Smile Digital Health

• Collaborate with our Security Operations teams to help define and implement best practices around Cloud Service Provider configuration for Azure and other cloud providers. • Develop, implement and coordinate a multi-tenant approach around service offerings for DB, Container platform, Authentication, Certificates, and Product Registries etc. • Design and maintain performance testing strategies, framework, and environments in the cloud. • Develop and maintain cost/utilization tracking and attribution processes for all Cloud Service Providers. • Create documentation around Cloud Service Provider offerings detailing use cases, best practices, and implementation details. • Develop and maintain technical relationships with our core Cloud Service Providers. • Implement and maintain a secure and scalable infrastructure platform for delivering Cloud Services applications. • Ensure that internal and external SLA’s meet and exceed expectations, and ensure that system centric KPIs are continuously monitored and improved. • Create tools for automating deployment, monitoring and operations of the overall platform. • Participate in an on-call rotation to provide application support, incident management, and troubleshooting. • Provide ongoing maintenance and support of internal tools, improve system health and reliability. • Assist customers with the on-site deployments when needed. • Implement and manage observability tools (logging, metrics, tracing) for performance insights, Otel and Grafana Stack preferred

• Design, develop and execute performance test plans to ensure the scalability, responsiveness and reliability of our software systems. • Work closely with stakeholders, development and infrastructure teams to identify project performance requirements, test data and environment considerations. • Responsible for successful execution of performance test scenarios, result data and metrics analyses and compilation of test reports.

Role Description The Account Executive is responsible for leading the full end-to-end sales cycle, sales and account management strategy development and identifying growth opportunities in the US Payer and Clinical Reasoning territory and accounts. Clinical Reasoning includes, but is not limited to, Digital Quality Measures (DQM) for HEDIS, DQM for MIPS, Prospective Care Gaps Closures, and more. This role will manage the sales cycle from lead generation, proposal and contract negotiations, through to deal closure and account management. This role is expected to meet or exceed the sales goals established by the Company while delivering the highest standard of integrity, quality, and customer service to our clients. - Develop and manage sales and account management strategies for the US Payer and Clinical Reasoning territory and accounts. - Generate new sales leads and identify new opportunities through networking and prospecting. - Lead target account selling (prospecting/lead generation, qualification and scoping, closing strategies, negotiations, etc.). - Build strong and sustainable relationships with varying levels of client group(s). - Manage and resolve escalated customer challenges and roadblocks. - Develop and present insightful business reviews for client’s program performance. - Facilitate, coordinate and actively participate in contract negotiations. - Collaborate with cross-functional teams to ensure clear understanding of client expectations. - Review regular sales, end user performance and upcoming requirements. - Rapidly develop and maintain a strong network and deep knowledge of Smile’s products. - Collaborate and support Partners to extend reach and drive product adoption. - Proactively prioritize sales and retention discussions with client(s). - Maintain a real-time understanding of the competitive landscape. - Maintain in-depth knowledge of Smile Digital Health’s solution offerings. - Participate in and contribute to sales planning status meetings. - Meet or exceed established sales quotes as well as maintain a robust sales pipeline. Qualifications - 8+ years of relevant sales experience in payer environments with B2B software or technology sales. - Demonstrated ability to close large and complex contracts in US Payer space. - Previously demonstrated experience in consulting with varying levels of organizations including executives. - Strong knowledge of payer solutions function within the US. - Knowledge of how to build and contract bundled payer/provider service models. - Ability to independently seek information, manage and respond to ambiguity. - Strives to develop self and others; demonstrates a high degree of self-awareness. - Ability to effectively and efficiently use software including Windows/Mac, Google Suite, HubSpot (CRM). - Ability to travel 25-40% of the time. Requirements - Demonstrated revenue generation impact, managing long sales cycles. - Ability to consistently meet or exceed sales quotas and targets. Benefits - Remote Work Environment - Flexible Time Away From Work Policy including PTO, Personal and Sick Days - Competitive Salary and Health/Medical Benefits - RRSP/TFSA/401K Employee Contribution - Life and Disability - Employee Assistance Program - FHIR Study Program and Skillsoft Learning - Super HAPI Fun Club

The Cloud Engineer is responsible for designing, implementing, automating, deploying and operating production grade services on a variety of cloud vendors and various infrastructure platforms for Smile Digital Health, its clients and partners. This position works with various teams to ensure that infrastructure needs are fulfilled for various teams and departments including but not limited to Information Services, Privacy & Security, Engineering, Product, Client Support and Delivery.

