Implementation Engineer (San Francisco)

About Abridge

Abridge was founded in 2018 with the mission of powering deeper understanding in healthcare. Our AI-powered platform was purpose-built for medical conversations, improving clinical documentation efficiencies while enabling clinicians to focus on what matters most—their patients.

Our enterprise-grade technology transforms patient-clinician conversations into structured clinical notes in real-time, with deep EMR integrations. Powered by Linked Evidence and our purpose-built, auditable AI, we are the only company that maps AI-generated summaries to ground truth, helping providers quickly trust and verify the output. As pioneers in generative AI for healthcare, we are setting the industry standards for the responsible deployment of AI across health systems.

We are a growing team of practicing MDs, AI scientists, PhDs, creatives, technologists, and engineers working together to empower people and make care make more sense. We have offices located in the SoHo neighborhood of New York, the Mission District in San Francisco, and Lawrenceville in Pittsburgh.

***This role must be based in San Francisco***

Abridge is looking for an Implementation Engineer. This role will be an individual contributor, supporting our partners and internal teams in the post-sales journey.

Ideally, you thrive in a startup environment, specifically with a culture that’s built on seeing obstacles as opportunities, having a bias toward execution, being a little nerdy and perpetually curious, and helping teammates and partners succeed.

Your responsibilities:

• Proactively assess technical requirements and infrastructure for all new key accounts to ensure the optimal environment to deliver the best end user experience for clinicians

• Own and maintain technical documentation, including deployment guides, troubleshooting playbooks, and integration best practices that can be utilized with all partners regardless of segment. 

• Own the post-sales technical execution of Abridge deployments, ensuring seamless integration, reliability, and scalability within our enterprise partner environments.

• Collaborate with other partners such as EHR vendors to address the needs of Abridge partners. 

• Diagnose and troubleshoot technical issues, including API connectivity issues, authentication problems, networking constraints, and data inconsistencies to remove barriers to adoption and growth. 

• Proactively monitor key account metrics including note generation speeds to identify opportunities for optimization and proactively address any technical risks. 

• Become a technical expert in the unique touchpoints and deployments of our integration with our enterprise partners and develop comprehensive architecture documentation.

• Act as the technical bridge between our partners and internal teams (Integration Engineering, Partner Success, and Implementation), ensuring clear communication and problem resolution. Partner with our engineering team to develop tooling to enhance our ability to serve our partners in real-time. 

• Consult  with and support the Partner Success and Implementation Teams upon request to  identify areas of optimization in the deployment of the product/integration in order to drive efficiency and meet goals.

• Advise internal teams and partners on technical strategies for managing Abridge alongside complex technical projects on the customer side, such as mergers and acquisitions, instance consolidations, upgrades, and other initiatives that impact the partner’s infrastructure.

• Lead and coordinate after hours support requirements for key accounts to ensure the success of updates or technical changes.

• Consult on technical requirements and risks related to the deployment of new features that require significant changes or additional integrations. Support implementation managers and partner success in troubleshooting any technical issues that arise in partner environments due to releases. 

To be successful in this role, you:

• Have strong understanding of networking concepts, API architectures, authentication (OAuth, SAML, JWT), and cloud infrastructure.

• Can debug API failures, network issues (DNS, firewalls, load balancers, etc.) and integration failures across distributed systems.

• Are comfortable using tools like Postman, system logs, and GCP tools to diagnose technical issues.

• Have keen attention to detail and ability to find creative solutions for complex problems.

• An ability to translate learnings into repeatable technical processes that can scale.

• Have excellent verbal and written communication skills and ability to tailor technically complex topics to your audience.

• Thrive and enjoy partnering with customers to achieve their goals.

• 5+ years experience supporting business-critical implementations with deep technical expertise.

Ideally you have: 

• Experience integrating with electronic health record systems at large, complex organizations. (Epic experience is a plus!)

• Familiarity with writing scripts (Python, Bash, or SQL queries) to automate troubleshooting or technical solutions.

• Familiarity with systems requiring strict adherence to privacy and security protocols.

• Knowledge of tiered support organizations and escalation protocols.

Why work at Abridge?

At Abridge, we’re driven by our mission to bring understanding and follow-through to every medical conversation. Our culture is founded on doing things the “inverse” way in a legacy system—focusing on patients, instead of the system; focusing on outcomes, instead of billing; and focusing on the end-user experience, instead of a hospital administrator's mandate.

Abridgers are engineers, scientists, designers, and health policy experts from a diverse set of backgrounds—an experiment in alchemy that helps us transform an industry dominated by EHRs and enterprise into a consumer-driven experience, one recording at a time. We believe in strong ideas, loosely held, and place a high premium on a growth mindset. We push each other to grow and expose each other to the latest in our respective fields. Whether it’s holding a PhD-level deep dive into understanding fairness and underlying bias in machine learning models, debating the merits of a Scandinavian design philosophy in our UI/UX, or writing responses for Medicare rules to influence U.S. health policy, we prioritize sharing our findings across the team and helping each other be successful.

How we take care of Abridgers:

• Generous Time Off: 13 paid holidays, flexible PTO for salaried employees, and accrued time off for hourly employees.

• Comprehensive Health Plans: Medical, Dental, and Vision plans for all full-time employees. Abridge covers 100% of the premium for you and 75% for dependents. If you choose a HSA-eligible plan, Abridge also makes monthly contributions to your HSA. 

• Paid Parental Leave: 16 weeks paid parental leave for all full-time employees.

• 401k and Matching: Contribution matching to help invest in your future.

• Pre-tax Benefits: Access to Flexible Spending Accounts (FSA) and Commuter Benefits.

• Learning and Development Budget: Yearly contributions for coaching, courses, workshops, conferences, and more.

• Sabbatical Leave: 30 days of paid Sabbatical Leave after 5 years of employment.

• Compensation and Equity: Competitive compensation and equity grants for full time employees.

• ... and much more!

Diversity & Inclusion

Abridge is an equal opportunity employer. Diversity and inclusion is at the core of what we do. We actively welcome applicants from all backgrounds (including but not limited to race, gender, educational background, and sexual orientation).

Staying safe - Protect yourself from recruitment fraud

We are aware of individuals and entities fraudulently representing themselves as Abridge recruiters and/or hiring managers. Abridge will never ask for financial information or payment, or for personal information such as bank account number or social security number during the job application or interview process. Any emails from the Abridge recruiting team will come from an @abridge.com email address. You can learn more about how to protect yourself from these types of fraud by referring to this article. Please exercise caution and cease communications if something feels suspicious about your interactions.