Integration Support Engineer

Prior Responsibilities

• Prioritize a quick response and consistent delivery on SLAs to ensure and exceed user satisfaction.
• Maintain detailed system documentation, including interface specifications, data flow diagrams, and integration architecture.
• Support and improve technical support workflows and documentation to set us up for scale and a proactive approach to support.
• Help to develop repeatable strategies and playbooks.
• Proactively monitor integration health to detect and resolve issues before they impact clients.
• Manage and troubleshoot integration errors and downtime events.
• Own proactive communication with clients and internal stakeholders regarding platform downtimes, integration defects, integration errors, and other operational issues, demonstrating strong relationship management, transparency, and cross-functional coordination to drive timely resolution and maintain client trust.
• Act as liaison between the Customer Operations and Engineering—escalating complex issues, building better workflows, and identifying product improvements.
• Triage and assign out incoming requests.
• 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.
• Participate in on-call coverage rotation during weekends, holidays, and other maintenance and support events.

Requirements

• Experience supporting the integration support function, which includes:
• Responding to proactive monitoring systems.
• Following incident resolution and client communications SOPs.
• Cross-functional teams to ensure efficient, scalable support and regulatory compliance.
• Deliver on SLA performance to drive and exceed user satisfaction.
• Help develop SOPs and playbooks when gaps exist, ensuring repeatable and reliable processes.

Qualifications

• 2+ years experience in EHR healthcare integration (technical) roles, with hands-on key experience with database extracts, HL7v2 interface support, and/or FHIR (required to have 2+ years experience in at least 2 of these 3 integrations: database extracts, HL7v2 interfaces, and/or FHIR).
• Demonstrated experience writing and optimizing complex SQL queries, including multi-table joins, data validation, root cause analysis, and troubleshooting of 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.

Skills

• Experience with EMR and RCM integrations (including database extracts, HL7v2, and/or FHIR).
• Process improvement.
• Client communication.

Benefits

Medical, Dental & Vision – Comprehensive plans with leading insurance providers, covering 75% of your premiums, depending on the plan.

Paid Parental Leave – Generous paid leave to support families through birth or adoption: Up to 12 weeks for parents.

Remote-First Team – Work from anywhere in the U.S.

Unlimited PTO & 10 Holidays – So you can relax and recharge.

401(k) with Traditional & Roth Options – Tax-advantaged retirement savings through Fidelity with a 4% match.

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.