• Lead the investigation and resolution of complex production issues impacting healthcare clients. • Working with Tier 1 and Tier 2 support teams to diagnose and correct issues raised in customer incidents. • Analyzing solutions to ensure that they will be interoperable, performant and maintainable. • Escalate high risk and complex client issues to leaders, as appropriate. • Diagnose and resolve complex, high-priority production escalations that require deep code-level analysis and database inspection. • Design, implement, and maintain scalable, reliable, and maintainable software solutions within the Smile Digital Health platform. • Drive root cause analysis efforts and implement long-term corrective actions to reduce recurring issues. • Identify root causes of systemic software regressions, develop robust code patches, and coordinate with DevOps for hotfix deployments. • Provide technical leadership during incident response, troubleshooting, and high-priority client escalations. • Review, optimize, and refactor existing systems with a focus on performance, resiliency, and maintainability. • Conduct thorough code reviews and forensic log analysis to isolate intermittent or hard-to-reproduce bugs. • Participate in code reviews, ensuring adherence to engineering best practices and coding standards.

• Serve as the primary implementation lead and operational owner for assigned customer accounts following contract execution, coordinating all Smile customer delivery activities across implementation and operational support functions, renewals, and identifying continued sales opportunities. • Work closely with Resource Management to oversee project resource management responsibilities, including but not limited to, resource allocation and tracking of technical resources across customer engagements. • Lead customer onboarding, implementation execution, operational readiness, and deployment coordination, ensuring successful integration of Smile solutions into customer environments. • Maintain visibility into the sales pipeline, proactively preparing for new opportunities nearing contract closure, and ensuring seamless transitions into implementation phases. • Coordinate cross-functional implementation execution across Product, Engineering, Support, Sales Account Management, and Delivery teams to ensure alignment on priorities, timelines, risks, dependencies, and customer expectations. • Maintain visibility into customer engagement financial health, implementation scope alignment, forecasting inputs, and operational delivery impacts to support successful customer outcomes and business performance. • Support the creation and negotiation of Statements of Work (SOWs) and other contractual documents in collaboration with sales, legal, and technical stakeholders. • Partner with Sales Account Management to support customer growth opportunities, renewals, and strategic account planning while maintaining primary focus on successful customer delivery and operational execution. • Working closely with technical cross-functional teams, ensure an effective deployment plan ensuring alignment with customer expectations and objectives. • Oversee critical customer issues that escalate into problem management, ensuring proactive communication and timely resolution. • Lead implementation governance activities including customer operational reviews, risk identification, issue escalation, milestone tracking, and executive communication for assigned customer accounts. • Ensure customer implementation risks, product gaps, delivery challenges, and operational concerns are proactively identified, documented, communicated, and escalated through appropriate Smile governance channels. • Coordinate the Smile Customer Care Team for assigned customers, including Sales Account Managers, Product Managers, Support, Engineering, and Delivery resources, ensuring alignment and accountability across all customer-facing operational activities. • Facilitate regular customer meetings and reviews, ensuring transparency and alignment on project status, milestones, and deliverables. • Ensure consistent and positive customer experience, proactively addressing concerns and ensuring high levels of customer satisfaction and retention. • Support the development and update of enablement tools and resources, as needed. • Ensure in-depth and up-to-date technical knowledge of market and industry trends as well as deep understanding of customer business goals and objectives to facilitate customer success. • Ensure implementations are managed in alignment with Smile delivery governance standards, including proactive communication, issue escalation, stakeholder coordination, risk management, and implementation accountability.

• Assist Technical Account Managers (TAMs) and Agile Leads in coordinating, planning, communicating, and executing the delivery of core project components. • Coordinates and facilitates project meetings, reviews status and escalates issues for corrective action. • Ensure completion of administrative tasks such as project operations support, deliverable management, communication support and project/service management tooling support. • Triage project issues and work with internal departments to address/mitigate/resolve the issues, under the guidance of Technical Implementation Leads and Technical Account Managers. • Proactively identify project blockers and risks and flags them to the project team. • Develop and maintain issue logs and project repositories of documents, prepare documents for various recurring meetings including minutes, issue logs, etc. • Coordinate with multiple internal/external partners. Establish effective collaboration with other teams and ensure good communication. • Monitor, track and coordinate project plans and provide reporting and input to ensure targets are met. • Provides direct support in relation to reporting, planning, and contracting issues to internal partners. • Provide timely and accurate project updates to internal/external partners. • Gather and analyze project data and propose efficient ways to expedite project delivery. • Accountable for ensuring that all your working hours are accurately reported in the time tracking system on a daily or weekly basis, that the majority of (if not all) hours are tracked as billable and that the project management tool is properly and fully utilized. • Tracking and reporting of billable hours is a critical aspect of project management and delivery to our customers and this is a major area of accountability for the Project team.

