Implementation Engineer

ABOUT ABRIDGE Abridge was founded in 2018 with the mission of powering deeper understanding in healthcare. Our AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most—their patients. Our enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we are the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems. We are a growing team of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense. We have offices located in the Mission District in San Francisco, the SoHo neighborhood of New York, and East Liberty in Pittsburgh. THE ROLE As an Implementation Engineer at Abridge, you will be the technical backbone of our post-sales journey as the person our health systems rely on to remove technical barriers, keep integrations running smoothly, and ensure Abridge performs at its best in their unique deployments. You'll work directly with our partners, diagnosing issues, advising on product decisions, proactively monitoring integration health, and building the documentation and tooling that allow our partner-facing teams to scale. Ideally, you thrive in a startup environment, specifically with a culture that's built on seeing obstacles as opportunities, having a bias toward execution, perpetually curious, and helping teammates and partners succeed. WHAT YOU’LL DO - Own the post-sales technical execution of Abridge product deployments and expertise, ensuring we meet our partner growth goals. Be the person who instills technical confidence in our partners and internal teams alike. - Diagnose and troubleshoot technical issues across a variety of failure points like API connectivity, authentication problems, networking constraints, data inconsistencies, EHR configuration, or internal to Abridge failures and drive them to resolution so adoption and growth are never blocked. - Own higher-level technical escalations from partner-facing teams, driving issues to resolution or coordinating with engineering when deeper intervention is needed. - Proactively monitor key account integration and product health metrics, to identify optimization opportunities and address technical risks before they become partner-reported issues. - Act as the technical bridge between our partners and internal teams (Integration Engineering, Partner Success, and Implementation), ensuring clear communication, informed product development decisions based upon your expertise, and fast problem resolution. - Advise partners and internal teams on technical strategies for managing Abridge alongside complex partner-side projects, such as mergers and acquisitions, instance consolidations, EHR upgrades, and other infrastructure changes. - Serve as an internal SME over different product areas within Abridge and serve as the Partner Experience (PX) expert in product innovations with our partners. - Develop and maintain our product deployment playbook alongside our builders, including deployment guides, troubleshooting playbooks, and integration best practices that scale across all partners. - Consult on technical requirements and risks related to new feature deployments that require significant changes or additional integrations, and support partner-facing teams in feature adoption from releases. - Partner with our engineering team to develop tooling that enhances our ability to serve partners in real time, including frameworks for integration health observability. - Lead and coordinate after-hours support requirements for partner accounts w