Solutions Engineer, Integrations

NikoHealth is a rapidly growing SaaS company transforming how Durable Medical Equipment (DME) and Home Medical Equipment (HME) providers operate. They are seeking an Integration Support Engineer to own the post-implementation customer experience for all native integrations and vendor partnerships, serving as the escalation point for integration-related issues.

Responsibilities:

• 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

Requirements:

• 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
• Experience in the DME/HME industry or healthcare SaaS
• Background in vendor or partner relationship management