Solutions Services Engineer (Post-Sales)

Solutions Services Engineer (Post-Sales)

Position Overview

Job Title: Solutions Services Engineer
Department: Solution Consulting
Reports To: VP, Solution Consulting
Employment Type: Full-Time

Position Summary

The Solution Services Engineer is a post-sales technical resource on b.well’s Solution Consulting team, accountable for the technical execution of the solution design handed off from pre-sales. The Implementation team owns the project plan and customer timeline; the Solution Services Engineer owns the technical work within it, identifying where a customer’s requirements diverge from b.well’s standard product and implementation approach and recommending a path forward.

This role also carries the customer relationship from pre-sales into post-sales, advocating for both the customer’s business goals and their technical requirements so the implementation succeeds on both fronts. Much of the work happens directly with customer developers in a forward-deployed capacity, guiding the integration of b.well’s SDKs and APIs into customers’ front-end applications and backend systems, including the consumer health apps people use every day. For each assigned customer, the Solution Services Engineer is the technical expert who can answer questions about any part of their setup, and who can translate technical detail and architecture into something both developers and business stakeholders can act on.

After go-live, the Solution Services Engineer handles technical support escalations for the solutions they helped deliver. They separate configuration issues from platform defects, resolve what’s in scope, and give Engineering a clear, reproducible case for the rest. They also contribute to playbooks, sample queries, and reusable guidance built from repeat questions and fixes, using AI tools as part of their daily work.

Essential Job Functions

Solution Design & Technical Implementation

• Takes the technical handoff from pre-sales and confirms the solution design, data sources, and integration approach with the customer before work begins.
• Partners with the Implementation team to deliver the technical aspects of each implementation from kickoff through go-live.
• Identifies where a customer’s requirements diverge from b.well’s standard product and implementation approach, and recommends a path forward.
• Configures customer environments and platform settings to match the solution design.
• Sets up and tests authentication, authorization, and consent flows for each implementation.
• Applies working knowledge of the customer’s systems and connected networks to explain where their data comes from and how it flows.
• Keeps technical work on schedule and flags risks to the Implementation team as soon as they appear.

SDK & API Integration

• Guides customer developers through integrating b.well’s SDKs and APIs into front-end experiences (web, mobile, and AI chat surfaces, including through MCP) and backend systems connecting directly to b.well’s FHIR server.
• Works alongside customer developers, often in a forward-deployed capacity, in live working sessions to unblock integrations as they happen.
• Provides sample requests, queries, payloads, and code snippets that show customers how to use the platform and help diagnose problems.
• Brings integration insights back to Product and Engineering as specific, prioritized feedback.

Technical Support Escalations

• Serves as an escalation point for technical questions and issues from customers and Support after go-live.
• Diagnoses integration, data, authentication, and configuration issues using logs, API responses, and test queries.
• Separates configuration problems from platform defects, resolves what’s in scope, and gives Engineering or Product a clear update for everything else.

AI & Continuous Improvement

• Uses AI tools every day to speed up troubleshooting, data analysis, documentation, and the preparation of sample queries.
• Looks for patterns across implementations and escalations, and turns them into better processes, checklists, and reusable samples.
• Recommends changes that shorten implementation time or prevent repeat issues.

Documentation & Knowledge Sharing

• Documents configurations, integration decisions, known issues, and runbooks for internal use and customer handoff.
• Designs and presents workflow, architecture, and data-flow diagrams that make complex integrations easy for customers and colleagues to follow.
• Contributes to and helps maintain the implementation playbooks the team uses.

Customer & Cross-Functional Partnership

• Serves as the go-to technical resource for assigned customers, able to answer questions about their data sources, connections, configuration, and integration architecture.
• Acts as a steady technical presence for customer developers, IT teams, and business stakeholders during onboarding and stabilization.
• Partners with Solution Consultants, Client Success, Implementation, Support, Engineering, Product, and Technical Program Management to keep work moving.
• Brings in a Solution Consultant when a situation carries commercial, strategic, or executive stakes.

Required Qualifications

Experience:

• 3+ years in hands-on technical implementation, integration, solutions engineering, solution consulting, or developer support in healthcare technology.
• Technical work at the data or API level with at least one healthcare system or application: an EHR (such as Epic, Oracle Health / Cerner, athenahealth, or eClinicalWorks), a payer or claims platform, an HIE, or a digital health product.

Knowledge, Skills & Abilities:

SDKs and APIs

• Understands how SDKs are integrated into web, mobile, and AI-driven applications, and can read and explain SDK documentation and code samples.
• Comfortable working with GraphQL and REST APIs, JSON, and sandbox environments, and debugging requests with tools like Bruno, Postman or cURL.
• Writes sample API queries to troubleshoot data issues and show customers how to get what they need.

Healthcare data and exchange

• Hands-on experience with FHIR R4 resources and APIs.
• Working understanding of HL7v2, C-CDA, and X12 transactions.
• Familiarity with common transport methods, including FHIR REST, bulk FHIR, and SFTP.
• Understands how national and regional exchange networks (TEFCA and QHINs, CommonWell, Carequality, HIEs) locate and exchange patient records, and how purpose of use and consent affect what comes back.

Identity and security

• Working understanding of OAuth 2.0, OpenID Connect, and SMART on FHIR launch and scopes.
• Experience handling PHI in HIPAA-regulated environments with HITRUST or SOC 2 controls.

Troubleshooting and communication

• Strong troubleshooting instincts; able to tell a configuration issue apart from a genuine platform defect.
• Explains technical detail clearly to developers and business stakeholders, in writing and live.
• Uses AI tools in daily work for troubleshooting, data analysis, or documentation, and can share examples.

Preferred Qualifications

• Experience in a customer-facing technical role that works hands-on with customer development teams, such as forward-deployed engineering, solutions engineering, or developer support.
• Experience with healthcare integration engines or interface platforms.
• Experience with data normalization, deduplication, patient matching, or clinical terminologies (LOINC, SNOMED CT, RxNorm, ICD-10, CPT).
• Hands-on work with HIE platforms, or onboarding organizations to data exchange networks (directories, endpoints, certificates).
• Familiarity with federal interoperability requirements and HL7 standards, such as CMS and ONC interoperability rules, USCDI, US Core, Da Vinci, and other HL7 FHIR implementation guides.
• Familiarity with mobile and web development platforms (Kotlin, Swift, or JavaScript/React).
• Exposure to LLM agent tooling or the Model Context Protocol (MCP).
• Comfort designing workflow, architecture, and data-flow diagrams in tools such as Lucid, Miro, or draw.io, and working from Figma designs.
• Experience troubleshooting production issues with logs, observability tools, and Jira.

Core Competencies

• Customer Advocacy: Represents the customer’s business and technical interests from the pre-sales handoff through go-live and beyond.
• Technical Depth & Credibility: Understands how the b.well platform, healthcare data standards, and customer systems fit together, and earns the trust of customer developers and technical buyers.
• Ownership: Drives assigned implementations to go-live and keeps customers stable afterward with minimal guidance.
• Diagnostic Thinking: Stays calm and methodical during live customer issues, working from evidence to root cause.
• Process Builder: Fixes the pattern behind a repeat problem and keeps refining how the team works.
• Collaboration & Judgment: Works easily across Solution Consulting, Client Success, Implementation, Support, and Engineering, and knows when a situation needs to go up a level.

Supervisory Responsibilities

This is an individual contributor role with no direct supervisory responsibilities.