Integration Support Engineer to own the post-implementation customer experience for all native integrations and vendor partnerships. This role sits on the Customer Support team and serves as the escalation point for integration-related issues-serving as the bridge between our customers, third-party vendors, and internal engineering team.
What You'll Do- Serve as the primary escalation point for all integration-related customer issues, including dropship vendors, dropship vendors, fax services, ordering platforms, credit card processing, and other native integrations.
- Own the end-to-end customer experience for integrations post-implementation-from troubleshooting to resolution to proactive communication.
- Build and maintain a comprehensive ecosystem map of all third-party integrations, tracking vendor contacts, licensing requirements, sandbox availability, and costs.
- Develop and manage vendor relationships, acting as NikoHealth's primary point of contact for integration partners.
- Support API-related customer issues post-implementation, triaging errors and coordinating with Engineering when developer intervention is required.
- Train customers on integration touchpoints within the NikoHealth UI-helping them understand how third-party tools interact with our platform.
- Attend product meetings to surface integration needs, bugs, and enhancement requests on behalf of customers.
- Collaborate closely with the Engineering and Release Engineering teams to resolve complex integration issues.
- Create and maintain integration documentation, runbooks, and support processes to enable the broader support team.
- Identify workflow solutions by leveraging knowledge of how other customers use similar integrations-proactively recommending best practices to CSMs and customers.
What You'll Bring- 4-6 years of experience in a customer-facing technical support, solutions, or integrations role, with at least 2 years at a SaaS or healthcare technology company.
- Bachelor's degree or equivalent practical experience (relevant hands-on integration/support experience and certifications are valued over a specific field of study).
- Familiarity with API connections, infrastructure mapping, and reading API documentation (e.g., Swagger/OpenAPI).
- Experience with monitoring and observability tools (Datadog or similar).
- Proficiency with JIRA or similar project management and ticketing systems.
- Strong customer-facing communication skills-comfortable hopping on calls, walking customers through complex workflows, and translating technical concepts into simple terms.
- Excellent organizational and project management abilities-able to self-prioritize in a fast-paced startup environment.
- A customer-first mindset combined with genuine curiosity about how systems connect and communicate.
- Familiarity with customer support tools (Intercom, Zendesk, or similar) is a plus.
Bonus- Experience in the DME/HME industry or healthcare SaaS.
- Background in vendor or partner relationship management.
Who You Are- An entrepreneurial self-starter who thrives in ambiguity and wants to build processes from scratch.
- A strong communicator who can translate between technical teams and non-technical customers with ease.
- Someone who balances technical aptitude with exceptional people skills-you don't need to be the deepest engineer in the room, but you need to understand the architecture.
- A relationship builder who takes pride in becoming the go-to person vendors and customers trust.
The pay range for this role is:
85,000 - 115,000 USD per year (Remote (United States))
