Solutions Engineer, Integrations

NikoHealth is a rapidly growing SaaS company transforming how Durable Medical Equipment (DME) and Home Medical Equipment (HME) providers operate. Our innovative, all-in-one platform streamlines business operations, empowering providers to work smarter and more efficiently. We’re seeking an Integration Support Engineer to own the post-implementation customer experience for all native integrations and vendor partnerships. This role sits on the Customer Support team and serves as the escalation point for integration-related issues—serving as the bridge between our customers, third-party vendors, and internal engineering team. If you’re a technically curious problem-solver with strong people skills and an entrepreneurial drive to build processes from the ground up, we’d love to hear from you! What You’ll Do Serve as the primary escalation point for all integration-related customer issues, including dropship vendors, dropship vendors, fax services, ordering platforms, credit card processing, and other native integrations. Own the end-to-end customer experience for integrations post-implementation—from troubleshooting to resolution to proactive communication. Build and maintain a comprehensive ecosystem map of all third-party integrations, tracking vendor contacts, licensing requirements, sandbox availability, and costs. Develop and manage vendor relationships, acting as NikoHealth’s primary point of contact for integration partners. Support API-related customer issues post-implementation, triaging errors and coordinating with Engineering when developer intervention is required. Train customers on integration touchpoints within the NikoHealth UI—helping them understand how third-party tools interact with our platform. Attend product meetings to surface integration needs, bugs, and enhancement requests on behalf of customers. Collaborate closely with the Engineering and Release Engineering teams to resolve complex integration issues. Create and maintain integration documentation, runbooks, and support processes to enable the broader support team. Identify workflow solutions by leveraging knowledge of how other customers use similar integrations—proactively recommending best practices to CSMs and customers. What You’ll Bring 4–6 years of experience in a customer-facing technical support, solutions, or integrations role, with at least 2 years at a SaaS or healthcare technology company. Bachelor’s degree or equivalent practical experience (relevant hands-on integration/support experience and certifications are valued over a specific field of study). Familiarity with API connections, infrastructure mapping, and reading API documentation (e.g., Swagger/OpenAPI). Experience with monitoring and observability tools (Datadog or similar). Proficiency with JIRA or similar project management and ticketing systems. Strong customer-facing communication skills—comfortable hopping on calls, walking customers through complex workflows, and translating technical concepts into simple terms. Excellent organizational and project management abilities—able to self-prioritize in a fast-paced startup environment. A customer-first mindset combined with genuine curiosity about how systems connect and communicate. Familiarity with customer support tools (Intercom, Zendesk, or similar) is a plus. Bonus Experience in the DME/HME industry or healthcare SaaS. Background in vendor or partner relationship management. Who You Are An entrepreneurial self-starter who thrives in ambiguity and wants to build processes from scratch. A strong communicator who can translate between technical teams and non-technical customers with ease. Someone who balances technical aptitude with exceptional people skills—you don’t need to be the deepest engineer in the room, but you need to understand the architecture. A relationship builder who takes pride in becoming the go-to person vendors and customers trust.