development, to enable timely resolution and proactive customer support.
• Gather and analyze customer onboarding feedback, using insights to drive continuous product improvement.
• Create and maintain technical customer support documentation, self-service guides, knowledge base to support efficient customer onboarding and use of solutions.
• Develop and maintain strategic engagement with key customers, understanding their unique needs and goals and helping them to adopt scalable support models that suit their evolving needs.
• Generate reports and analyze data to measure self-service adoption, onboarding metrics and customer satisfaction.
• Represent Implementation in enterprise initiatives focused on technical automation and optimization and development projects as defined.
• Participate in customer related events, as well as industry task-groups as assigned.
• Take initiative to be aware of industry trends and regulations and educate the department.
• Provide back-up managerial support for technical administrative tasks and escalations.

Benefits

• Comprehensive healthcare (including infertility coverage).
• Generous paid time off including paid childbirth and parental leave and mental health days.
• Pet insurance.
• 401(k) with company match and immediate vesting.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 501-1,000 employees