Principal Platform Support/Onboarding Engineer

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.