Product Support Engineer

Product Support Engineer

AcuityMD is a software and data platform that accelerates access to medical technologies. We help MedTech companies understand how their products are used, why customers vary, and identify opportunities for physicians to better serve their patients. Each year, the FDA approves ~6,000 new medical devices. Our solution helps MedTech companies get these products to physicians more effectively so they can improve patient care with the latest technology. We're backed by Benchmark, Redpoint, ICONIQ Growth, and Ajax Health. We're a high-growth AI and Data company scaling rapidly.

We are currently seeking an inaugural Product Support Engineer to join our Product team and help build our AI context layer while supporting our flagship data products. In this role, you will be responsible for being an expert in our healthcare data products, supporting the commercial teams in interpreting our data for the most complex of questions, and in tandem establishing the AI context layer that will power our agentic solutions around data.

Working within the Product organization, this person will partner closely with Engineering to define, write, and continuously improve the data context and evaluation framework that becomes a strategic differentiator for AcuityMD's AI products. At the same time, they'll serve as the internal authority on healthcare data, enabling Sales, Customer Success, and Product to confidently explain what our data means - and just as importantly, what it doesn't.

Team Mission

The AcuityMD platform features data from across the healthcare industry. Our data assets are the foundation of our application and central to the value we deliver to clients. Every data asset requires context to know how to interpret it, its nuances, and limitations.

Responsibilities

• Support our commercial teams so our customers are successful by answering the toughest data questions internally around what datasets mean, and the nuanced limitations of how to use them.
• Collaborate closely with our engineering team to build our AI data context layer with evals. This requires deep understanding of the data and great technical writing skills. This role should help drive what our eval designs even are to measure agent quality.
• Help drive what tooling we need to build in our data products to support data explainability.

Your Profile

• 4+ years working in healthcare data products
• 1+ year in roles that had customer facing interactions
• You have some familiarity with SQL or are willing to learn (must be adept in excel analyses if no SQL familiarity)
• Technical writing experience - you have experience putting complex concepts into easy written explanations for non technical stakeholders.
• Nice to have: experience in product or collaborating with teams that build the product
• Nice to have: AI evals background and experience establishing agentic quality frameworks.
• You pay strong attention to detail, communicate clearly and concisely, can reason through use cases, and tell stories using data.
• You have a bias towards action

Nice to Haves

• Experience in product or collaborating with teams that build the product
• AI evals background and experience establishing agentic quality frameworks

AcuityMD is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, market data and may vary from the range provided. Base salary range: 130K-180K

You must have an eligible work permit in the USA to be considered for this position

We Offer:

• Ground floor opportunity: Join a high-growth startup, backed by world-class investors across Enterprise SaaS and Medical Devices (Benchmark, Redpoint Ventures, and Ajax Health).
• Learning Budget: Reimbursements for relevant learning and up-skilling opportunities.
• Remote work: AcuityMD is committed to supporting full-remote flexibility for employees in the US. We provide a work-from-home stipend for all employees.
• Flexible PTO: Generous time off and flexible hours give you the freedom to do your best work.
• Paid Health, Dental, and Vision Plans: We offer 100% paid health, dental, and vision plans for all employees and 75% paid for our employees' dependents.
• Home Office Stipend: $1,000 to invest in remote office equipment and WiFi reimbursement.
• Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings.
• Parental Leave: 8-16 weeks of fully-paid, flexible parental leave.

Who We Are:

The Company: We are builders, who are inspired by our mission to expand patient access to cutting-edge medical technologies. We value working collaboratively to solve hard problems for our customers with simple, innovative solutions. We push ourselves to learn with empathy. We foster an active culture of mentorship and inclusion, and we welcome new team members that share our values.

We're backed by Benchmark, Redpoint Ventures, Ajax Health, and several other leading software and medical device investors. Since Acuity launched in 2020, we've brought on customers ranging from publicly traded Fortune 500 companies to innovative growth-stage companies and regional medical device distributors.

The Product: AcuityMD uses data and software to help teams collaborate around the complex relationships they have with the users of medical technologies: doctors. Our platform empowers medical technology companies to see how their products are used, understand why outcomes vary, and identify opportunities where physicians or sites of care can better serve their patients.

AcuityMD is an Equal Opportunity Employer

AcuityMD is seeking to create a diverse work environment because all teams are stronger with different perspectives and life experiences. We strongly encourage people of all backgrounds to apply. We do not discriminate on the basis of race, gender, religion, color, national origin, sexual orientation, age, marital status, veteran status, or disability status. All employees and contractors of AcuityMD are responsible for maintaining a work culture free from discrimination and harassment by treating others with kindness and respect.