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Summary
As Solution Engineer, you will work side by side with the WellHive Customer Success team during site visits, training sessions, and ongoing customer engagements. You will serve as the primary bridge between end users and the technical and product teams, translating real-world workflow challenges into actionable solutions that drive adoption and deliver measurable outcomes.
You will gather and analyze user feedback, apply User-Centered Design (UCD) principles, and collect relevant usage statistics to build a clear picture of where customers succeed and where friction exists. Using that understanding, you will define, prototype, and document potential solutions, presenting options to WellHive leadership and executive-level stakeholders in a clear, compelling, and professional manner.
You will bring a rare combination of technical depth and interpersonal fluency. You must be equally comfortable working with software architects and engineers to understand system capabilities as you are conducting empathy interviews with frontline VA schedulers. Your ability to move fluidly between these worlds, rapidly turning insight into tangible prototypes, wireframes, and documentation, is the core of this role.
Responsibilities
Accompany the Customer Success team on site visits and training engagements, acting as the on-the-ground technical liaison between end users and the broader WellHive organization
Conduct structured and informal feedback sessions with end users to identify pain points, unmet needs, and opportunities to improve adoption of WellHive solutions
Gather, analyze, and synthesize quantitative and qualitative data (including usage statistics, error patterns, and workflow observations) to inform solution design and prioritization
Apply User-Centered Design (UCD) methodologies, including journey mapping, usability analysis, contextual inquiry, and iterative feedback loops, to guide solution development
Develop a deep working knowledge of WellHive platform architecture, APIs, and system integrations to ensure proposed solutions are technically feasible and aligned with the product roadmap
Build fluency in the VA scheduling domain, including relevant policy, terminology, workflows, and stakeholder dynamics, to ensure solutions address real operational realities
Define and document possible solution options in clear, structured formats appropriate for both technical and non-technical audiences
Utilizing AI, create rapid prototypes and interactive wireframes to communicate solution concepts, gather early feedback, and validate design assumptions before full development
Develop professional presentations and executive-level briefings to communicate findings, options, and recommendations to WellHive leadership and customer stakeholders
Produce high-quality technical and functional documentation including solution overviews, user guides, workflow diagrams, and decision support materials
Collaborate closely with Product, Engineering, and Customer Success teams to ensure proposed solutions are practical, prioritized, and properly handed off for development or implementation
WellHive | Confidential
Position Description
Monitor post-implementation adoption and satisfaction, feeding insights back into future solution cycles to drive continuous improvement
Support change management efforts at customer sites by identifying adoption barriers and recommending targeted interventions
Represent the voice of the end user in internal planning sessions, defining requirements and change requests, backlog grooming, and product strategy discussions
Minimum Qualifications
Bachelor's degree in Computer Science, Information Systems, Human-Computer Interaction, Design, or a related field; equivalent professional experience will be considered
3+ years of experience in a solution engineering, product management, UX research, or technical consulting role, preferably within a SaaS or federal health IT environment
Demonstrated proficiency with User-Centered Design principles and methods, including usability testing, persona development, journey mapping, and iterative prototyping
Hands-on experience creating wireframes and interactive prototypes using tools such as Figma, Balsamiq, Axure, or equivalent
Ability to read and understand technical documentation, system architecture diagrams, and API specifications; prior software development experience is a plus
Experience producing executive-quality presentations, briefings, and written documentation for diverse stakeholder audiences
Strong quantitative and qualitative analytical skills, including the ability to collect, interpret, and present usage statistics and user research findings
Exceptional interpersonal and communication skills, with a demonstrated ability to build rapport and credibility with both technical engineers and non-technical end users
Comfort operating in ambiguous, fast-paced environments and rapidly pivoting between strategic thinking and hands-on execution
Experience working with or within the Department of Veterans Affairs or other federal health systems is strongly preferred
Familiarity with VA scheduling workflows, community care programs, or federal healthcare IT standards (such as FHIR, HL7, or VistA) is a significant plus
Ability to travel periodically for customer site visits and training engagements
Experience with Jira, Confluence, or similar product and project management tools
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