About the Role

As a founding member of the Solutions Architect team, you will partner with our customers that are working on their own efforts to revolutionize healthcare to fully leverage the Particle Health platform. As a technical voice for our clients, you’ll also liaise directly with our product and engineering teams to provide your unique perspective on how our clients are using the product and how our roadmap can evolve to meet the needs of the field.

A “day in the life” of an SA at Particle may include walking a client through implementation of our API, using your SQL chops to investigate a client escalation, collaborating with the Sales team to ensure a smooth transition to Customer Success, or spec-ing out a client feature request with the Product team.

Areas of Responsibility

• Collaborate with our clients’ product and engineering teams to determine an optimal technical implementation path structured around desired use cases, outcomes, and structure of API calls.
• Provide first-level support on client escalations, which may include database analysis, API testing, and technical solutions design.
• Work with clients to understand their metrics and usage of the Particle platform, how it relates to their KPIs, and suggestions for how product utilization can be expanded.
• Partner with departments to maximize value for our clients:
  • Customer Success to build client-facing content such as presentations, long-term success plans, and escalation plans
  • Product to serve as the technical voice for our clients
  • Engineering to understand the impact of their work on our clients
  • Sales to ensure that prospects transition smoothly into their client relationship with us
• Improve and operationalize internal and client-facing processes.

QualificationsRequired

• Bachelor's degree or equivalent practical experience
• 5+ years of experience working in a customer-facing environment with technical and non-technical stakeholders to drive client satisfaction and success. Health tech experience preferred but not required.
• Experience guiding customers through the implementation and use of an API-heavy product.
• Comfortable with creating and presenting data flows to clients' technical teams.
• Comfortable with navigating databases via SQL, primarily for the purpose of investigating and troubleshooting client requests.
• A strong technical aptitude and ability/willingness to learn new things

Nice-to-Have

• Experience with health data formats like HL7 V2, CDA, FHIR R4
• Experience with Electronic Medical Record systems
• Degree or certification in Computer Science or related technical field
• Experience in any of the following programming languages: Java, C++, Python, JavaScript, or Go
• Experience in data analysis, data science, Google Data Studio, or BigQuery

We expect all members of the Particle Health community to demonstrate competence in the following:

• Collaboration - Seeks opportunities to work with others in order to enhance work outcomes. Defaults to open with colleagues and seeks input and expertise whenever possible.
• Communication - Conveys and receives information in the most effective, efficient, and thoughtful manner possible.
• Growth Mindset - Believes one’s own and others’ intelligence and abilities are not fixed, but rather capable of growing or improving with concerted effort.
• Respect - Treats others as whole and autonomous and worthy of positive regard. Seeks first to understand.
• Results - Is goal-oriented in most things, striving to achieve or exceed expectations for the outcomes of the company’s efforts.
• Startup Mindset - Adds order to chaos. Is self-motivated to push things forward in the face of challenge or ambiguity. Is relentlessly mission-driven