Remote Technical Services Engineer, Healthcare IT

Glooko, Inc.; Northern (KY); Hybrid; USD 90,000 - 120,000; Full time

Job summary

Glooko, Inc. is seeking a Technical Services Engineer to empower our Business Operations team by delivering robust, scalable healthcare technology solutions. You will drive level 1 support, software installation, and deployment efforts while collaborating with clinical and technical stakeholders.

You will serve as a liaison among customers and internal teams to ensure smooth configuration, validation, and ongoing system optimization for glycemic management across care settings.

Qualifications

• Education: Minimum Bachelor’s degree in a related field or equivalent experience.
• Windows Server: Configuration, remote connection, administration, and support.
• Networking: Knowledge of network topologies and troubleshooting.
• SQL Server: Strong proficiency in Microsoft SQL Server and Transact-SQL syntax for querying and troubleshooting.
• HL7 Interfaces: Experience working with HL7 message specifications.
• Disaster Recovery & Business Continuance: Knowledge of system backups and recovery planning.
• Communication: Exceptional written and verbal communication skills.
• Analysis & Problem Solving: Strong ability to analyze complex systems, recommend improvements, and utilize strong critical thinking and problem-solving abilities.
• Healthcare & Regulatory Awareness: Sensitivity to the healthcare environment and regulatory considerations.
• Growth Mindset: Willingness to explore new technologies and markets.

Responsibilities

• Level 1 Technical Support: Provide level 1 technical support for all applications, including on-call rotation.
• Software Installation & Configuration: Install and configure software (both new and upgraded) in test and production environments via remote connections, Windows Server configuration, SQL scripting, and core software loading.
• Customer & Project Execution: Work directly with technical teams, project managers, and clinical stakeholders at customer organizations to plan and execute new installs, upgrades, and ongoing system configurations.
• Technical Liaison: Serve as a technical liaison between customers and internal teams to resolve issues efficiently.
• Process Enhancement: Review and enhance existing technical processes by evaluating objectives, assessing proposed changes, and recommending improvements.
• Documentation: Assist in the creation and maintenance of technical documentation, including hardware/software changes and system schematics. Maintain historical records by documenting system revisions, software updates, and hardware changes.
• CRM Management: Manage customer interactions and support tickets in CRM tracking software.
• System Evaluation & Capacity Analysis: Evaluate system performance by testing compatibility and feasibility of new software (both internally developed and third-party solutions). Analyze system capacity and recommend expansions or enhancements based on workload demands.
• Customer Service: Provide excellent customer service, ensuring trust, competency, and strong client relationships.
• Validation & Software Testing: Assist in validation and verification of pre-release software.
• Cross-functional Collaboration: Work closely with cross-functional teams to support the company’s leadership position in glycemic control and drug dosing markets.
• Remote Work & Travel Expectations: Maintain high remote availability via email, phone, and instant messaging. Travel requirements: 25%-30% for training and on-site customer support, as needed.

Skills

Windows Server

Networking

SQL Server

HL7 Interfaces

Disaster Recovery

Communication

Analysis & Problem Solving

Healthcare & Regulatory Awareness

Growth Mindset

Education

Bachelor's degree

Job description

Glooko, Inc. is seeking a Technical Services Engineer to empower our Business Operations team by delivering robust, scalable healthcare technology solutions. You will drive level 1 support, software installation, and deployment efforts while collaborating with clinical and technical stakeholders.

You will serve as a liaison among customers and internal teams to ensure smooth configuration, validation, and ongoing system optimization for glycemic management across care settings.