The RoleAs 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. Be the person who instills technical confidence in our partners and internal teams alike.
- 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 so adoption and growth are never blocked.
- 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), ensuring clear communication, informed product development decisions based upon your expertise, and fast problem resolution.
- Advise partners and internal teams on technical strategies for managing Abridge alongside complex partner-side projects, such as mergers and acquisitions, instance consolidations, EHR upgrades, and other infrastructure changes.
- 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 that scale across all partners.
- Consult on technical requirements and risks related to new feature deployments that require significant changes or additional integrations, and support partner-facing teams in feature adoption from releases.
- Partner with our engineering team to develop tooling that enhances our ability to serve partners in real time, including frameworks for integration health observability.
- Lead and coordinate after-hours support requirements for partner accounts when contracted to ensure the success of updates or technical changes.
What You'll Bring- Have a strong understanding of networking concepts, API architectures, authentication protocols (OAuth, SAML, JWT), and cloud infrastructure.
- Can debug API failures, network issues (DNS, firewalls, load balancers), and integration failures across distributed systems - and know your way around tools like Postman, system logs, and GCP.
- Excel at communication and can translate technically complex topics for any audience, whether it's an engineer or a partner executive. Deeply cross-functional and enjoy being the bridge between teams.
- Have keen attention to detail and the ability to find creative solutions for complex, ambiguous problems.
- Can turn learnings into repeatable technical processes that scale.
- Thrive partnering with customers to achieve their goals, utilize product deployment to reach strategic goals, and genuinely enjoy the customer-facing side of technical work.
- Have 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 and deep expertise in Epic system configurations.
- 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.
Must be willing to travel up to 20%How we take care of Abridgers:- 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: If you choose a High Deductible Health Plan, Abridge makes monthly contributions to your HSA.
- 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 to help you reach your goals.
- 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!
