Client Support Software Support Analyst

SOLVENTUM • Silver Spring, MD

13d • Hybrid

About The Position

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue. We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you. The Impact You’ll Make in this Role: As a Client Support Software Support Analyst, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. In this role, you will make an impact by: Enhancing Customer Experience: Providing technical support to ensure the seamless operation of Solventum software and interfaces, reducing system downtime, and improving client satisfaction. Resolving Technical Issues: Assisting customers with troubleshooting software applications, interfaces, and system configurations. Optimizing System Performance: Conducting system health checks and identifying opportunities to enhance efficiency. Ensuring Effective Escalation: Managing escalations and collaborating with senior resources and development teams to resolve complex technical issues. Supporting Team Collaboration: Working closely with internal teams, including Customer Care and Development, to address technical concerns and improve customer support processes. Driving Process Improvements: Identifying opportunities to enhance workflows and improve support efficiency.

Requirements

• Associate’s Degree or higher from an accredited institution AND two (2) years of experience in software support, IT helpdesk, or technical troubleshooting.
• OR High School Diploma/GED from an accredited institution AND four (4) years of experience in software support, IT helpdesk, or technical troubleshooting in lieu of a degree.
• Must be legally authorized to work in country of employment without sponsorship for employment visa status (e.g., H1B status).

Nice To Haves

• In-depth experience working with web servers and application hosting environments such as IIS, Apache, and Tomcat
• Bachelor’s degree in computer science, Technology, or a related field; recent graduates will be considered.
• Experience troubleshooting software applications, interfaces (HL7, XML, etc.), or network configurations.
• Familiarity with Windows Server Administration and SQL queries..
• Familiarity with installing and updating security certificates in web applications and validating a certification path.
• Basic understanding of interface engines such as Healthshare, Cloverleaf, Rhapsody, or Mirth.
• Strong problem-solving and analytical skills.
• Prior experience with IT service management tools (e.g., ServiceNow, Jira, or similar).
• Excellent communication and collaboration skills for working with both technical and non-technical stakeholders.
• Knowledge of IT security best practices, including role-based access control (RBAC) and HIPAA compliance.

Responsibilities

• Field client issues from various sources, including inbound phone calls, emails, and ticketing systems.
• Provide technical support for Solventum software applications, system interfaces (HL7, XML, etc.), Windows operating systems, network configurations, and SQL databases.
• Support terminal software setup and troubleshooting for environments such as Citrix, VMware, or Windows Thin Client solutions.
• Troubleshoot software issues and escalate complex problems to senior team members when necessary.
• Participate in customer support calls to guide clients through troubleshooting steps and system configurations.
• Assist in conducting System Health Checks and Performance Reviews to identify potential optimization opportunities.
• Serve as a liaison between customers and internal Solventum teams to ensure clear communication of technical issues.
• Support process improvements by documenting troubleshooting steps, solutions, and best practices.
• Participate in after-hours on-call support to assist with critical client issues.

Benefits

• Solventum offers many programs to help you live your best life – both physically and financially.
• To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size and scope.
• Medical, Dental & Vision, Health Savings Accounts, Health Care & Dependent Care Flexible Spending Accounts, Disability Benefits, Life Insurance, Voluntary Benefits, Paid Absences and Retirement Benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree