Principal Platform Support/Onboarding Engineer
Mpathic
About mpathic.ai
mpathic.ai is a conversational-intelligence platform transforming how humans and AI understand empathy, communication quality, and clinical effectiveness. Our platform powers conversation analysis for healthcare, clinical trials, and digital well-being applications using human-in-the-loop machine learning and motivational interviewing frameworks.
We’re seeking a Director of Strategy & Business Operations to partner with the CEO and leadership team to drive operational excellence, scale go-to-market (GTM) strategy, and ensure financial discipline as we enter our next phase of growth.
Role Overview
We’re looking for a Prinipcal Platform Support/Onboarding Engineer who is passionate about helping customers succeed and is excited to work on cutting-edge clinical applications. This role is ideal for someone who enjoys being the go-to person for customers, learning a product inside and out, and working closely with product, engineering, and clinical teams.
You’ll play a pivotal role supporting onboarding, account management, and basic technical support for mpathic customers.
Responsibilities
Client Onboarding & Adoption
- Lead onboarding for new customers: demo key workflows, guide account setup, and reinforce best practices
- Build strong, trusting relationships with customer teams
- Be proactive and responsive—ensuring customers feel supported and informed.
- Develop and maintain guides, FAQs, and in-app content that helps reduce friction for new users.
- Review usage dashboards and adoption metrics to identify risks and opportunities
Customer Insight & Product Feedback
- Understand self-serve users through onboarding data, surveys, and usage metrics
- Track adoption metrics and report patterns to Product
- Spot and document onboarding/product gaps for follow-up
Support & Troubleshooting
- Triage customer questions and requests for onboarding and support.
- Add or update user accounts as needed and explain platform functionality
- Handle straightforward issues and escalate complex issues when needed.
Internal Collaboration & Customer Advocacy
- Work closely with the VP of Product to identify customer pain points and surface feedback
- Contribute to improving internal docs, FAQs, and onboarding guides
Qualifications
- 10+ years of experience in a customer onboarding, customer success, or implementation role (SaaS a plus)
- Experience communicating directly with clients or end users
- Proven ability to manage multiple concurrent projects or onboarding efforts
- Prior experience navigating complex customer environments
- Excellent problem-solving and prioritization skills
- Bachelor's degree or equivalent experience in business, health sciences, psychology, or related fields
- Interest in working with AI-driven products and supporting human + machine collaboration
Who You Are
- Customer-first mindset – You take pride in making users feel supported and empowered to deliver an exceptional customer experience
- Natural problem solver – You see challenges before they impact customers, and you love finding a way to solve problems, no matter how complex
- Excellent communicator – You’re clear, compassionate, and confident speaking to clinicians, researchers, and product teams alike
- Organized and reliable – You follow through, respond quickly, and track moving parts with care
- Collaborative – You ask questions, raise concerns, and enjoy being part of a team
- Flexible – Comfortable wearing multiple hats
Location
Remote; Chicago preferred.
Compensation
The typical compensation range for this role is $110,000 - $160,000. Individual compensation for this role will depend on various factors, including qualifications, skills, and applicable laws.