Principal Product Implementation Engineer

Surescripts serves the nation through simpler, trusted health intelligence sharing, in order to increase patient safety, lower costs and ensure quality care. We deliver insights at critical points of care for better decisions — from streamlining prior authorizations to delivering comprehensive medication histories to facilitating messages between providers.
 

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.

#LI-REMOTE

• 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 suite 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.

• 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).. Examples include: 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). 

Preferred Qualifications:

• General understanding of Healthcare Industry players (PBMs, EHRs, Aggregators, Pharmacies)

• Knowledge of SalesForce.com and Confluence

Surescripts embraces flexibility through its Flexible Hybrid Work model for most positions. This model allows employees to work virtually while still utilizing our offices as collaboration centers. With alignment and agreement from your leadership, you can come and go from the office as needed .
 

To be considered for employment, applicants must have a valid U.S. work authorization allowing work without restrictions with Surecripts in the U.S. At this time, we are unable to provide support or provide sponsorship for immigration benefits such as work visas. Additionally, we do not participate in academic training programs or work-study programs through an academic institution that require employer endorsement of F-1/CPT or F-1/STEM.

Better care experiences. Improved outcomes. Reduced costs. These are what our customers care about. And you’re ready to step into a key role as part of the solution, innovating unmatched solutions that solve some of the largest challenges in healthcare today, not just for our customers’ benefit, but for patients and the people who care for them across the country.
 

Ours is a diverse team of leaders who execute customer-obsessed business strategy. If we had to choose just one thing that we all have in common, it’s curiosity. Curiosity drives our understanding of health IT as we translate exciting concepts into actionable build requirements. We know what it takes to get new products to market.
 

This work has far-reaching impact, affecting healthcare nationwide. Through user-centered design philosophy and iterative innovation, we leverage open and trusted relationships with our partners to get at our customers’ unmet needs throughout the product life cycle.
 

Why Wait? Apply Now

We’re a midsize company. This means you’re not just another employee ID number. Here, you can build real relationships and feel supported by truly awesome people with diverse backgrounds and talents in an innovative and collaborative work culture. We strive to create an environment where you can be yourself, share your ideas and work your way. We offer opportunities for employee development, as well as competitive compensation packages and extensive benefits.
 

Benefits include, but are not limited to, comprehensive healthcare (including infertility coverage), generous paid time off including paid childbirth and parental leave and mental health days, pet insurance, and 401(k) with company match and immediate vesting. To learn more, review the Keep You and Yours Healthy, Balancing Work and Life, and Where Talent Takes Shape links under the Better Benefits. Better Work. Better Life section of our careers site.
 

While performing duties of this job, an employee may be required to perform any, or all of the following: attend meetings in and out of the office, travel, communicate effectively (both orally and in writing), and be able to effectively use computers and other electronic and standard office equipment with, or without, a reasonable accommodation. Additionally, this job requires certain mental demands, including the ability to use judgement, withstand moderate amounts of stress and maintain attention to detail with, or without, a reasonable accommodation.

Surescripts is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate on the basis of race, color, religion, age, national origin, ancestry, disability, medical condition, marital status, pregnancy, genetic information, gender, sexual orientation, parental status, gender identity, gender expression, veteran status, or any other status protected under federal, state, or local law.