Installation Engineer | Remote | AirStrip Technologies

NantHealth • San Antonio, TX

11d • Remote

About The Position

AirStrip is adding an Installation Engineer to our team. In this role, you complete initial installation, configuration, and testing of all products within the AirStrip portfolio and serve as one of AirStrip’s tier 2 technical support team members, regularly engaging with customers across the healthcare landscape. You're a skilled technical support professional with impeccable attention to detail and follow through, along with the ability to build rapport with your team members and customers. Please note, this position requires on-call availability for holidays and weekends, as assigned.

Requirements

• Bachelor's degree in a related field (commensurate professional experience in a similar role will be alternatively considered)
• Certifications: Comp TIA A+, Comp TIA Network+, ITIL 4 Foundations, Microsoft Technology Associate
• 2-4 years of previous experience working in technical/server support, or related Healthcare Information Technology experience, including: Interacting with healthcare IT vendors and hospital IT staff on technical issues
• Experience leading, managing, or being an escalated resource for other technical staff
• 2-4 years of previous experience working with HL7 messaging standard and HL7 interfaces, & DICOM interfaces
• Well-developed ability in problem solving and troubleshooting.
• Demonstrates critical thinking skills and ability to prioritize work.
• Strong time-management skills with the ability to transition task to task efficiently.
• Ability to function well in a team environment, including embracing cross-functional roles
• Strong conflict resolution skills and ability to drive consensus
• Proven history of self-motivation and ability to work independently
• Deep product knowledge (established or ability to learn).
• Ability to align customer goals with product capabilities while adhering to the established best practices for AirStrip products.
• Ability to engender trust and respect of other team members and customers as an effective escalation point for installation issues
• Excellent and precise written and oral communications.
• Strong attention to detail and accuracy

Responsibilities

• Perform initial installation, configuration, and testing of AirStrip Generally Available software at customer sites.
• Complete required installation and validation checklists and documentation for new installations and upgrades.
• Participate as project team member with Delivery Project Management Office for installations and work orders.
• Assist with determination of customer technical architecture and required work to enable Airstrip products to work safely and effectively in customer environment.
• Perform updates, upgrades, and patches to Airstrip software in place at customer sites, updating Salesforce customer server records to establish and maintain meticulous record of all installations and work performed.
• As part of the customer support organization, provide Tier 2 support to customers and partners regarding Airstrip and partner software installation and operation, as well as device validation, updating Salesforce case records when engaged for Tier 2 support in order to carefully document repaired state and actions performed and escalating to Tier 3/Development Engineering for issues that cannot be resolved or that appear to be software related.
• Provide after hours (24/7/365) installation and support as required by needs of the business.
• Engage with AirStrip Development teams to transition new software and software versions into production, including participation in testing, training, and peer mentoring in Tiers 1 & 2.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level