Technical implementation specialist

The Technical Implementation Specialist is the central point of contact and technical liaison for MDI customers in active implementation and supporting existing customers as they expand their integration offerings. You’ll lead the technical implementation process from kickoff to go-live, mapping and configuring API connections, reviewing logs, and troubleshooting issues to keep integrations on track.

This role is ideal for someone technically literate and highly comfortable working with APIs who enjoys problem-solving, learning new systems, and explaining complex concepts clearly to non-technical customers. This is not a software engineering role: you won’t be writing production code, but you will need to be confident configuring, testing, and debugging API connections independently. You’ll partner closely with the partner success and engineering teams, escalating clearly documented issues when they’re beyond the scope of this role.

Key Responsibilities

• Serve as the technical point of contact for new customers throughout implementation, and for existing customers expanding their integration footprint, guiding each engagement from kickoff through go-live.
• Lead the end-to-end technical implementation process, mapping and configuring API connections with customers and validating setup over screen share in real time. The average implementation timeline is days, not months.
• Monitor logs, dashboards, and tools like Postman to identify when APIs are misconfigured or behaving unexpectedly, and independently resolve the majority of issues without engineering involvement.
• Draft clear technical documentation for each issue encountered, including root cause, steps taken, and resolution, to build a reliable internal record and knowledge base.
• Escalate unresolved or complex issues to engineering with well-documented context, ensuring a smooth handoff and minimal back-and-forth.
• Translate customer inquiries and data needs into clear technical tasks and configuration notes, acting as the bridge between customer expectations and technical execution.
• Partner with the Partner Success Managers and Clinical Support teams to align technical capabilities with customer expectations throughout the relationship.
• Identify recurring issues or friction points across implementations and recommend ways to simplify, document, or automate the process.
• Maintain a high level of responsiveness, ownership, and customer empathy across both the finite implementation period and ongoing expansion work.

Success Looks Like…

• Quick integration timelines driving a seamless go-live.
• High customer satisfaction scores during integration and beyond.
• Low number of escalations needing hands-on engineering resources.
• Accuracy and completeness of documentation.
• Responsiveness and collaboration across technical and customer teams.

Required Qualifications

• 3+ years’ experience in a customer-facing technical support or implementation role with an emphasis on API-driven applications. Must be comfortable working with customers’ technical teams live, troubleshooting on video calls.
• Strong understanding of APIs, webhooks, JSON payloads, and HTTP status codes; comfortable reading logs and API documentation to identify root cause and resolve configuration issues without engineering support.
• Familiarity with data mapping, payload structures, or basic scripting (Python, JavaScript, or SQL).
• Experience using tools such as HubSpot, Postman or equivalent for troubleshooting and testing API calls.
• Technically-savvy and able to communicate technical concepts and processes to both technical and non-technical users. This is a technical support/implementation role, not a software development role, so you won’t be writing production code, but you should be able to independently resolve the majority of configuration and integration issues you encounter.
• Experience documenting integration processes or producing customer-facing support materials for internal and external use including workflows, process diagrams and SOPs.
• High attention to detail and organization; able to manage multiple projects and stakeholders simultaneously.
• Demonstrated curiosity and ability to learn new systems, data flows, and integration logic quickly.
• Customer-first mindset: you thrive in helping customers solve problems and find clarity.
• Experience in SaaS or healthcare technology integrations, a plus.

What We Offer

• Competitive Salary: The targeted range for this mid-level position is $72,500 - $85,000 per year, DOE.
• Comprehensive Benefits: Our benefits package includes health, dental, and vision insurance with generous subsidy, company-covered life and disability insurance, and 401(k) with match for full-time, US-based employees.
• Professional Development Opportunities: We are committed to investing in our employees' professional development and offer a variety of on the job training and growth opportunities.
• Flexible Work Arrangements: We are a fully remote team who collaborate both synchronously and asynchronously to achieve the best outcomes.
• Collaborative and Supportive Work Environment: We foster a collaborative and supportive work environment where employees are encouraged to share ideas and contribute to the company's success.