Technical Support Engineer

POSITION SUMMARY
Technical Support Engineer will be responsible for providing support to customers including hardware and software to address technical issues, assist customers, and find solutions to any issues raised by the customers. Technical Support Engineer is responsible for providing technical and general customer support to all SOZO and legacy customers. Technical Support Engineer will provide and lead technical discovery and design of integration pathways into U.S. EHR platforms, balancing speed, scalability, and workflow efficiency.

PRIMARY DUTIES & RESPONSIBILITIES
(Essential Functions of the Position) include but are not limited to the following. Other duties may be assigned.

IT Technical Support:
•    Resolve all issues with SOZO implementations and other supported software adopted by the organization.
•    Receive and answer questions pertaining to computer software, hardware or infrastructure and present solutions to internal and external customers.
•    Diagnose and resolve technical issues related to network connectivity, firewall and security issues, Bluetooth, internet, and other related connection issues.
•    Translate customer and product needs into scoped solutions using APIs, third-party tools, or direct system integration.
•    Deliver EMR implementation plans that integrate efficiently into customer workflows, coordinating directly with customer IT and clinical teams.
•    Support EMR integration with customers, manage testing, troubleshooting, and iterative improvement.
•    Collaborate cross-functionally with product, engineering, marketing, regulatory, and customer support teams to ensure successful, compliant delivery.
•    Support and drive HL7 protocol with development team. Collaborate on improvements, bug fixes, and expanded data requirements.
•    Work with customers to make internal setting adjustments and to resolve technical issues or escalate to higher Tier.
•    Resolve all legacy customer device and connectivity issues promptly with use of Knowledge Base and adding Knowledge Articles (KA) when needed.
•    Provide input to R&D on product development, security issues, implementations, and IFUs.
•    Contribute to FAQs for new products and keep updated for existing products.
•    Responsible for providing in-depth root-cause analysis, reporting product technical issues experienced by customers through CRM Cases.
•    Develop customer facing FAQs and where relevant, reference from fault triage pathways to enable client self-resolution of issues.
•    Assist with Single Sign-On (SSO), Multi-Factor Authentication and Electronic Health Record (EHR) integration.
•    Participate in all pre-implementation team meetings for US and EU countries as needed.
•    Replicate field issues and identify potential fixes or raise cases to alert R&D. Enter commands and verify proper system operation through observation and analysis to detect error and proper performance.
•    Actively seek new product updates and offer suggestions and product improvements as well as report any defects which may arise.
•    Enter and manage issues into CRM as cases for all internal and external customer issues, with regular follow up and timely resolution of issues and cases.
•    Assist with keeping department SOPs, DPs and WI updated through the quality process.

SUPERVISORY RESPONSIBILITIES
•    None

QUALIFICATIONS GUIDELINES
Typical Knowledge, Skills, & Abilities:
•    Strong customer service and interpersonal skills, with strong ability to interact with employees and customers across different levels in the organization. Genuine commitment to delivering exceptional customer service. (verbal and written in English)
•    Ability to work as a member of a team, and ability to handle multiple tasks and changing priorities. Ability to work independently and with minimal direction, demonstrating initiative.
•    Ability to troubleshoot and be comfortable working with customers remotely by phone, email, and web-based tools such as Zoom and MS-Teams, facilitating one-on-one and group meetings. Ability to work flexible hours to provide global coverage.
•    Ability to quickly establish credibility and relationships; ability to work with a variety of personalities and styles.
•    Must have a strong attention to detail to accurately document work, collect data to support service readiness of a new product.
•    Ability to recognize deviation from accepted practice and to recognize when to notify supervisor of problems and issues for resolution.
•    Ability to create engaging, technical presentations for training and present training in an online environment.
•    Above average skills in Excel, PowerPoint, Power BI tools for developing monthly reporting and management metrics.
•    Experience as a self-starter and multi-tasker, self-motivated, with a capacity to perform in a fast-paced, FDA regulated environment, even in ambiguous situations.
•    Must understand, follow, and comply with regulatory requirements as applicable to various processes. An understanding of FDA Quality System Regulations and ISO Standards (ISO 13485 and 21 CFR 820) is required. Standard Operating Procedures (SOPs), Good Manufacturing Practices (GMP), and Quality System Regulations (QSRs) globally. 

