As Lead Integration Support Engineer, you will oversee integration support, manage client communication, troubleshoot issues, develop documentation, and ensure compliance and efficient operations.
Role
As the Lead Integration Support Engineer, you will build out and manage our integration support function. You will collaborate with Client IT teams, as well as our Customer Success, Data Engineering, Network Operations, and Development teams, to ensure smooth, scalable, and compliant data integrations. Your expertise in building out HL7 operations, process improvement, and client communication will be key to our success as we scale our solutions.
SmarterDx builds clinical AI that empowers hospitals to analyze the complete record of every patient to fully capture the value of care delivered. Founded by physicians in 2020, its proprietary AI platform understands the nuances of clinical reasoning, enabling hospitals to true the patient record for every discharge. By doing so, hospitals can recover millions in earned revenue, enhance care quality metrics, and optimize healthcare operations. Become a Smartian and help optimize the way the healthcare system works for everyone. Learn more at smarterdx.com/careers.
**This role is fully remote within the US**
What You’ll Do
- Define, uphold, and report on SLA performance to drive and exceed user satisfaction.
- Develop and maintain detailed system documentation, including interface specifications, data flow diagrams, and integration architecture.
- Innovate and improve technical support workflows and documentation to set us up for scale and a proactive approach to support. Develop repeatable strategies and playbooks.
- Improve integration methods by considering client feedback and new technology trends.
- Proactively monitor integration health to detect and resolve issues before they impact clients.
- Manage and troubleshoot integration errors and downtime events.
- Manage client communication on downtimes, integration defects and integration errors
- Act as liaison between the Customer Experience and Engineering- escalating complex issues, building better workflows and identifying product improvements.
- Own our integration support queue- efficiently troubleshoot and resolve all customer inquiries while upholding our customer centric values. Communicate with our users via ticketing system and phone.
- Ensure compliance with industry regulations and data security best practices.
What You Bring
- Experience managing the integration support function, which includes
- Defining, building and managing proactive monitoring systems
- Defining and managing incident resolution and client communications
- Creating and adhering to playbooks
- Coordinating cross-functional teams to ensure efficient, scalable support and regulatory compliance
- Defining, upholding, and reporting out on SLA performance to drive and exceed user satisfaction
- 5+ years experience in EHR healthcare integration (technical) roles, with strong focus on HL7 v2 support
- Hands-on-keys experience implementing data integrations via EHRs and 3rd party systems using FHIR, X12 EDI, and API-based interoperability
- Hands-on experience with SQL and troubleshooting complex data integration issues
- Demonstrated ability to manage technical challenges with a hands-on approach, whether working independently or collaborating with engineering teams
- Strong communication skills with the capacity to translate complex technical issues for non-technical stakeholders
- A proactive self-starter with an ownership mindset - capable of managing initiatives from conception to resolution
- In-depth understanding of one or more EHR systems or integration platforms
Nice To Haves
- Certification in an integration engines (Mirth Connect, Epic Bridges, etc) or healthcare interoperability standards (HL7v2, FHIR, etc).
- Experience with Epic revenue cycle modules, Epic Clarity, Epic Chronicles reporting, or Cerner CCL.
- Familiarity with hospital revenue cycle management (RCM) and clinical charge capture processes.
Our Tech Stack
- AWS, Python, Snowflake, JIRA, Salesforce, Figma
Compensation
$170 to 200k base + equity
Benefits
- Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 90-100% of your premiums and 70-90% for dependents, depending on the plan.
- One Medical Membership – Free membership included if you enroll in a SmarterDx medical plan.
- Paid Parental Leave – Up to 12 weeks of paid leave for birth or adoption.
- Remote-First Team – Work from anywhere in the U.S. with a $400 home office reimbursement stipend.
- Unlimited PTO & 10 Holidays – 4 of which include floating holidays so you can recognize the days that matter most to you.
- Learning & Development Budget – $500 per year (prorated) for courses, books, and resources to expand your skills.
- 401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Empower.
- Minimal Bureaucracy – A fast-moving, high-impact environment where you can focus on what matters.
- Incredible Teammates! – Work alongside smart, supportive, and mission-driven colleagues.
Top Skills
AWS
Fhir
Figma
Hl7
JIRA
Python
Salesforce
Snowflake
SQL
X12 Edi
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