With over 400M connected medical devices worldwide and the value of the healthcare Internet of Things (IoT) market valued at $163 billion, it’s no surprise that venture funding in the Digital Health space has hit record highs year after year. What’s clear is that all of healthcare’s future products – medical devices, combination products, wearables, Software as Medical Device and more – will all be digitally driven.

If you want to become a next-generation disruptive leader in healthcare, you need to be working in Digital Health now. And there’s no better place to get deep experience in Digital Health than with BrightInsight, the VC-backed Silicon Valley startup that provides the leading global regulated IoT platform for the world’s top biopharma and MedTech companies. We are headquartered in San Francisco with an office in London and employees throughout Europe and are rapidly expanding our company to serve our European clients.  We are headquartered in San Francisco with an office in London and employees throughout Europe, and are rapidly expanding our company to serve our European clients

We are a team of experienced professionals who are passionate about transforming patient outcomes globally by bringing the power of digital technology to healthcare. Our mission is to accelerate regulated digital health innovation for our biopharma and MedTech customers through our scalable medical-grade platform

In the past year, the award-winning BrightInsight Platform was selected as the “Best IoT Healthcare Platform” in the 2019 MedTech Breakthrough Awards, the “2018 Google Cloud Partner of the Year for Healthcare and Life Sciences,” was featured as the cover story for CIOReview Magazine’s “20 Most Promising Biotech Solution Providers 2019," and was included in The Journal of mHealth's “2020 Global Digital Health 100”.

If you enjoy working with solution-oriented, driven colleagues in an agile, bureaucratic-free environment, then come join us at BrightInsight.

About the Role:

The Customer Support Engineer will be based in San Jose (US remote ok) and is a multi-functional role. In this role, you will be responsible for designing, implementing, and maintaining the end-to-end customer service model for the BrightInsight SaaS platform. Customer service is a key aspect of our operations, resolving issues ranging from routine maintenance requests to high criticality incident support to ensure that end-users experience high quality digital health solutions. You will work in a fast-paced start-up environment that requires you to own all aspects of this process but work cross-functionally to identify requirements and validate the solution.  You will lead our team in best practice training using your solution and build a team to support your model while monitoring performance to ensure regulatory compliance, customer satisfaction, and process efficiency.

We are looking for someone who thrives in a start-up environment and demonstrates:

  • Passionate customer focus
  • Relentless drive to win and bring a product to market
  • Start-up mentality to wear multiple hats and do what’s required to get the job done
  • Ability to operate at the intersection of strategy, operations, external customer and internal organization
  • Thoughtful, fast, disciplined execution
  • Intense collaboration
  • Tenacious commitment to continuous improvement

Here is a glimpse of what you’ll do...

  • Support and improve a comprehensive L1, L2 and L3 customer support function that supports regulated medical device product and services and that will interface with our customers
  • Support and improve customer support processes that comply with our regulatory, security, and privacy policies as well the policies and procedures outlined in our Quality Management System
  • Support and improve customer support system that meets personal data handling and privacy rules including HIPAA and GDPR requirements
  • Work with L1 vendors to develop call scripts required to support patients, physicians, etc.
  • Identify the right vendors and tools to build out and deliver on highest level of customer support.
  • Qualify identified tools against our quality management, security, privacy and regulatory control policies
  • Identify cross-functional roles across engineering, DevOps, and operations needed to support a customer support function within our organization
  • Support the operational aspects of the customer support function and work closely with engineering and DevOps for customer issues
  • Manage customer relationship, monthly reports, customer support calls and first contact for customers
  • Managing cases, requests and enhancements using online tools, ticketing system and customer service processes
  • Providing highest level of customer service to our customers while adhering to our strict SLAs for response and restoration times
  • Problem identification, workaround resolution, root cause analysis and critical incident management

Here is some of what you’ll need...

  • 5+ years of customer support/ technical support / customer interaction experience
  • 2+ years of Medical Device technical support (Software preferred but hardware ok)
  • Experience with REST APIs, user authentication methods is a plus
  • Basic working knowledge of Google App Engine, GCP (or AWS or Azure)
  • Experience in healthcare related industries; digital health experience is a big plus
  • Experience with Unix/Linux systems with scripting experience in Bash, Perl or Python
  • Expertise in problem solving, and analyzing and troubleshooting cloud base software products/systems
  • Expertise in system and security monitoring tools, such as datadog, new relic, Splunk
  • Experience releasing and supporting medical device digital solutions
  • Familiarity with health and data privacy regulationsBachelor’s degree in engineering
  • Excellent analytical and problem-solving skills
  • Ability to work both independently and as a part of a team
  • Excellent customer service skills
  • Understanding of software development and customer support cycle
  • Excellent written and spoken English
  • Flexibility as responsibilities may require occasional out of business hours, weekend and on-call rotation work based on customer projects

Here are a few examples of what you’ll get for the great work you provide...

  • Full range of medical benefits, dental, vision
  • Life Insurance
  • Matching 401K
  • PTO

“BrightInsight is an Equal Opportunity Employer and employment selection decisions are based on merit, qualifications, and abilities. BrightInsight does not discriminate in employment opportunities or practices on the basis of: age, race, religious belief, color, sex, national origin, marital status, sexual orientation, gender identity, disability, pregnancy status or any other status protected by law. BrightInsight makes reasonable adjustments so that qualified applicants with a disability may participate in the selection process. BrightInsight will contact you if it is determined that your background is a match to the required skills required for this position. Thank you for considering a career with BrightInsight.” 

Apply for this Job

* Required

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at BrightInsight are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.