Software Support Engineer
About The Position
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, its 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 not just about doing a job; it's about being a part of a community. We are top-notch talent, passionate about making a difference through the work we do together! 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 and analysis of technical troubleshooting to escalate to the development teams to maximize product success and efficiencies across the organization and with our clients.
Requirements
- Degree in Computer Science or equivalent combination of education and relevant work experience
- Experience working professionally with relational databases
- Strong verbal and written communication and the ability to communicate complex concepts in clear, simple, and understandable terms
- Possesses effective analytical and critical thinking skills
- Adept at translating plans into phased actions
- Technologically savvy and demonstrates willingness to continue to learn new technologies
- Excellent organizational skills, appreciation of critical timelines, and the ability to self-motivate
- Strong understanding of standardized data collection
- Strong attention to detail with the ability to multi-task
- Ability to work comfortably under pressure
- Strong Interpersonal skills with an emphasis on providing internal continuous education, sharing knowledge, and skills to better the community
- Strong work ethic, integrity, honesty, and a positive attitude
- Advanced proficiency in MS Office Suite
- Understanding of the software development lifecycle
- Experience with Agile / Scrum
- Ability to maintain discretion when handling proprietary and confidential information
- Enthusiasm for learning and expanding knowledge or skills
- Strong work ethic, integrity, honesty, collaboration and team orientation
- Ability to travel up to 10% annually
Responsibilities
- Conduct research and troubleshoot advanced technical items across the organization
- Create and manage script requests for data cleansing, migrations, imports/exports/uploads, etc
- Monitor daily applicable support queue and takes action as needed
- Serve as a subject matter expert for both internal and external stakeholders and provides training and technical expertise as needed
- Maintain knowledge of department and company policies and procedures
- Provides high quality project service delivery for unique or high priority projects
- Identify common issues and trends, and work with the Engineering department on workflows and tools that could be created to reduce and streamline future escalation tickets
- Document fixes, processes, change in processes, and communicate to the appropriate stakeholders
- Collaborates with other departments (Sales, Client Services, Engineering, etc.) to foster alignment, open communication, process improvements, and ensuring a positive client experience
- Delivers training and collaboration experiences within Client Services to bring continuity between product knowledge and understanding
- Travel to orientation, industry or company events, and other onsite meetings as required
- Additional duties as assigned
Benefits
- Insurance: Core healthcare coverages, plus employer sponsored group policies & additional voluntary plans
- Paid Time Off: Flexible PTO, Sick Days, Holidays, Parental Leave & Volunteering
- Retirement: Roth or Traditional 401(k) & Employer Match
- Flexibility: Remote, Hybrid & Onsite options, Flex & Alternate Scheduling Arrangements
- Career Advancement: Internal growth, Tuition Reimbursement, Professional Development & LinkedIn Learning access
- Long-term: Community Gains Incentive Program
- Other perks: Referral Bonus Program, Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
