Software Support Engineer

ImageTrend; United States; Remote; USD 60,000 - 75,000; Full time

Job summary

Join a forward-thinking company as a Software Support Engineer, where you will play a crucial role in providing advanced product support and troubleshooting for a diverse range of clients in the healthcare and emergency response sectors. This position offers the opportunity to work remotely while contributing to high-priority projects and enhancing client experiences. With a focus on innovation and community, this role is perfect for those passionate about making a difference in the healthcare industry. Enjoy a competitive salary, excellent benefits, and a supportive work environment that values diversity and inclusion.

Benefits

Healthcare

PTO

Retirement Plans

Flexible Work Options

Professional Development

Qualifications

• Degree in Computer Science or equivalent experience required.
• Strong communication and analytical skills are essential.

Responsibilities

• Troubleshoot advanced technical issues and provide product support.
• Collaborate with Engineering to improve workflows and reduce escalations.

Skills

Relational Databases

Strong Communication Skills

Analytical Skills

Critical Thinking

Organizational Skills

Attention to Detail

Ability to Learn New Technologies

Education

Degree in Computer Science

Job 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 being part of a community. We are top-notch talent, passionate about making a difference through our work!

Description:

Under the direction of the Lead Software Support Engineer, the Software Support Engineer provides advanced product support and troubleshooting to the Customer Success Team. They analyze technical issues and escalate them to the 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 across the organization.
• 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 and provide training and technical expertise.
• Maintain knowledge of policies and procedures.
• Deliver high-quality project service for high-priority projects.
• Identify issues and trends; collaborate with Engineering on workflows and tools to reduce escalations.
• Document fixes, processes, and communicate updates.
• Collaborate with other departments to ensure alignment and a positive client experience.
• Provide training within Client Services to enhance product knowledge.
• Travel to orientation, industry, or company events as needed.
• Perform additional duties as assigned.

Requirements

• Degree in Computer Science or equivalent experience.
• Experience with relational databases.
• Strong communication skills, able to explain complex concepts simply.
• Analytical and critical thinking skills.
• Ability to translate plans into actions.
• Willingness to learn new technologies.
• Excellent organizational skills and ability to work under pressure.
• Understanding of standardized data collection.
• Attention to detail and multi-tasking ability.
• Ability to work remotely and travel up to 10% annually.

This role can be performed remotely anywhere in the US following our Remote Work Policy. The application deadline is three days after the posting date. The salary range is $60,000 - $75,000 USD plus bonus, benefits, and perks. Additional benefits include healthcare, PTO, retirement plans, flexible work options, professional development, and other perks. ImageTrend is an equal opportunity employer committed to diversity and inclusion, with accommodations available for applicants with disabilities. For assistance, contact us at 952-469-1589. We participate in E-Verify for employment verification.