Solutions Engineer

The Solutions Engineer will be responsible for guiding customers through the process of implementing HeartFlow’s solutions in their hospital/clinical environment. This person will need a deep understanding of hospital networks, protocols and interfaces, as well as the risks and concerns related to patient privacy and data protection.
The Solutions Engineer will work with clinical and engineering resources onsite to deploy solutions that work within the existing infrastructure and workflow, and overcome technical, procedural and political obstacles that arise. Once solutions are implemented, the Solutions Engineer collaborates with the Support and the Technology teams in investigation and resolution of customer issues. As the customer-facing engineering team, we are at the sharp end.The Solutions Engineer is also responsible for collaborating closely with HeartFlow’s engineering, security and regulatory teams to influence the roadmap of future technical solutions. Information on feature requests, workarounds, undiscovered bugs and the varied infrastructures of different institutions are vital to HeartFlow’s customer centric focus.

This is a work from home position with up to 80% travel.

Job Responsibilities:

• Guide HeartFlow’s customers through the process of implementing our unique SaaS non-invasive diagnostic technology.
• Be a customer resource for information on HeartFlow’s technology, network protocols, security and data protections associated with transfer of medical imaging data over the Internet, cloud hosted platforms and SaaS solutions.
• Contribute as HeartFlow gainS worldwide adoption of our novel FFR_CTproduct by providing knowledgeable responses to customer inquiries and issues.
• Contribute to high-performing, global Field Engineering team by sharing new information and leveraging group wisdom
• Demonstrate discipline to work independently
• Provide prompt documentation and complete resolution of reported issues and help manage knowledge base for customer issues.
• Deliver customer feedback into HeartFlow’s Customer Relationship Management system and help team members analyze and distill data to drive improvements in technology.

Skills Needed:

• Positive, professional personality, comfortable in front of groups/customers
• Responsible, accountable, and ability to work well within teams and cross-functionally
• Comfortable in high pressure situations, and ability to assess priorities
• Healthcare IT - Working knowledge of HL7, Clinical workflows, PACS, DICOM, HIPAA requirements and PHI protections
• Technical skills required:

• Linux - experience shell scripting, troubleshooting, services, logs
• Networking – demonstrated experience troubleshooting IP, routing, connectivity, and latency issues.
• Security - Understanding of data protection, encryption. Knowledge of web services, certificates
• VMware - Experience deploying and troubleshooting VMs, working knowledge of ESX features

Educational Requirements & Work Experience:

• Eng or B.S. in Computer Science preferred
• 2+ years working in Linux environment
• Knowledge of virtualization technologies required
• Experience supporting large-scale websites and/or web-based products
• 2+ years’ experience working in the health care industry
• Demonstrated customer facing skills

Special Working Conditions:

• This position will be remote, with several weeks required training and quarterly visits to headquarters in CA
• The responsibilities of this position sometimes require working evenings and weekends, with little advance notice
• Required to be on call 24/7 as needed
• Travel to customer locations (up to 60-80%)