MINIMUM EDUCATION and/or EXPERIENCE
•    Associate technical discipline (Computer Engineering, Computer Science, or Information Technology or related field of study), or five (5) years of hands-on experience in a client (PC) technologies and support services role.
•    Minimum of five (5) years of experience in the customer service preferred.
•    Experience in the medical device industry preferred.
•    Knowledge of computer networks and remote troubleshooting techniques.
•    High degree of computer literacy and proficiency with the Microsoft Office Suite, including SharePoint.
•    General understanding of Customer Relationship Management systems – Microsoft Dynamics CRM experience desired.

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
•    Physical Demand: Moderate physical effort. For example, standing, bending, or stooping for extended periods, operating light office equipment, e.g., personal computer, copier etc. The employee must be able to occasionally lift and/or move up to 50 pounds of equipment.
•    Mental Demand: Moderate to high degree of concentration due to volume, complexity, and/or “pressure” of work.
•    Travel: This position will require limited travel (mostly domestic) up to 10%. A valid US driver’s license is required for this position.

This position may require access to patient Protected Health Information (PHI) and may also involve access to electronic Protected Health Information (ePHI). Those in this position are required to comply with all final regulations including the Health Insurance Portability and Accountability Act of 1996 (HIPAA).

This position shall be aware of standards, international standards and regulations for the jurisdiction that ImpediMeds places medical devices and/or provides services.

What We Offer:
Life at ImpediMed - It is fast, it is fun, it is evolving, it is growing, and it is filled with smart, passionate, diverse, friendly people who want to make a difference in healthcare. 
Total Rewards - At ImpediMed, we are strongly committed to our employees--their well-being, development, rewards, and recognition opportunities. Individual total compensation will vary based on factors such as qualifications, level, competencies, and work location. The salary range for this role is $75k - $85k.
Benefits - We offer full healthcare benefits including Medical PPO Plan, Dental Plan, Vision Plan; 401(k) with employer match. Basic Life, AD&D, STD/LTD, Employee Assistance Program (EAP) and employee discount programs.

About ImpediMed
Founded and headquartered in Brisbane, Australia with US and European operations, ImpediMed is a medical technology company that uses bioimpedance spectroscopy (BIS) technology to generate powerful data to maximize patient health. ImpediMed produces the SOZO® Digital Health Platform, which is FDA-cleared, CE-marked, and ARTG-listed for multiple indications, including lymphoedema, heart failure, and protein calorie malnutrition and sold in select markets globally. 

In March 2023, the NCCN Clinical Practice Guidelines In Oncology (NCCN Guidelines®) for Survivorship were updated and reference bioimpedance spectroscopy as the recommended objective tool to screen at-risk cancer patients for early signs of lymphoedema. With the SOZO Digital Health Platform and L-Dex®, ImpediMed is the only company to offer FDA-cleared technology that uses bioimpedance spectroscopy for the clinical assessment of lymphoedema. The connected digital health platform and large, attractive cancer-related lymphoedema market present an opportunity for continued strong growth through ImpediMed’s SaaS subscription-based business. For more information, visit www.impedimed.com. 

Diversity & Inclusion
It is our diverse teams who drive our innovation, creativity, and success. We value the unique backgrounds and experience of all our employees and share a set of core values of ethical behavior for conducting our business. We continuously strive to provide an environment where employees not only feel they can succeed, but also where they can thrive.

Equal Opportunity Employment
As part of our commitment to providing equal employment opportunities, we take steps to ensure that all qualified applicants are treated fairly. To that end, our decisions around recruitment, hiring, assignment, promotion, compensation, and other personnel factors are made and administered without regard to race, color, religion, genetic information, national origin, sexual orientation, gender identity, gender expression, pregnancy, childbirth or related medical conditions, age, disability, citizenship status, uniform service member status, or any other protected class under federal, state or local law.

If you have a disability that requires accommodations in order to complete the application process, please contact us at [email protected] or (760) 585-2100.