• Analyzing and evaluating requirements and proposing high level design and technical solutions to issues that arise from internal and external customer issues. • Analyzing solutions to ensure that they will be interoperable, performant and maintainable. • Working with Tier1 support team to diagnose and correct issues raised in customer incidents. • Collaborating with coredev and client solutions teams to ensure any fixes from the support team meet core and customer technical/architectural requirements. • Support the mentoring of Tier 1 Service Desk staff and other developers on technical guidelines, functionality, debugging, performance and operational procedures and troubleshooting techniques and serve as their technical mentor. • Participate in major incident response teams. • Ensure relevant documentation and frameworks are maintained and up-to-date. • Research technologies that will be used in new and existing modules of the solution. • Ability to analyze and solve problems, identify issues and apply or implement solutions. • Break down work for other team members and be the go-to person for project issues/status. • Analyze solutions to ensure that they are interoperable, performant and maintainable. • Comply with the privacy, security and confidentiality policies.

• Lead and manage Technical Implementation Leads and Software Developers delivering customer-facing healthcare interoperability implementations and strategic customer initiatives. • Provide hands-on technical leadership across discovery, solution design, estimation, implementation planning, troubleshooting, testing, deployment, and operational readiness activities. • Lead technical implementation delivery across multiple concurrent customer projects while ensuring delivery quality, scalability, maintainability, and alignment with customer expectations. • Provide hands-on technical guidance for HL7 FHIR, HL7 v2, CDA/CCDA, REST APIs, data mapping, SQL, validation, integration workflows, troubleshooting, and implementation best practices. • Participate in customer-facing technical discussions, escalations, root cause analysis, mitigation planning, writing executive summaries, and implementation troubleshooting activities. • Collaborate closely with Product, QA, CloudOps, Support, Architecture, Agile Leads, and Customer Success teams to deliver scalable and supportable customer solutions. • Develop and maintain reusable implementation assets including buildbooks, implementation playbooks, troubleshooting guides, reference architectures, and solution/problem pattern libraries. • Identify recurring implementation challenges, operational gaps, customer pain points, and technical risks and translate them into actionable process improvements, feature requests, and bug reports. • Drive implementation quality through technical reviews, implementation standards, testing practices, peer mentorship, and reduction of delivery defects and rework. • Mentor, guide, and support Technical Implementation Leads and Software Developers through technical coaching, prioritization guidance, workload management, and professional development. • Ensure implementation work is properly documented through Jira, technical documentation, testing evidence, operational handover materials, and implementation standards. • Research, evaluate, and recommend technologies, implementation patterns, and operational improvements for new and existing customer solutions and platform capabilities.

Role Description The Intermediate Backend Developer works closely with engineering teams to design, implement, and maintain components of the Smile Digital Health platform. This position operates with a good degree of independence, contributing across the full development lifecycle from requirements analysis through to delivery, while developing deeper technical expertise in preparation for senior-level responsibilities. - Design and implement back end application components, such as FHIR operations, primarily using Java and related technologies. - Develop and maintain core product code, with a focus on quality, performance, and maintainability. - Participate in code reviews, adhere to team coding standards, and contribute to improving development practices. - Analyze requirements and propose technical solutions at various stages of development. - Build and iterate on proof-of-concept integrations. - Troubleshoot and resolve issues reported by customers or identified during testing. - Research relevant technologies and contribute findings to the team. - Create and maintain technical documentation. Qualifications - Degree in Computer Science, Engineering, Mathematics, or a related field. - 4+ years of professional back end development experience. - Solid experience with Java and Spring; working knowledge of REST APIs, SQL, and Git. - Experience with end-to-end feature development and unit testing practices. - Ability to work independently on assigned tasks while collaborating effectively within a team. - Comfortable working through ambiguity and contributing to technical problem solving. - Experience creating and maintaining clear technical documentation. - Knowledge or experience in healthcare, HL7, or FHIR is an asset. - Experience with Apache Camel and building robust integration patterns to ensure seamless data exchange across disparate systems. - Strong analytical and communication skills. Benefits - $90,000 - $110,000 a year Company Description Smile discloses that artificial intelligence (AI) may be used in portions of the recruitment and selection process, such as resume screening or application assessment. All hiring decisions are ultimately made by qualified human decision-makers, and AI tools are used to support — not replace — fair and equitable hiring practices. This position is a new role, created to support Smile’s continued growth and commitment to operational excellence.