Associate Application Support Engineer
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Job Description
Technical support for clinicians using the Somnoware Platform at ResMed. Responsible for installation, troubleshooting, and providing guidance on the support application.
Responsibilities:
- Provide technical & engineering support to clinicians and internal teams
- Take ownership of customer queries related to the Somnoware Platform
- Provide post-sales support for Somnoware within hospital systems
- Investigate software errors or failures with engineering
- Upgrade the platform when required
- Document and maintain accurate records of client interactions
- Identify opportunities for process improvements and innovative solutions
Requirements:
- Associate or Bachelor’s degree in CIS, MIS, IT or similar technical related major
- Experience supporting an enterprise application with customer-facing experience
- Minimum of 3-5 years prior experience in support, customer success, or training
- Proficient in complex troubleshooting, problem solving, and root cause analysis
- Experience with Microsoft Word, Excel, PowerPoint, Visio
- Experience in Salesforce, Zendesk, JIRA is desirable
- Knowledge and experience with healthcare information systems
- Ability to coordinate and oversee critical customer issues and deliver resolutions punctually
Benefits:
- comprehensive medical, vision, dental, and life
- AD&D
- short-term and long-term disability insurance
- sleep care management
- Health Savings Account (HSA)
- Flexible Spending Account (FSA)
- commuter benefits
- 401(k)
- Employee Stock Purchase Plan (ESPP)
- Employee Assistance Program (EAP)
- tuition assistance
- fifteen days Paid Time Off (PTO) in the first year
- 11 paid holidays plus 3 floating days
- eligibility for 14 weeks of primary caregiver or two weeks of secondary caregiver leave
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