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Please note that the final offer may vary within this range based on a candidates experience skills qualifications and internal equity considerations.

Schedule Details:

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This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

Everyone Is a Caregiver

At UMass Memorial Health everyone is a caregiver regardless of their title or responsibilities. Exceptional patient care academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts and a place where we can help you build the career you deserve. We are more than 20000 employees working together as one health system in a relentless pursuit of healing for our patients community and each other. And everyone in their own unique way plays an important part every day.

The Product Support Engineer is responsible for providing technical support and assistance for successful operation of UMMH platforms products and services. This role involves troubleshooting issues managing infrastructure and ensuring successful implementation and operation of products and services. Collaborates with cross-functional teams contributes to process improvements and ensures customer satisfaction through effective problem resolution and support.

I. Major Responsibilities:

1. Technical Support & Troubleshooting
Provides technical support to customers and internal teams for product-related issues.
Diagnoses and troubleshoots software and hardware problems.
Utilizes diagnostic tools and methodologies to resolve issues efficiently.
Maintains thorough documentation of support processes solutions and technical procedures.

2. System Administration & Infrastructure Management
Deploys configures and supports product services to meet project needs.
Manages and optimizes infrastructure environments including user and group management Group Policy and domain services.
Supports migrations from on-premises to cloud environments.
Monitors system performance and implements improvements to enhance user experience.
Conducts security assessments and implement measures to protect systems and data.

3. Project Support & Execution
Assists in the planning deployment and execution of technical solutions.
Collaborates with project teams to define technical requirements and ensure alignment with business objectives.
Identifies risks and assist in developing mitigation strategies to ensure project success.

4. Training & Knowledge Sharing
Conducts training sessions for users and project teams on best practices and product features.
Stays updated on product enhancements industry trends and emerging technologies.
Contributes to knowledge-sharing initiatives creating detailed documentation and user guides.

5. Customer Relations
Maintains good customer relationships through excellent service and communication.
Ensures customer satisfaction by addressing and resolving technical issues promptly.
Provides feedback to product development teams based on customer experiences and issues.

II. Position Qualifications:
License/Certification/Education:
Required:
1. Associates degree in Computer Science Engineering Information Technology or related field or 4 years equivalent related industry experience.
Preferred:
1. Bachelors degree.
2. Relevant product certifications.

Experience/Skills:
Required:
1. Minimum of five (5) years of experience in system administration systems engineering or IS support roles.
2. Experience in supporting and managing technical products.
3. Understanding of cloud computing concepts including virtualization containers microservices and serverless architecture.
4. Knowledge of networking concepts and protocols including TCP/IP DNS VPN and firewalls.
5. Familiarity with security best practices for cloud environments including identity and access management encryption and compliance standards.
6. Strong analytical and problem-solving skills to troubleshoot complex issues effectively.
7. Good communication and collaboration skills with the ability to work effectively in a team environment.
Preferred:
1. Experience with scripting and automation tools (e.g. PowerShell).
2. Familiarity with the ITIL framework and service management principles.
3. Strong troubleshooting skills and ability to resolve complex system issues efficiently.

All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or protected veteran status.

Were striving to make respect a part of everything we do at UMass Memorial Health for our patients our community and each other. Our six Standards of Respect are: Acknowledge Listen Communicate Be Responsive Be a Team Player and Be Kind. If you share these Standards of Respect we hope you will join our team and help us make respect our standard for everyone every day.

As an equal opportunity and affirmative action employer UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race color religion gender sexual orientation national origin age disability gender identity and expression protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability please contact us at We will make every effort to respond to your request for disability assistance as soon as possible.