Implementation & Support Specialist

Shen.AI, a cutting-edge AI and digital health company, is looking for a hands-on, customer-obsessed Solution Architect / Implementation Specialist to join our fast-growing team.

In this pivotal role, you’ll be the technical leader guiding our clients through the successful implementation of Shen.AI’s groundbreaking health monitoring technology—powered by computer vision and advanced AI. You’ll work closely with customers from the moment the contract is signed, helping them integrate our facial scanning tools into their existing workflows, mobile apps, and platforms.

We’re searching for someone who thrives at the intersection of technology and customer experience—someone who can roll up their sleeves to solve complex implementation challenges, while also serving as a trusted advisor and onboarding coach. Experience with mobile SDKs, APIs, and client-facing technical consulting will set you up for success.

Key Responsibilities

Customer Onboarding & Implementation

• Act as the main technical contact during onboarding and integration.
• Guide clients through setup and go-live of Shen.AI SDKs, APIs, and web/mobile components.
• Deliver trainings and best practices; document and communicate implementation plans, technical specs, and success criteria.

Technical Support

• Provide hands-on support and troubleshoot integration issues across platforms.
• Identify root causes, resolve blockers in collaboration with internal teams, and escalate when needed.
• Help clients navigate SDK/API documentation and communicate updates clearly while managing expectations and SLAs.

Internal Collaboration & Continuous Improvement

• Share client feedback with product and engineering to improve SDKs, APIs, and documentation.
• Support ongoing improvements in onboarding and support processes based on recurring issues and performance data.
• Track key metrics like time-to-value and resolution time to drive customer success.

Requirements

• 3+ years of experience in technical onboarding, implementation, or support (preferably in SaaS or health tech).
• Strong background in software development, with solid understanding of APIs, SDKs, and mobile/web integration.
• Experience with ticketing systems (e.g., Jira) or customer support platforms.
• Strong communication skills with both technical and non-technical stakeholders.
• Ability to prioritize tasks, manage multiple client requests, and handle time-sensitive issues.
• Positive, empathetic attitude when interacting with customers.
• Structured, proactive approach and strong problem-solving mindset.

Why Join Shen AI?

• Be part of a mission-driven, innovative company that is revolutionizing the health tech industry
• Competitive compensation package with uncapped earning potential
• Flexible remote work environment with unlimited days off
• Collaborative and supportive team culture that values diversity, inclusion, and work-life balance