Customer Success Engineer

About Tellescope

The first thing you should know about us is that we are PROFITABLE, and are not dependent on raising funds to survive. 

We are a lean 3-person team that is focused on executing and scaling past our existing customer base. As an organization, we pride ourselves on providing new customers with white-glove onboarding and responsive support. 

As a company, Tellescope is focused on helping improve the digital patient experience in healthcare.

Our HIPAA-compliant CRM provides digital health companies with a centralized platform that includes omnichannel patient communication, scheduling, forms, task management, and a no-code automation builder.

Our platform equips companies with all of the tools needed to efficiently manage and scale patient outreach, onboarding, and ongoing relationships.

The Healthcare CRM industry is a $17.9 Billion market largely run by legacy software providers that offer a generic CRM option that can be used in a healthcare setting. Unlike those companies, Tellescope gives digital health businesses a refreshing and innovative option that is actually designed specifically for them.

Role Overview

You will be Tellescope’s second hire reporting to our Founders Sebastian and Derek. We have built our entire product in-house and you will be the first outside person to contribute to our codebase while also playing a key role in customer-facing activities.

This role is for you if you’re a people-person, who enjoys working with customers directly and you have experience as an engineer.

This is a unique role where you will divide your time between engineering and customer success activities such as leading customer onboarding and triaging technical questions.

You should feel comfortable working with customers directly and also making changes to our code.

As a company, we’re looking for someone who prioritizes being kind to others, building meaningful customer relationships, and writing high-quality code. Each Tellescope team member has the ability to make a significant positive impact on our customers and their patient's lives.

We are a remote-first company so you should expect this role to be 100% remote.

Responsibilities

The responsibilities and expectations for the Customer Success Engineer:

• Take ownership of the entire customer life cycle from implementation, to go-live, and ongoing customer success.
• Lead onboarding calls with new clients to help them set up and configure their accounts
• Act as a point of contact for technical customer support questions
• Learn Tellescope’s codebase and tech stack
• Diagnose technical issues customers are encountering by reviewing source code and making changes as needed 
• Work with our Technical Co-Founder Sebastian to build new product integrations, improve existing features, and fix bugs
• Collaborate with our Chief of Staff who has helped us maintain our SLA and scale Customer Success efforts as we’ve tripled the number of customers
• Screen and prioritize customer inquiries and requests before escalating to founders, playing a key role in shaping Tellescope's product roadmap
• Record tutorials and document how to use product features for product support documentation
• Provide customer support by accessing customer accounts or corresponding with clients to resolve their issues. Ensuring that proper steps are taken for ePHI privacy and security.
• Follow Tellescope security, privacy, and compliance standards such as HIPAA and SOC2 when assisting customers 

Requirements

About You

To be successful in this role you will need to have a technical background. If you have not made meaningful code contributions to production codebases or established open-source projects, please do not apply. 

Non-Technical Requirements

• Bachelor's degree in computer science, information technology, or a related field.
• Preference for 3+ Years working in business-to-business software or Digital Healthcare or other relevant work experience
• Experience working at an early-stage startup or organization that utilizes SCRUM or Agile
• Knowledge or experience working with EHRs, CRM, Practice Management, or other Digital Health infrastructure tools
• Excellent at problem-solving and prioritizing competing tasks
• Independent and can take ownership of business-critical tasks
• Experience complying with HIPAA-compliance requirements and building HIPAA-compliant software
• Based in the U.S. or Canada. Work remotely with the possibility of some hybrid work if located in either the New York City or Boston metropolitan area.

Technical Requirements

• Javascript (TypeScript experience strongly preferred)
• Experience working with REST APIs
• MongoDB or other No-SQL Databases
• React Web (Hooks / Functional components strongly preferred to class-based)
• React Native
• Experience building integrations using OAuth

Nice-to-Haves 

• Loves dealing with customers, answering questions, teaching, and explaining! Be friendly, caring, and supportive.
• Familiarity with HealthTech space

About the Process 

During the interview process, if qualified, you should expect to meet with both of Tellescope’s co-founders.

The first interview will be non-technical with our COO (Non-technical Founder). Candidates who progress will then have a technical interview with our CEO (Technical Founder).

Benefits

Compensation and Benefits:

Compensation: Salary between $85,000 - $120,000 and equity compensation between 0.10%  - 0.25% based upon experience and location.

Vacation: Employees will be given unlimited paid time off. All we ask is that you give us a heads-up ahead of time about when you’d like to take off.

Health and Dental Benefits: Tellescope does not currently offer employee health or dental benefits, though as we continue to grow the team we hope to offer benefits in the future.

Equal Opportunity Statement

Tellescope provides equal employment opportunities, which apply to all employees and applicants for employment without regard to sex, race, color, religion, handicap, national origin, physical and mental disability, matriculation, political affiliation, source of income, place of residence or business, veteran status, sexual orientation, gender identity or expression, familial status, family responsibilities, genetic information, ancestry, personal appearance, pregnancy, age, or marital status, as defined by Federal, and all state and provincial laws.