Implementation Engineer, Digital Diagnostics (DDx)

Role overview An implementation engineer guides healthcare and clinical research customers through the technical setup of digital diagnostics products, serving as their main contact during implementation. The work combines SaaS deployment, laboratory and IT integration, customer coordination, and escalation support in a complex, evolving environment.

Responsibilities - Coordinate implementation plans and maintain regular communication with customer teams, including pathology labs, hospitals, academic medical centers, and clinical trial managers. - Provide hands-on technical support, partnering with customer IT staff and internal development teams to resolve integration and setup needs. - Track tasks, schedules, risks, and issues; keep projects moving and communicate status updates to customers. - Act as an application expert and escalation contact for external support cases, including participation in an on-call rotation.

Requirements - 2–5 years of experience in client-facing SaaS implementation roles. - Strong analytical skills, attention to operational detail, and the ability to manage implementation work in an organized way. - Experience resolving challenging customer situations and communicating outcomes effectively. - Ability to learn unfamiliar products and business processes independently, with sound research and problem-solving habits. - Fluent spoken and written English.

Nice to have - Familiarity with HL7 interface implementations and hands-on experience with laboratory information systems such as Epic Beaker, Novopath, or Cerner Millennium. - Portuguese or French language proficiency. - Experience supporting healthcare, pathology, or clinical trial technology deployments.