Software Support Engineer

ImageTrend; Eagan (MN); Remote; USD 60,000 - 75,000; Full time

Job summary

A leading company in healthcare software solutions seeks a Software Support Engineer to provide advanced product support and troubleshooting. This remote role involves collaboration with the Customer Success Team, managing technical issues, and ensuring client satisfaction. Ideal candidates will have a degree in Computer Science and strong communication skills. Join a passionate team dedicated to making a difference in the healthcare community.

Qualifications

• Experience with relational databases.
• Understanding of software development lifecycle and Agile/Scrum.

Responsibilities

• Conduct research and troubleshoot advanced technical issues.
• Provide training and technical expertise.
• Collaborate across departments for positive client experience.

Skills

Communication

Analytical Thinking

Organizational Skills

Interpersonal Skills

Education

Degree in Computer Science

Tools

MS Office

Job description

Join to apply for the Software Support Engineer role at ImageTrend.

Position Title: Software Support Engineer
Location: REMOTE IN EAGAN, MN

Description:

About Us: ImageTrend, Inc. is dedicated to connecting life’s most important data in the healthcare and emergency response community. We deliver software solutions, data analytics, and services for EMS, hospitals, community paramedicine (CP), critical care, fire, and preparedness to enable fully integrated patient-centric healthcare and public safety. Our commitment to innovation, our clients, and providing world-class implementation and support is unsurpassed. Based in Lakeville, Minn., ImageTrend combines business analysis, creative design, and data-driven architecture to offer scalable solutions and strategies for today and the future. Employment at ImageTrend is about more than just doing a job; it's about being part of a community. We are top-notch talent, passionate about making a difference through our work!

Role Overview:

Under the direction of the Lead Software Support Engineer, the Software Support Engineer provides advanced product support and troubleshooting to the Customer Success Team, analyzes technical issues, and escalates to development teams to maximize product success and efficiencies across the organization and with our clients.

What You'll Do:

• Conduct research and troubleshoot advanced technical issues
• Create and manage script requests for data cleansing, migrations, imports/exports/uploads, etc.
• Monitor support queues and take necessary actions
• Serve as a subject matter expert, providing training and technical expertise
• Maintain knowledge of policies and procedures
• Deliver high-quality project services for high-priority projects
• Identify issues and work with Engineering to improve workflows and tools
• Document fixes and processes, communicate changes
• Collaborate across departments to ensure alignment and a positive client experience
• Provide training and knowledge sharing within Client Services
• Travel to orientation, industry events, and onsite meetings as needed
• Perform additional duties as assigned

Requirements:

• Degree in Computer Science or equivalent experience
• Experience with relational databases
• Strong communication skills
• Analytical and critical thinking skills
• Ability to translate plans into actions
• Willingness to learn new technologies
• Organizational skills and ability to meet deadlines
• Understanding of standardized data collection
• Attention to detail and multi-tasking ability
• Ability to work under pressure
• Interpersonal skills and team orientation
• Proficiency in MS Office
• Understanding of software development lifecycle and Agile/Scrum
• Discretion with confidential information
• Enthusiasm for learning
• Ability to travel up to 10% annually

This role can be performed remotely anywhere in the US following our Remote Work Policy. The salary range is $60,000 - $75,000 USD plus bonuses, benefits, and perks.