Systems Support Engineer I

Getinge•Streetsboro, OH

2d•Onsite

About The Position

The System Support Engineer – Level 1 provides frontline technical support for Talis Clinical’s software and hardware solutions. This role focuses on learning core systems, responding to customer issues during business hours, executing defined troubleshooting workflows, and developing foundational skills in medical device integration, QA testing, and database operations. Level 1 engineers work under close guidance and are expected to follow documented procedures while building the knowledge required to progress to more independent support responsibilities.

Requirements

Bachelor’s degree with internship, co-op, project, or work experience in Engineering, Computer Science or Healthcare. Associate degree and/or Technical Certifications with 1-3 years of relevant experience
0–2 years of technical support, healthcare IT, or clinical systems experience
Demonstrated history of leading technical issues to resolution
Demonstrated strong computer, application, and network troubleshooting skills
Critical thinking skills using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Learning agility to understand and apply written sentences and paragraphs in work related documents.
Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one
Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
Strong communication and interpersonal skills
Effective communication across technical and clinical audiences
Consistent professionalism when supporting clinicians
Strong communication and documentation skills
Sound judgment in when and how to escalate issues

Nice To Haves

Knowledge of operating room medical devices, procedures, and workflow desired

Responsibilities

Provides technical support related to Talis Clinical's software and hardware solutions in a professional and courteous manner; effectively communicate with Clinicians and Clinical Engineering to facilitate resolutions of their needs.
Takes Customer calls during the day with support
Participates in weekend rotation and on-call schedule
Assists with device troubleshooting using established workflows
Performs basic SQL and database tasks under guidance.
Documents software defects, system enhancement requests and client issues using CRM and Azure DevOps; Communicates information and any necessary investigative work to engineering team.
Travels to customer sites to assist with device installation, testing, validation, and system support during implementation phase; Support clinical staff during go-live phase.
Executes test cases and log bugs in Azure DevOps as part of training and skill development
Supports device QA testing to validate reliability, usability, and performance
Other duties as assigned