Application Engineer

As an Application Engineer you will deliver effective technical support by delivering solutions to both technical and clinical end users while also supporting a wide range of technologies. You will be the point of contact for technical support issues and will work towards researching and resolving on-going technical issues at live customer hospitals. You will not only work towards resolving issues at customer live sites, but will also be responsible to work together with Development, QA, Product Management and Implementation groups, being an integral part of the customer success team.

• Taking ownership of advanced technical issues, and working with the Development groups until they are resolved
• Working with QA to reproduce issues and make root-cause determinations
• Ensure support incidents are documented and processed
• Coordinate appropriate internal and external resources to deliver high quality technical service delivery, minimizing risks to patient care
• Write product documentation, troubleshooting, resolution steps, and knowledge base articles
• Provide proactive customer system health checks and maintenance
• Performing customer system upgrades
• Assist with customer projects, building out servers and customer environments
• Conduct training sessions and give presentations for both technical and end users
• Participate in Engineering strategic projects (i.e. Beta Projects)
• Become an SME (subject matter expert) for specific software modules
• Travel to customers sites to resolve critical escalations or to escort services in implementing a new process/product
• Inventory management and Equipment RMA processing

• 2-4 years of IT experience; computer science degree with practical IT experience can be a substitute
• Ability to diagnose & address application issues
• Knowledge and experience with general networking/server technologies and concepts
• Strong Linux experience
• Strong SQL Database experience
• Excellent analytical, interpersonal, decision making and organizational skills.
• Excellent verbal communication and customer service skills
• Strong technical writing skills
• Complex problem solving and troubleshooting skills
• Ability to learn quickly in a high pace, challenging environment.
• Ability to conduct training sessions, give presentations, and interface and communicate with co-workers in a clear and professional manner.
• Previous experience in a software customer service environment
• Participate in a pool of on-call support to provide after hours support (including weekends)
• Occasional travel

Preferred Experiences:

• Associates or bachelor’s degree
• Degree or coursework in computer science or relevant field of study
• Strong networking, server and/or development experience
• Experience in training and/or technical support
• Previous job experience in healthcare