Solutions Engineer at PocketHealth in Toronto, Ontario, CA

What if you could personally impact the future of healthcare? As part of the PocketHealth team, you will enable hospitals and clinics across North America — and more importantly, empower over 3 million patients — to discover a better healthcare experience.

PocketHealth automates the operational complexity of healthcare: the manual, non-clinical work that surrounds every patient visit. For more than a decade, the company has automated this work from both the provider and patient sides, building a distinct understanding of how providers operate and how patients engage in their care. Its agentic operations platform extends that expertise across the enterprise, automating non-clinical workflows end-to-end while working inside existing systems and adapting to each site’s SOPs. The result: improved capacity, financial performance and patient outcomes. PocketHealth is SOC 2 and HIPAA and PHIPA compliant, and trusted by 900+ health systems.

About the role

PocketHealth is scaling its sales engineering function as demand for our products has outgrown our capacity. This role will sit alongside the Sales team to operate as a technical subject matter expert on customer/prospect calls, and to create and review the technical documentation required to keep deals moving quickly, across our full product suite.

You will own the technical work that keeps deals moving day to day: customer calls, security reviews, RFP responses, statements of work and scoping documentation. The goal is that our most complex enterprise opportunities have a technical resource assigned from the early stages. You will be mentored directly by our Enterprise Architect and will grow into full ownership of a segment of the business.

This is a customer-facing role from day one. Working in tandem with Account Executives, you will be introduced to prospects and current clients as our Solutions Engineer, and will own the technical relationship and deliverables with hospital IT leaders, security teams, and radiology operations stakeholders.

This job posting is for an existing vacancy. The salary range for this position is $150,000 – $170,000 annually, depending on the experience and expertise you bring to the team. Salary is just one part of the story, though; this role is also eligible for equity in the form of stock options and includes a comprehensive health and benefits package. We view our compensation as a total investment in your well-being, designed to support you both in your work and in your life outside of it.

What you'll do:

Be a technical presence in the sales cycle

• Join sales calls as the technical authority on behalf of PocketHealth, particularly where the prospect/customer includes a technical stakeholder.

• Answer architecture, integration, and infrastructure questions with credibility and in the moment. Know where the boundaries of the product are.

• Demonstrate critical thinking and business acumen to answer questions accurately while aligning technical capabilities to product value.

• Use technical calls to broaden our footprint in an account, bringing additional stakeholders into the conversation.

  Own security reviews and technical documentation

• Work with external stakeholders, as well as internal Legal and Compliance to complete security reviews (questionnaires, spreadsheets, and vendor portals).

• Draw from and help maintain our centralized repository of reviewed security answers, working alongside the compliance function in Legal, and apply judgment to every answer.

• Turn call outcomes into finished deliverables such as follow-up answers, scoping notes and integration write-ups, on the tight timelines deals actually run on, so that momentum is never lost waiting for documentation.

  Scope deals accurately

• Build statements of work for product implementations that reflect the real implementation effort, including integration method, data access, and dependencies.

• Flag complexity triggers that change the cost or price of a deal: unusual technology stacks, non-web-based applications, protocol-heavy workflows, or requirements that need internal subject matter expertise. Raise them before a contract is signed.

• Validate integration assumptions early.

  Work across the business

• Translate customer technical requirements into internal feature or build requests, exhausting existing product capability and completing a preliminary technical evaluation, engaging Engineering strategically.

• Partner with deployments and forward-deployed engineering so that what was sold is what gets deployed.

• Coach account executives on the technical questions worth asking, raising the quality of qualification across the team.

What you'll bring:

• 5-10 years in a customer-facing technical role: solutions engineering, sales engineering, solutions architecture, technical account management, or implementation consulting.
• Experience working in an early stage, high-growth environment, where speed and flexibility are paramount.
• A working understanding of enterprise architecture(hybrid and public cloud), systems, and infrastructure, and the confidence to discuss it credibly with hospital IT teams, executive leadership, and security.
• Understanding of best practices and proper use cases for healthcare protocols, identity and access management, public cloud services, and data handling.
• A genuine interest in information security. You do not need to arrive as a security analyst and we will ramp you, but the curiosity has to be there, because a meaningful share of this role is security review work and understanding how to safely deploy technology.
• Strong written communication. Much of your output is documentation another party will make a purchasing decision against.
• Comfort operating across both strategic and routine work. Some of this job is high-stakes solutioning on complex deals; some of it is disciplined, careful documentation, and both matter.
• Based in the GTA, with the ability to work from our downtown office twice per week.

Nice to have:

• Experience working with healthcare organizations and their systems, including large Epic installations and provincially integrated environments.
• Understanding of AI safety and quality including: model types, training, evaluation criteria (bias, hallucination), and deterministic guardrails.
• Familiarity with healthcare interoperability standards (HL7, DICOM, FHIR) and imaging or radiology workflows.
• Exposure to SOC 2, vendor risk assessments, or healthcare privacy regimes such as PHIPA/ PIPEDA or HIPAA.

You can do amazing things at PocketHealth. You can positively impact the healthcare journey for millions of people, while building your career and developing your skills. It doesn’t have to be one or the other. It has been a part of our mission since our founding to empower patients & make healthcare accessible to all, and we know this can only be achieved with a team of diverse perspectives that is representative of the Patient & Provider communities we serve.

People love working here for these reasons and more: working remotely, our competitive salaries and benefits (including stock options for every employee!), four weeks of paid time off, unlimited paid wellness days, extended mental health coverage, and 16 weeks of parental leave top-up.

We’re proud to foster a culture that embraces diversity, equity, and inclusion, and we believe in caring for our employees with the same thoughtfulness we offer our Patients & Providers.

If there are ways we can support you through the recruitment process with an accommodation, please let us know by reaching out to DEI@pocket.health. Applications are accepted via posting only.