Solution Engineer

Job Title: Solution Engineer

Location: Remote (preferably with availability in US time zones for client interactions)
Company: Confido Health Inc.
Reports to: Product and Tech Leadership

About Confido Health

Confido Health is an AI-powered healthcare startup focused on reducing administrative burdens for specialty care providers in the US through automated workflows. Our flagship product, an AI receptionist, automates patient interactions, including appointment scheduling, reminders, and call handling, helping healthcare providers recover lost revenue and streamline operations. We're a fast-growing, seed-funded startup with a mission to transform patient-provider communication.

Position Overview

As a Solution Engineer, you’ll play a pivotal role in customizing, implementing, and optimizing Confido Health’s AI automation solutions for healthcare providers. You will be the primary technical advisor to our clients, working directly with dental service organizations (DSOs), specialty care providers, and medical practices to design solutions that fit seamlessly into their workflows. Your role will bridge technical product expertise and client-specific needs, ensuring successful deployments and high client satisfaction.

Key Responsibilities

Client Requirements Analysis (Core Responsibility - Essential)

• Understand the Client's Workflow: Work closely with healthcare providers to understand their workflows, pain points, and requirements.
• Map Requirements to Features: Translate customer needs into solution requirements that align with Confido Health’s AI receptionist capabilities, like call automation, appointment management, and EHR integration.

Solution Design and Customization (Core Responsibility - Essential)

• Design Tailored Solutions: Architect solutions to meet unique client needs, ensuring the core product can be configured or adjusted for different healthcare settings.
• Prototype and Demo Creation: Develop and customize demos to showcase Confido’s capabilities, addressing specific client concerns (e.g., missed calls or after-hours inquiries).
• Workflow Integration: Facilitate integration with clients’ existing systems (e.g., EHRs, CRM platforms) to ensure seamless compatibility and value.

Implementation and Onboarding (Core Responsibility - Essential)

• Support Initial Setup: Lead initial setup and deployment, configuring the solution to align with each client’s environment and ensure a smooth implementation.
• Technical Troubleshooting: Resolve issues related to APIs, system compatibility, or call handling configurations during the onboarding phase to achieve client success.

Technical Sales Support (Secondary Responsibility - Ideal for Team Support Over Time)

• Sales Collaboration: Work selectively with the sales team to demonstrate technical value, addressing complex technical questions and helping close larger or more technically complex deals.
• Proposal and RFP Support: Assist with technical responses in proposals, focusing on larger clients or when customization is required. This can later be supported with standardized documentation.

Ongoing Client Support and Optimization (Long-term Responsibility - Ideal for Future Delegation)

• Monitor and Optimize Performance: Ensure clients continue to see value post-deployment by conducting check-ins and implementing optimizations based on feedback.
• Client Training: Train clients to use Confido Health’s AI tools effectively and guide them to become self-sufficient in managing their workflows.

Product Feedback Loop (Collaborative Responsibility - Can Grow with the Team)

• Collect and Report Feedback: Gather insights from clients to share with product teams for continuous product improvement.
• Drive Feature Development: Communicate and advocate for features that can improve usability, scalability, or effectiveness, based on real-world client needs.

Documentation and Knowledge Transfer (Secondary Responsibility - Ideal for Future Delegation)

• Create Technical Documentation: Develop essential documentation for client onboarding, troubleshooting, and common setup scenarios.
• Internal Knowledge Sharing: Share learnings with sales, customer success, and product teams to align on client needs and foster smooth internal collaboration.

Qualifications

Technical Experience:

• 3+ years in solution engineering, technical consulting, or implementation, preferably in a healthcare or SaaS environment.
• Proven experience with API integrations, ideally with healthcare systems (e.g., EHRs) and CRM tools.
• Understanding of AI-driven conversational interfaces and call automation is a plus.

Client-Facing Skills:

• Strong communication skills to translate complex technical concepts to non-technical audiences.
• Proven experience in leading client meetings, gathering requirements, and creating solution documentation.
• Skilled in building rapport with clients and understanding their business needs.

Analytical & Problem-Solving Abilities:

• Detail-oriented with excellent troubleshooting skills to support client deployment.
• Proactive approach to problem-solving and client satisfaction.

Bonus Skills:

• Familiarity with healthcare data privacy standards (e.g., HIPAA compliance).
• Experience with AI tools like conversational AI or call automation technology.

Why Join Confido Health?

• Join an innovative startup with a mission to improve healthcare administration using cutting-edge AI technology.
• Work in a collaborative, remote-first environment with a team dedicated to making an impact in healthcare.
• Competitive salary, equity, and professional growth opportunities within a high-impact team.