Technical Support Engineer

Summary

Join ImpediMed as a Technical Support Engineer and provide comprehensive technical support to customers, addressing hardware and software issues and finding effective solutions. You will be responsible for technical and general customer support for all SOZO and legacy customers. Lead technical discovery and design of integration pathways into U.S. EHR platforms, balancing speed, scalability, and workflow efficiency. Collaborate with cross-functional teams to ensure successful product delivery. Resolve customer device and connectivity issues, contribute to product development, and create customer-facing FAQs. This role requires strong customer service skills, technical expertise, and the ability to work independently and as part of a team.

Requirements

• Strong customer service and interpersonal skills, with strong ability to interact with employees and customers across different levels in the organization. Genuine commitment to delivering exceptional customer service. (verbal and written in English)
• Ability to work as a member of a team, and ability to handle multiple tasks and changing priorities. Ability to work independently and with minimal direction, demonstrating initiative
• Ability to troubleshoot and be comfortable working with customers remotely by phone, email, and web-based tools such as Zoom and MS-Teams, facilitating one-on-one and group meetings. Ability to work flexible hours to provide global coverage
• Ability to quickly establish credibility and relationships; ability to work with a variety of personalities and styles
• Must have a strong attention to detail to accurately document work, collect data to support service readiness of a new product
• Ability to recognize deviation from accepted practice and to recognize when to notify supervisor of problems and issues for resolution
• Ability to create engaging, technical presentations for training and present training in an online environment
• Above average skills in Excel, PowerPoint, Power BI tools for developing monthly reporting and management metrics
• Experience as a self-starter and multi-tasker, self-motivated, with a capacity to perform in a fast-paced, FDA regulated environment, even in ambiguous situations
• Must understand, follow, and comply with regulatory requirements as applicable to various processes. An understanding of FDA Quality System Regulations and ISO Standards (ISO 13485 and 21 CFR 820) is required. Standard Operating Procedures (SOPs), Good Manufacturing Practices (GMP), and Quality System Regulations (QSRs) globally
• Associate technical discipline (Computer Engineering, Computer Science, or Information Technology or related field of study), or five (5) years of hands-on experience in a client (PC) technologies and support services role
• Knowledge of computer networks and remote troubleshooting techniques
• High degree of computer literacy and proficiency with the Microsoft Office Suite, including SharePoint

Responsibilities

• Resolve all issues with SOZO implementations and other supported software adopted by the organization
• Receive and answer questions pertaining to computer software, hardware or infrastructure and present solutions to internal and external customers
• Diagnose and resolve technical issues related to network connectivity, firewall and security issues, Bluetooth, internet, and other related connection issues
• Translate customer and product needs into scoped solutions using APIs, third-party tools, or direct system integration
• Deliver EMR implementation plans that integrate efficiently into customer workflows, coordinating directly with customer IT and clinical teams
• Support EMR integration with customers, manage testing, troubleshooting, and iterative improvement
• Collaborate cross-functionally with product, engineering, marketing, regulatory, and customer support teams to ensure successful, compliant delivery
• Support and drive HL7 protocol with development team. Collaborate on improvements, bug fixes, and expanded data requirements
• Work with customers to make internal setting adjustments and to resolve technical issues or escalate to higher Tier
• Resolve all legacy customer device and connectivity issues promptly with use of Knowledge Base and adding Knowledge Articles (KA) when needed
• Provide input to R&D on product development, security issues, implementations, and IFUs
• Contribute to FAQs for new products and keep updated for existing products
• Responsible for providing in-depth root-cause analysis, reporting product technical issues experienced by customers through CRM Cases
• Develop customer facing FAQs and where relevant, reference from fault triage pathways to enable client self-resolution of issues
• Assist with Single Sign-On (SSO), Multi-Factor Authentication and Electronic Health Record (EHR) integration
• Participate in all pre-implementation team meetings for US and EU countries as needed
• Replicate field issues and identify potential fixes or raise cases to alert R&D. Enter commands and verify proper system operation through observation and analysis to detect error and proper performance
• Actively seek new product updates and offer suggestions and product improvements as well as report any defects which may arise
• Enter and manage issues into CRM as cases for all internal and external customer issues, with regular follow up and timely resolution of issues and cases
• Assist with keeping department SOPs, DPs and WI updated through the quality process

Preferred Qualifications

• Minimum of five (5) years of experience in the customer service preferred
• Experience in the medical device industry preferred
• General understanding of Customer Relationship Management systems – Microsoft Dynamics CRM experience desired

Benefits

• Medical PPO Plan
• Dental Plan
• Vision Plan
• 401(k) with employer match
• Basic Life
• AD&D
• STD/LTD
• Employee Assistance Program (EAP)
• Employee discount programs