Customer Support Engineer

In by Alexa Driscoll

Customer Support Engineer

DEPARTMENT: Customer Success
LOCATION: Remote (Pacific Time Zone Preferred)

If you have a strong customer support background in the healthcare technology space, we encourage you to apply for the Customer Support Engineer position at Glytec. This position works with hospitals and health systems throughout the country to support our proprietary eGlycemic Management System® (eGMS®), a platform for delivering personalized diabetes therapy management and insulin optimization on an inpatient and outpatient basis. 

As the Customer Support Engineer, you will take ownership of client issues,  support clients in delivering patient treatment and enable client voices to be heard. Reporting to the Director of Customer Support, this individual will play a key part in defining and building the Customer Support team at Glytec. 

Primary Responsibilities: 

  • Manage resolution of ongoing technical issues and clearly document their progress 
  • Triage problems as they arise and route them to others when appropriate.  Ensure proper escalation of issues both internally and externally.  
  • Provide technical support for client needs, such as customizations, reports, extracts, data migrations, fixes, patches, updates, change requests and conversions 
  • Report, track and document product-related requests for review by quality assurance and development teams 
  • Prepare technical documentation, such as reference materials, installation instructions, user guides, knowledgebase articles, and functional specifications 
  • Collaborate with Customer Success team on client status, issues and key objectives  
  • Maintain strong product knowledge including details across technical, integration and clinical domains to effectively support client issues.  
  • Participate in on-call rotation for 24/7 client support 
  • Assist in the development of new customer support processes, including but not limited to on-call scheduling and support ticket routing 
  • Drive adoption of customer support platforms and tools to increase team efficiencies in client issue resolution 
  • Update Confluence/Wikis on a continuous basis 
  • Work with third party answering service to resolve client issues 

About You: 

  • You have a problem solving mentality and a commitment to customer service
  • You know when it’s time to roll up your sleeves to get things done and when it’s more appropriate to say “there’s an app for that.” 
  • You’re an attentive listener who can empathize with people with different backgrounds and experiences 
  • You're not afraid to ask for help
  • You’ll advocate for the right decision to get made for customers and their patients 
  • Collaborative and comfortable in a role the works across multiple teams

Education

  • Bachelor’s Degree in computer science or related technology field preferred .

Qualifications

Required

  • Demonstrated ability to troubleshoot technical issues 
  • Experience in client-focused interaction 
  • Strong critical thinking, problem solving, time management and organizational skills, with significant attention to detail 
  • Ability to communicate professionally and precisely, verbally and in writing with variety of internal and external constituents, including clients, partners and employees at all levels 
  • 3-5 years experience in the following areas:
    • Health information systems (e.g., electronic medical record systems; laboratory information systems; admission, discharge and transfer systems, charting systems, etc.) 
    • SQL, data analysis and database methodologies 
    • HL7 interface engines (e.g., Ensemble, Mirth) 

Prefered:

  • Previous or current employment with a health information technology company, medical device company, hospital, health system or other healthcare organization
  • Experience working with FDA regulations and quality management

Reasons to Join Us

  • Be a part of a small and fast-growing team at extremely fast growing company
  • Take advantage of great opportunities for career advancement
  • Enjoy competitive salary and benefits, including unlimited time off

Working Conditions

  • Work remote
  • 5-10% travel dependent on visits to Glytec offices
  • Pacific Time work schedule preferred

Additional Notes

The above statements are intended to describe the general nature and level of work being performed by personnel assigned to this classification.  They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.  All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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