Associate Technical Engineer

Fusion Health; Port Reading (NJ); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401K

Generous PTO

Job summary

Fusion Health in Woodbridge, NJ, is seeking an Associate Technical Engineer for its Support team. The role focuses on troubleshooting proprietary software across Windows Server environments and customer-facing tickets, with growth within the Support track.

The position requires a 0–2+ year customer-service background, strong analytical skills, and the ability to communicate technical details clearly to non-technical customers.

Qualifications

• Bachelor’s degree in IT or related field or equivalent experience.
• 0-2+ years of experience in a customer-service-oriented role.
• Strong analytical and problem-solving skills.
• Ability to work well with other team members.
• Excellent customer service skills and ability to build relationships.
• Comfortable communicating technical context clearly to non-technical audiences.
• Jira Ticketing System experience is a plus, but not required.
• SQL knowledge is a plus, but not required.
• A+ and Network+ certifications are a plus but not required.

Responsibilities

• Provide frontline support for Fusion Health software and troubleshoot issues.
• Log, prioritize, and manage customer tickets using Service Desk software, and maintain updates.
• Provide desktop-level troubleshooting and server-side support across on-prem and hosted environments.
• Research and analyze issues to ensure successful outcomes and apply appropriate solutions.
• Develop a comprehensive understanding of our medical software applications and documentation.
• Contribute to customer support tools and processes; participate in on-call rotation.
• Travel to customer sites as needed, including secure environments with background checks.

Skills

Analytical thinking

Problem solving

Customer service

Team collaboration

Communication

Jira

SQL

A+ certification

Network+ certification

Education

Bachelor’s degree in IT or related field

Tools

Windows Server

Service Desk software

Job description

Fusion Health is seeking a curious, motivated Associate Technical Engineer to join our Support team in our Woodbridge, NJ office! We're looking for a team player who stays calm under pressure, enjoys getting to the root of a problem, and takes ownership of an issue until it's resolved.

Are you new to Application Support and eager to build your Information Technology career? This is a great opportunity to develop your skills from day one, supporting and troubleshooting our proprietary software across databases and Windows Server environments. Technical Engineers on our Support team grow in place, building expertise and advancing within the Support track.

About Fusion Health

Most healthcare software is built for the easy cases. Fusion Health builds for the rest.

We support clinicians working in movement restricted communities, where care delivery is more complex and software reliability is critical. In these environments, systems need to work consistently because there is no room for failure. This has been our focus since 2006.

That is not an accident. It is who we hire.

We are driven, self aware, and we own what we do. That is the culture. No more, no less.

If this is the kind of work you've been looking for, this is where you do the best work of your career.

What we offer:

• Medical, dental, and vision coverage
• 401K
• Generous PTO

This role looks like…

• The Support team is vital to our organization's mission and growth. This role will provide assistance with a multitude of projects that will enhance the Support team's success, such as:
• Direct communication via ticketing system, phone calls, and emails with customers to assist with software questions or issues.
• Log, prioritize, and manage customer tickets using Service Desk software, keeping customers updated and meeting response and resolution targets; elevate to higher tier support with clear details when necessary.
• Provide desktop-level troubleshooting and server-side application support across our customers' on-prem and hosted environments.
• Research and analyze issues to ensure successful outcomes.
• Identify and apply the appropriate technical solution for each customer scenario.
• Develop a comprehensive understanding of our medical software applications.
• Produce, maintain, and update technical documentation.
• Contribute to all customer support tools and support processes.
• Participate in a team on-call rotation (approximately once every 2-3 months), providing 24/7 technical support during on-call weeks.
• Travel to customer sites is required on occasion, including correctional facilities and other secure or restricted environments. Candidates must be able to pass a background check and meet facility security requirements.

You could be a great fit if…

We believe in harnessing diverse talents and perspectives. If you have the following qualifications and experience, we’d love to hear from you:

• Bachelor’s degree in IT or related field (or equivalent experience)
• 0-2+ years of experience in a customer-service-oriented role
• Strong analytical and problem-solving skills
• Ability to work well with other team members
• Excellent customer service skills and ability to build relationships
• Comfortable communicating technical context clearly and patiently to non-technical audiences, whether customers or internal stakeholders
• Jira Ticketing System experience is a plus, but not required
• SQL knowledge is a plus, but not required
• A+ and Network+ certifications are a plus but not required

This is an on-site, full-time, salaried position located at our Woodbridge, NJ office location. Our normal hours of operation are Monday - Friday, between 8:00 AM and 8:00 PM, depending on shift.

This position description is not intended to be exhaustive, and other duties may be assigned as they arise.

It is not expected that applicants have any familiarity with Fusion's proprietary applications, healthcare software, or Corrections/Public Health business processes. Qualified candidates will be able to demonstrate related experience and transferable skills that will work well with the Fusion team.

Fusion is an equal employment opportunity employer.

Compensation

Salary Range: $50,000 - $65,000.

At Fusion, our salary ranges are designed to be competitive within our size and industry. Compensation is just one component of a comprehensive total rewards package that also includes benefits, flexibility, and growth opportunities.

Individual pay decisions are informed by several factors, including location, experience, qualifications, skillset, and internal equity across the organization. While we expect most offers to fall within the stated range, each compensation decision is made thoughtfully, with consideration for both the candidate’s unique profile and our commitment to pay parity.

If this sounds like the next step in your career, we’d love to hear from you.