IT Solutions Implementation Engineer

The Software Technical Support Representative level 3 role is vital in ensuring the reliability performance and compliance of software used in clinical diagnostics and patient care. This position actively supports software and hardware systems across North America specifically focusing on the software suites for the Transplant business. Expertise in IT support networking software implementation server management (both Linux and Windows) is required alongside customer-facing technical support experience in a regulated medical device environment.

Key Accountabilities

• Manage and address customer inquiries and complaints with the utmost care and attention. Deliver the highest level of service and support to our valued customers by providing prompt efficient and detailed responses to ensure their satisfaction and loyalty.
• Create and maintain detailed documentation of customer cases in the complaint management system ensuring that processes policies and practices are applied consistently and effectively.
• Diagnose and resolve software and system integration problems including performance issues networking device interfaces bugs integration failures and data management.
• Provide expert-level support for proprietary medical device software troubleshooting complex software issues and ensuring timely and effective resolution of cases escalated from Level 1 and Level 2 support teams.
• Support software deployment patch management and configuration in clinical environments.
• Lead collaborative efforts with Software Development and QA teams to identify root causes and implement long-term solutions.
• Interface with customers partners and internal stakeholders to communicate issue status and resolution plans including recommending options to resolve issues with technology solutions.
• Provide technical training and mentorship to internal teams and distributor support teams.
• Assist with software test scripts execution for software development projects.
• Ensure adherence to applicable SOPs ISO FDA and other Quality Systems Regulations as well as company policies.
• Performs other duties and responsibilities as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Networking/Key Relationships

Global Support Engineer R&D Learning and Development Commercial and Scientific Affairs Marketing and Sales.

Minimum Knowledge & Experience required for the position:

Education:

• Bachelors degree in Computer Science Biomedical Engineering Information Technology or a related field.

Certification:

• CompTIA A Network or Security
• Microsoft Certified: Windows Server or Azure Fundamentals

Experience:

• 5 years of hands-on experience in IT support help desk or technical troubleshooting in a Level 3 or senior support role within the medical device or healthcare technology industry.
• Strong knowledge of Windows and Linux operating system environments networking and system security.
• Proficiency in SQL Database Management scripting and coding (e.g. C# Python SQL scripting Bash).
• Knowledge of networking fundamentals IP addressing and cybersecurity best practices.
• Familiarity with medical software systems and regulatory compliance (e.g. HIPAA FDA) is a plus.

Skills & Capabilities:

• Excellent written and verbal communication skills with the ability to explain technical issues to non-technical stakeholders.
• Customer-focused mindset with a strong commitment to service excellence.
• Ability to quickly diagnose and resolve hardware and software problems.
• Strong attention to detail and documentation practices.
• Excellent time management skills and ability to manage competing priorities with minimal supervision.
• Highly collaborative; ability to work cross-functionally with multi-disciplined teams and diverse groups of people.

Travel Requirements:

• Ability to travel up to 30% domestically.

The annual base salary range for this role is currently $100000 range to $120000 range. Individual employee compensation will ultimately depend on factors including education relevant experience skillset knowledge and particular business needs.

This role is eligible for medical dental and vision insurance 401k plan retirement benefits with an employer match as well as paid vacation and sick sales roles are eligible for participation in a commission plan and our managementand select professional rolesare eligible for a performance-based bonus.