Solutions Engineer

Responsibilities

• Accompany the Customer Success team on site visits and training engagements, acting as the on-the-ground technical liaison between end users and the broader WellHive organization
• Conduct structured and informal feedback sessions with end users to identify pain points, unmet needs, and opportunities to improve adoption of WellHive solutions
• Gather, analyze, and synthesize quantitative and qualitative data (including usage statistics, error patterns, and workflow observations) to inform solution design and prioritization
• Apply User-Centered Design (UCD) methodologies, including journey mapping, usability analysis, contextual inquiry, and iterative feedback loops, to guide solution development
• Build fluency in the VA scheduling domain, including relevant policy, terminology, workflows, and stakeholder dynamics, to ensure solutions address real operational realities
• Define and document possible solution options in clear, structured formats appropriate for both technical and non-technical audiences
• Utilize AI to create rapid prototypes and interactive wireframes to communicate solution concepts, gather early feedback, and validate design assumptions before full development
• Develop professional presentations and executive-level briefings to communicate findings, options, and recommendations to WellHive leadership and customer stakeholders
• Produce high-quality technical and functional documentation including solution overviews, user guides, workflow diagrams, and decision support materials
• Collaborate closely with Product, Engineering, and Customer Success teams to ensure proposed solutions are practical, prioritized, and properly handed off for development or implementation
• Monitor post-implementation adoption and satisfaction, feeding insights back into future solution cycles to drive continuous improvement
• Support change management efforts at customer sites by identifying adoption barriers and recommending targeted interventions
• Represent the voice of the end user in internal planning sessions, defining requirements and change requests, backlog grooming, and product strategy discussions

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Human-Computer Interaction, Design, or a related field; equivalent professional experience will be considered
• 3+ years of experience in a solution engineering, product management, UX research, or technical consulting role, preferably within a SaaS or federal health IT environment
• Demonstrated proficiency with User-Centered Design principles and methods, including usability testing, persona development, journey mapping, and iterative prototyping
• Hands-on experience creating wireframes and interactive prototypes using tools such as Figma, Balsamiq, Axure, or equivalent
• Experience producing executive-quality presentations, briefings, and written documentation for diverse stakeholder audiences
• Strong quantitative and qualitative analytical skills, including the ability to collect, interpret, and present usage statistics and user research findings
• Exceptional interpersonal and communication skills, with a demonstrated ability to build rapport and credibility with both technical engineers and non-technical end users
• Comfort operating in ambiguous, fast-paced environments and rapidly pivoting between strategic thinking and hands-on execution
• Experience working with or within the Department of Veterans Affairs or other federal health systems is strongly preferred
• Familiarity with VA scheduling workflows, community care programs, or federal healthcare IT standards (such as FHIR, HL7, or VistA) is a significant plus