Technical Support Engineer III

TigerConnect transforms healthcare with the industry's most widely adopted clinical collaboration platform - uniquely modernizing the way doctors, nurses, care teams, patients, and data connect. With solutions spanning care team communication, scheduling automation, alarm management and event notifications, nurse call, patient engagement and more, we accelerate productivity, reduce costs, and improve patient outcomes, safely and securely. More than 8,000 healthcare organizations trust us to deliver enterprise-ready solutions, making this possible with the right group of dedicated, thoughtful trailblazers. Today, private practice doctor's offices, small and large hospice centers, and some of the largest healthcare organizations in the United States rely on TigerConnect. We're a fun, hungry, smart, innovative group of eclectic people who are passionate about transforming the way clinical care teams work and communicate.
JOB DESCRIPTION
As a Senior Technical Support Engineer, you'll play a crucial role in providing top-notch support to our clients around our nurse call and alarm management & event notification products. Duties include advanced-level troubleshooting of software, hardware, and network support, and related inquiries. This role will work closely with other members of the Professional Services and R&D teams. This role is a fantastic opportunity to refine your technical skills and learn from a passionate and experienced team. If you're keen on joining a vibrant and innovative environment where your efforts directly impact our client's experience, we'd love to hear from you!
What You'll Own:

• Provide expert technical support to customers and internal teams for Nurse Call and middleware solutions via phone, email, or remote assistance.
• Diagnose and resolve hardware, software, and network related issues in a timely and efficient manner.

• Troubleshoot issues by gathering all the facts from customers while guiding them through the troubleshooting process, attempt to replicate issues and escalate technical and functional bugs to R&D via Jira.
• You will use Salesforce to document in detail reported issues, troubleshooting steps taken towards resolution, and follow-up actions in adherence with our SLAs.
• Contribute to the creation and maintenance of the company's knowledge base, including FAQs, articles, and troubleshooting guides.
• Conduct product training sessions for end-users to enhance their understanding and utilization of Nurse Call and middleware systems.
• Work with customers' IT department to assess and understand back-end network security configurations and Active Directory functionality.
• Analyze system logs, error messages, and alarm events to identify root causes and recommend appropriate solutions.
• Utilize remote access tools and other diagnostic methods to identify root causes and implement appropriate solutions.
• Ensure FDA rules specifically around hardware-related support tickets for medical devices are adhered to.

What You Bring:

• Bachelors degree in Computer Science, Computer Engineering, Biomedcial Engineering or related program preferred OR 4 years of experience in a related position
• Proven experience in technical support or a similar customer-facing role within the healthcare or medical technology industry
• Strong knowledge of Nurse Call systems, middleware solutions, and related healthcare communication technologies
• Experience with standard networking protocols, IP-based systems, and database management
• HL7 experience required
• Advanced understanding of supporting Microsoft Windows platforms, SQL, IIS server and associated networked systems
• Detailed knowledge of common network protocols / architecture (TCP/IP, IP routing, OSI model, VLAN) and their relevant security issues
• Candidate should possess strong oral, written communication skills to resolve complex network and server related issues into actionable concepts for customers to understand
• Solid understanding of nurse call system components, nurse-to-patient communication protocols, and integration with other healthcare systems.

• Technology curious and analytical in nature; adept at troubleshooting and problem-solving

• Strong multitasking, organizational, and time management skills, with a focus on attention to detail
• Willingness to travel occasionally for on-site support (if required)

Perks & Benefits We Offer:

• Remote-friendly with teams across the US and internationally, plus prime office space in one of the major tech ecosystems of California complete with a loaded fridge and tons of other perks
• Excellent Medical, Dental, and Vision insurance for you and your family plus a 401k match
• Focus on mental and physical wellness through annual programs including reimbursements, company-wide wellness days, and volunteer opportunities
• Mission-driven team members who love what they do and go the extra mile to help clients, support the company's rapid growth, and ultimately optimize healthcare workflows to allow for better patient care
• LinkedIn Learning License for you to continue self-paced learning
• Flexible time off policy for salaried employees with no limit on the number of days off

Our mission is to provide a healthcare communication solution that radically improves the way care is delivered. We've been recognized as one of the Best Places to Work in Los Angeles (2022), as well as on the list of Best Paying Companies (2022) with the Best Perks & Benefits (2022). We were also honored to be named to Inc. 5000's list of Fastest Growing Companies.
TigerConnect is an equal opportunity employer and values diversity at our company! We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.